Citizen Contact Agent I UC1

Answer incoming non-emergency call center requests using a multi-line phone system; operate a computer terminal to provide detailed, accurate and verified information to citizens, businesses and City of Albuquerque employees concerning a variety of City services;  receive, evaluate, prioritize and relay non-emergency and in some instances emergency calls to appropriate service personnel; forward specific calls to appropriate agencies for further assistance; gather, receive, record and disseminate a variety of incoming information; perform various data entry duties pertaining to calls received; and perform a variety of duties relative to the assigned area of responsibility.

This is an unclassified at-will position.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.
 ESSENTIAL FUNCTIONS: Essential functions may include but are not limited to the functions listed below. Must be able to perform the essential functions of the job with or without a reasonable accommodation.

1. Answer incoming non-emergency call center requests using a multi-line phone system; extract information, evaluate, document and prioritize customer needs; determine appropriate assistance; if needed, refer call to appropriate contact, department or agency.
2. Provide citizens, businesses and City of Albuquerque employees with accurate and verified information concerning a variety of City services.
3. Create service tickets for building maintenance request.
4. Perform various data entry duties pertaining to calls received; input, request, transmit and query information.
5. Maintain current and accurate records; access information databases in relation to city services.
6. Maintain awareness of other activities in the contact center (critical incidents, etc.) in order to connect related information and provide additional support.

SUPPLEMENTAL FUNCTIONS:

1. Perform related duties and responsibilities as required.

Education directly related to the minimum requirements below may be substituted for experience on a year for year basis.

High school diploma or GED; and 

Three (3) years of experience in a high volume customer service area; and

To include two (2) years of experience using network computer systems, word processing, data entry or responding to inbound and outbound calls. 

Inbound call handling experience in a high volume, fast paced environment preferred.

ADDITIONAL REQUIREMENTS: 

Must be able to work holidays, weekends, irregular hours and shift work may be required with possible extension of shift hours, at times with short notice.
 Environmental:
Office environment; exposure to computer screens.

Physical:
Essential and supplemental functions may require sitting or standing for prolonged periods of time.