Citizen Contact Agent II UC2

Position Summary Answer and respond to non-emergency call center requests using a multi-line phone systems; receive and respond to escalated calls; use effective problem-solving techniques to evaluate and resolve complex customer requests; 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; and provide supervisory leadership in the absence of the shift leader. 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 and Supplemental Functions

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. Answer and respond to 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. Receive and respond to escalated calls from Contact Agent I's; evaluate and determine service needed by applying knowledge of available services or resources to assist callers; redirect callers as appropriate. Provide training to Contact Agent 1's related to receiving, documenting and providing accurate information to customers. Create service tickets for building maintenance request. Provide citizens, businesses and City of Albuquerque employees with accurate and verified information concerning a variety of City services. Input, request, transmit and query information. Maintain current and accurate records; access information databases in relation to City services. Maintain awareness of other activities in the contact center (critical incidents, etc) in order to connect related information and provide additional support to Contact Agent I's.

SUPPLEMENTAL FUNCTIONS

Provide supervisory duties in the absence of the shift supervisor. Perform related duties and responsibilities as required. Minimum Education, Experience And Additional Requirements Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis. High school diploma or GED supplemented by thirty (30) credit hours college level course work in general studies; and Three (3) years of computer operations, word processing or data entry; and To include two (2) years of experience in telecommunication in a high volume telephone call area or at an equivalent level in a high volume customer service area.

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.

Working Conditions Environmental:

Office environment; exposure to computer screens.

Physical:

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