CALL CENTER REPRESENTATIVE (TEMPORARY)

Location
Arlington, Virginia
Posted
Feb 16, 2018
Closes
Mar 02, 2018
Function
Customer Service
Hours
Full Time
Job Title: CALL CENTER REPRESENTATIVE (TEMPORARY) Closing Date/Time: Thu. 03/01/18 11:59 PM Eastern Time Salary: $35,110.40 - $53,643.20 Annually
Job Type: Full-Time Temporary Location: 4300 29th Street South, Arlington, VA, Virginia       Arlington County's Department of Environmental Services is recruiting for a Call Center Representative to work within the Customer Services Office (CSO) which provides exceptional customer service to County residents by responding to more than 58,000 customer calls annually. This position is a frontline customer service agent who responds to County residents' queries related to the entire spectrum of DES services including water and sewer service, solid waste and recycling, potholes, traffic signals, streetlights, and signs.

Specific duties include:
  • Providing quality support to customers to address complaints, inquiries and requests via phone or email relating to utility account billing, refuse pick-up, water services, street conditions, and other DES services;
  • Collaborating directly with utility billing staff on complicated or escalated billing issues to respond to customer complaints;
  • Notifying and collaborating with other supported work groups (i.e., Solid Waste Bureau, Water/Sewer/Streets Bureau, and Traffic, Engineering & Operations) to gather information to fully respond to customer inquiries related to their specific work group;
  • Creating new utility accounts, researching County programs, and providing customer education to directly resolve customer issues and reduce repeat calls;
  • Referencing customer utility account information on a county database to research billing related issues and entering updated data;
  • Coordinating with vendors or other departments to research solutions related to customer inquiries and issues; and
  • Collaborating with Team Lead and Manager to update or develop knowledge base, share articles or document internal procedures.
The ideal candidate is a customer service oriented professional with excellent interpersonal skills who can multi-task in a fast-paced environment while providing courteous service to constituents.
 Selection Criteria: Minimum: High school diploma or GED plus experience providing front line customer service to the public in a high volume office environment.

Substitution: Additional education may substitute for the experience requirement on a year for year basis.

Desirable: Preference may be given to candidates with experience in one or more of the following:
  • Resolving customer billing issues or other service-related customer complaints;
  • Deescalating contentious situations or conversations with others who may be upset or angry; and
  • Using an electronic database system to enter or retrieve data or information.

 Additional Information: This is a full-time, limited duration position expected to last for approximately 15 months. Employee is eligible for benefits including leave and health insurance.

Work Hours: Work hours are 8:00 a.m. to 5:00 p.m., Monday through Friday.

The official title of this position is Services Assistant IV. 

Your responses to the supplemental questionnaire are considered part of the application process and are required for this position. Please do not give "see resume" as a response to the questions. Incomplete applications will not be considered.