Under immediate supervision, represents the City of Toledo in a professional manner through communication to citizens regarding various city departments, including Department of Public Utilities customers over the telephone, in person through outreach, through email, chat, radio dispatch and text; may review work of and/or provide work direction to lower-level personnel, community partner agencies, and/or third-party contractors as needed; performs related work as required.

• Conveys a positive image and handles a large volume of customers in a professional, friendly, effective and efficient manner.
• Responsible for delivering customer service to citizens via multiple communication channels such as: in person, over the telephone, email, text, chat, fax, written correspondence, and radio dispatch.
• Accountable to provide general information, answer questions, and gather facts and pertinent information regarding water emergencies, utility bills and various city services, concerns and complaints.
• Works in a call center team environment and is required to meet multiple established call center key performance indicators, goals, and objectives.
• Assists utility customers with establishing/discontinuing of service accounts, exchanges and inspections of meters.
• Works closely with all city employees, specifically in the Department of Public Utilities, in order to assist with resolving customer questions and/or concerns, including but not limited to: requests for city services, verifying meter reads, tap information, service line information, bill adjustments, offering payment assistance, and communicating the appeals process and billing rates inside and outside the City of Toledo as needed.
• Enters information obtained from callers into multiple computer software programs utilized by the City of Toledo and proactively performs support and oversight to ensure effective and efficient processing and completion of reported concerns and/or complaints.
• Follows-up with citizens on utility matters and requests for services.
• Performs a variety of activities related to processing customer requests.
• Prepares and maintains a variety of organizational records and files.
• Compiles data for reports.
• Processes a wide variety of complex records, reports, applications and other transactions as required in a specific area.
• Makes recommendations for modifications in office forms and procedures under immediate supervision.
• Trains/mentors new personnel.
• Performs work of considerable difficulty utilizing multiple computer software programs to assist in analyzing, interpreting, and explaining information and status updates on request for city services and utility accounts.
• Responsible for providing high quality customer service to all internal and external customers.
• Performs work of considerable difficulty in independently completing various tasks involving complex work methods and problems.
• Provides peer to peer training.
• Other related duties as required. 

 Knowledge of:

• Working in a customer service contact center work environment.
• Telephone and email etiquette.
• Establishing and maintaining effective working relationships with internal and external customers.
• Contact center best practices.
• The Toledo Municipal Code, including he Department of Public Utilities Rules and Regulations.
• City ordinances, policies, rules and regulation related to city services.
• The functions and services of various city departments and local community agencies.
• Modern office procedures.
• The use of telephone functions, including the ability to conference call.
• Business English, grammar, punctuation, spelling, and capitalization.
• Microsoft Office software.
• Mathematics.
• The use of radio and communications.

Skill in:

• Working in a customer service contact center work environment.
• The use of radio and communications.
• Creating and maintaining electronic records, and electronic reports.
• Following established procedures.
• Preparing financial or statistical reports.
• Verifying alpha/numerical information.
• The use of personal computer, radio dispatch, calculator, and other related office equipment.
• Verbal and written communication.
• Receiving and making change with accuracy.
• Maintaining, confidentiality of information and materials.

Ability to:

• Speak articulately and to maintain courteous, tactful and effective public relations under stressful conditions. 
• Organize information.
• Identify and resolve problems.
• Work with individuals of diverse backgrounds.
• Establish and maintain effective working relationships with subordinates, peers, superiors, vendor representatives and clients.

• Graduation from high school or General Educational Development (GED) Tests equivalency.
• Four (4) years of experience with direct customer contact, either in person or over the telephone, with a minimum of two (2) years of experience in customer service operations handling general inquiries and complaints. 
• An Associate’s Degree in Administrative Office Technology, Business Management Technology or certification from an accredited customer service professional organization can be substituted for two (2) years of experience.
• Engage Toledo is an essential operation. Must be willing to work all of the three (3) shifts; including weekends and all holidays.
• Must possess a valid driver’s license.

PREFERREDEDUCATION, EXPERIENCE, AND CERTIFICATIONS:

The physical demands described within this job description must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

In this position, the employee will continuously stand, walk, and sit. Frequent stooping, kneeling, twisting, and crouching may occur with this position. Speaking and listening are constant essential functions of this position.

The work environment described within this job description will be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is continuously indoors. At times, this position may require extended work hours. The noise level in the work environment is usually low; however, occasional moderate background noise can occur.