Citizen Service Advisor Trainee
City of Norfolk, Virginia, MN, United States
The City of Norfolk's Office of Citizen Services is seeking to hire Citizen Service Advisor Trainees for the Norfolk Cares Contact Center.
The City of Norfolk is committed to better municipal management and serving residents more effectively. The Office of Citizen Services utilizes data analytics and innovative strategies to enhance community engagement, improve service efficiency and boost citizen satisfaction. The Norfolk Cares Center is an effective contact center that provides accurate, timely information and responses to citizen complaints, city processes and information related to services provided by the City.
The Citizen Service Advisor Trainee serves as a front-line liaison for the City of Norfolk, affording residents, businesses and visitors the opportunity to have 1 Call to City Hall.
Responsibilities
Responding to customer inquiries for information and service using an automated call distribution or electronic services system; responds to public information inquiries by telephone, computer, and/or mailings. Following division protocols and scripts provide timely information on City services, policies, and practices in a courteous and effective manner; uses applicable computer and customer interactive applications and other job‑related office equipment; meets quality standards for service. Referring inquiries or following up, as needed, to applicable City departments and agencies. Performing administrative support work such as entering, updating, and editing customer service requests; determining appropriate processes to be used; maintaining clear and organized handwritten and/or electronic records. Keeping current regarding the functions and operating procedures of City departments and agencies; maintaining knowledge of the City’s website, and geography of the city and surrounding areas. Working in cooperation with interested residents, businesses, visitors and city departments to improve the quality of life of Norfolk residents. Mediating between parties concerning city services and providing resolution. Referring unresolved issues to the agencies responsible for taking the necessary corrective action. Educating citizens, businesses and visitors about city services. Serving as a liaison between residents and City Hall: helping residents navigate City Departments. Regular, reliable, and punctual attendance is a necessity for this position. bNo experience required. Qualifications
Written Comprehension – ability to understand written sentences and paragraphs. Written Expression – ability to use words or sentences in writing so that others will understand. Problem Sensitivity – ability to tell when something is wrong or is likely to go wrong; includes identifying the whole problem as well as elements of the problem. Deductive Reasoning – ability to apply general rules to specific problems to come up with logical answers. Information Ordering – ability to follow correctly a rule or set of rules or actions in a certain order. Time Sharing – ability to shift back and forth between two or more sources of information. Judgment – ability to develop alternative courses of action in making decisions from logical assumptions that reflect factual information. Behavioral Flexibility – ability to modify one’s approach to most effectively meet the needs of the situation. Receptive to constructive criticism with the ability to learn from feedback. Proven ability to maintain high quality standards while handling multiple responsibilities. Experience in Salesforce, Central Square, Harris Northstar, Duncan Solutions, Paylock, and Zephire. Working Hours
Monday – Friday 7:55 am – 5:00 pm Work Location
835 Glenrock Road Suite 220 Norfolk, VA 23502 (Remote Eligible) This position is deemed essential which means staff will be required to work during inclement weather and emergencies
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Responding to customer inquiries for information and service using an automated call distribution or electronic services system; responds to public information inquiries by telephone, computer, and/or mailings. Following division protocols and scripts provide timely information on City services, policies, and practices in a courteous and effective manner; uses applicable computer and customer interactive applications and other job‑related office equipment; meets quality standards for service. Referring inquiries or following up, as needed, to applicable City departments and agencies. Performing administrative support work such as entering, updating, and editing customer service requests; determining appropriate processes to be used; maintaining clear and organized handwritten and/or electronic records. Keeping current regarding the functions and operating procedures of City departments and agencies; maintaining knowledge of the City’s website, and geography of the city and surrounding areas. Working in cooperation with interested residents, businesses, visitors and city departments to improve the quality of life of Norfolk residents. Mediating between parties concerning city services and providing resolution. Referring unresolved issues to the agencies responsible for taking the necessary corrective action. Educating citizens, businesses and visitors about city services. Serving as a liaison between residents and City Hall: helping residents navigate City Departments. Regular, reliable, and punctual attendance is a necessity for this position. bNo experience required. Qualifications
Written Comprehension – ability to understand written sentences and paragraphs. Written Expression – ability to use words or sentences in writing so that others will understand. Problem Sensitivity – ability to tell when something is wrong or is likely to go wrong; includes identifying the whole problem as well as elements of the problem. Deductive Reasoning – ability to apply general rules to specific problems to come up with logical answers. Information Ordering – ability to follow correctly a rule or set of rules or actions in a certain order. Time Sharing – ability to shift back and forth between two or more sources of information. Judgment – ability to develop alternative courses of action in making decisions from logical assumptions that reflect factual information. Behavioral Flexibility – ability to modify one’s approach to most effectively meet the needs of the situation. Receptive to constructive criticism with the ability to learn from feedback. Proven ability to maintain high quality standards while handling multiple responsibilities. Experience in Salesforce, Central Square, Harris Northstar, Duncan Solutions, Paylock, and Zephire. Working Hours
Monday – Friday 7:55 am – 5:00 pm Work Location
835 Glenrock Road Suite 220 Norfolk, VA 23502 (Remote Eligible) This position is deemed essential which means staff will be required to work during inclement weather and emergencies
#J-18808-Ljbffr