CUSTOMER RELATIONS REPRESENTATIVE_Central Scheduling

Employee represents the City of Cincinnati to customers and is responsible for responding to and processing non-emergency requests for City services, problem resolution, and/or general information. Employee interacts with customers in person, by telephone, by e-mail, or in writing while maintaining a high level of customer satisfaction. Employee generally works in a call center type operation (e.g., Public Services or Water Works) or a walk-in service type operation.(e.g., Permits Center). Performs related duties as required.

(Illustrative only. Any one position may not require all of the listed KSAs nor do the listed examples include all the KSAs which may be required.)

Knowledge of:

Basic mathematics, including addition, subtraction, multiplication, division, fractions, and percentages.

Basic business English, including spelling, grammar, punctuation, and sentence structure.

Problem solving techniques

Methods needed to gather relevant information from callers by asking appropriate questions.

City of Cincinnati services and functions in order to refer complaints to the appropriate department or agency.

Functions of non-city agencies in order to refer complaints, problems, and emergencies to other agencies and companies.

FCC Standards for two-way radio communication.

Software applications used for customer service and billing functions.

Safety policies and procedures, e.g., Employee Safety Instruction Manual and applicable agency requirements.

Skill to:

Operate a computer utilizing the appropriate software related to assigned area of responsibility.

Operate a two-way radio.

Input appropriate data into computer system utilized.

Ability to:

Communicate effectively orally and in writing. 

Speak clearly and concisely using correct English grammar in order to communicate clearly over the telephone, two-way radio, and in person.  

Interpret and clearly explain procedures, situations, and policies to the public as well as  to other employees. 

Write legibly, clearly, and concisely using proper English.

Reduce a complaint or problem to writing for recording purposes. 

Listen effectively. 

Determine the nature of a problem based on the caller's information and to make decisions concerning referral of messages with limited information. 

Determine the proper crew to dispatch depending on the type of problem. 

Prioritize calls and requests by degree of hazard to the public safety. 

Organize work and follow directions, both oral and written. 

Read and interpret information provided in reference manuals, on computer printouts and

spreadsheets, on federal and county records, on intranet and internet sites, in training sessions, on City maps, and in staff meetings. Empathize with customers and communicate clearly in layman's terms. 

Handle difficult customers or situations in a calm and professional manner. 

Perform mathematical calculations. 

Work in a fast paced environment.

Promotional: Each applicant must have one year of permanent service with the City of Cincinnati in a position involving regular contact with the public and experience using a personal computer with office application (word processor, spreadsheet, internet, etc.) in a window-based environment.

Open: Each applicant must have one year of paid experience in a position that involves regular contact with the public and experience using a personal computer with office application (word processor, spreadsheet, internet, etc.) in a window-based environment. Must have a high school diploma or GED.

OTHER REQUIREMENTS: 

Must be able to work various shifts.

May be required to work rotating shifts, weekends, and special events, depending on assigned area of responsibility.

MILITARY EDUCATION & EXPERIENCE EVALUATION

Military education and experience may be substituted for college level course work at the lower and upper division baccalaureate and graduate levels and apprenticeship training at the vocational certificate level on a case by case basis based on the American Council on Education (ACE) Military Guide recommendations.