Contact Center Representative

Performs intermediate administrative support work answering phones, responding to customer chats, responding to customer questions, providing information to callers, and related work as apparent or assigned. Work is performed under the moderate supervision of the Assistant Contact Center Director.

• Answers incoming phone calls, chats, and email from citizens on a daily basis.
• Process emails from all departments, rental leases for water billing, and other documents as needed.
• Responds to request for water meter leaks, sewer backups, potholes, closed roads, police department inquires, and inspection requests for permits.
• Receives reports of fallen trees blocking roads, and related hazards; receives reports of disconnected and connected water services.
• Works overtime when needed, answer inquiries from the fire department.
• Research information for citizens and other departments.

Education and Experience: High school diploma or GED and minimal experience working in customer service, call centers, or equivalent combination of education and experience.

Knowledge, Skills and Abilities: Communicate effectively, both orally and in writing, including dealing with staff members and residents on a variety of complex and sensitive issues; ability to navigate a telephone system with headset or Bluetooth earpiece capability, multiple computer screens and various computer systems including but not limited to USD, Cisco Unified Contact Center Express, Microsoft Outlook/Excel/Word, Accela, Paymentus, Internet Explorer and Proprofs Live Chat. Ability to handle large volume of incoming/outbound phone calls, chats, e-mails, web & mobile app requests. Ability to actively listen to customer requests, speaking with a clear, well-modulated voice and quickly conveying concise and accurate information; establish constructive working relationships with various city employees, management, and the general public while maintaining objectivity and credibility throughout the project process; use organizational skills and perform multiple projects and/or tasks simultaneously in order to accomplish goals in an effective and timely manner and produce quality products within short timelines and under pressure; be detailed-oriented and work well independently or as a member of a team.

Physical Requirements: This work is sedentary and requires little to no exertion of force; work regularly requires sitting, speaking or hearing, using hands to finger, handle or feel, reaching with hands and arms and repetitive motions and occasionally requires walking. Work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data; work regularly requires exposure to fumes or airborne particles and occasionally requires exposure to toxic or caustic chemicals; work is generally in a moderately noisy location (e.g. business office, light traffic).

EMPLOYEE BENEFITS

• 401a Contribution (employee match not required)
• Bus Pass Program
• Education Assistance
• Employee Assistance Program
• Employee Suggestion Program
• Family and Medical Leave
• Flexible Spending Accounts
• Group Health Insurance
• Group Dental Insurance
• Jury Duty Leave
• Life/Accidental Death Insurance
• Long-Term Care Insurance
• Military Leave
• Paid Holidays
• Promotion from Within
• Retirement/Pension Plan (State of NC)
• School Leave
• Shared Leave
• Short-Term Disability Insurance
• Sick Leave
• Training
• Vacation Leave
• Wellness Program

The City of Winston-Salem's employment practices are guided by federal, state, and local rules and regulations guaranteeing employment opportunities to all persons without regard to and prohibiting discrimination or harassment on the basis of race, creed, color, sex, sexual orientation, pregnancy, age, religion, political affiliation or beliefs, national origin or handicap, unless a bonafide occupational qualification exists.