COMPLAINT CLERK- SPANISH SPEAKING (TEMPORARY)SENIOR SERVICES

An incumbent to a position in this class performs general routine work, handling numerous inquiries/complaints via telephone calls, e-mails and walk-ins, requiring a high degree of courtesy and professional service to callers, visitors and e-mail inquiries. S/he operates a centralized computer-based referral system for citizen complaints and requests for service, responding to inquiries using the English and Spanish language. Work assignments and procedures are fixed, however, incumbents may be required to provide translation assistance in specific situations that may arise in the office or in the field as well as for special projects of the department. Direct supervision is received from a Director, Office Manager or a designee, and no supervisory duties are performed.Responds to 311 calls through multiple channels i.e. computer e-mailing, telephone calls, correspondence, face-to-face, etc.;
Answers telephone calls from citizens on complaints and requests for city service, using the English and Spanish language;
-determines nature of service required;
-inputs, on a computer keyboard, complaint/service requests and E-mails to appropriate city department/district;
-verifies required information such as caller's name, address, telephone number and nature of complaint/request;
May assist with translations for dispatch calls for senior services;
Responds to e-mail communications;
-analyzes and determines proper course of action;
-creates new case file and responds to sender as required;
Generates reports that verify all calls were properly input and makes corrections as required;
-maintains customer records by updating caller information database and account information;
Assists walk-in customers as required;
May act as a liaison with other city departments including but not limited to the collection of information for knowledge base, escalating cases if needed and corresponding with proper departmental personnel when needed;
May be required to perform outbound calling;
Maintains and keeps familiar with list of codes used for input of information i.e. district, problem description, department referred to and degree of priority;
May be required to open and sort mail and fold letters;
Provides translation assistance in the field for special projects as required;
Performs related duties as required.Graduation from High School, GED or Equivalency Diploma that must be presented at time of filing application.
SPECIAL REQUIREMENT
Applicants must have the ability to fluently speak and translate the English and Spanish language, both orally and in writing.

THE CITY OF BUFFALO IS AN EQUAL OPPORUNITY EMPLOYER

Working knowledge of agency procedures governing telephone callers; Ability to understand and follow oral and written directions;
Ability to multi-task while presenting information accurately and in an organized manner to customer;
Skill in the use of a computer workstation keyboard;
Tact; courtesy; good hearing; professional conduct; exhibits team effort;
Physical condition commensurate with the duties of the position.
Working knowledge of spelling in the English and Spanish language;
Ability to speak and enunciate clearly, in both the English and Spanish language;
Ability to act calmly and decisively in accordance with established policies and procedures;