Customer Service Agent

The City of Alexandria is located in northern Virginia and is bordered by the District of Columbia (Potomac River), Arlington and Fairfax counties. With a population of approximately 150,000 and a land area of 15.75 square miles, Alexandria is the seventh largest city in the Commonwealth of Virginia. Alexandria has a charming waterfront and is a unique and historic place to live and work. About one-quarter of the City's square miles have been designated as a national or local historic district. We proudly embrace our rich history and seize the endless opportunities that lie ahead. If you are interested in working for the vibrant City of Alexandria, we invite qualified candidates to apply for our Customer Service Agent position.

An Overview
The Customer Service Agent (CSA) classification is new to the City of Alexandria. This position responds to non-emergency services for both 911 public safety and 311 city services. The CSA responds to and assists with inquiries or concerns related to City of Alexandria services via various mediums. The work of the CSA is performed under the general direction of the Assistant Director of 311.

What You Should Bring
The ideal candidate should have knowledge of telephone and computer systems, including CityWorks/Salesforce software, methods and techniques utilized in the operation of a centralized customer contact center; ability to learn and maintain knowledgebase of City of Alexandria services, information and resources; ability to identify appropriate information and/or best course of action to meet customer specific needs; strong customer service and communication skills demonstrating the ability to deal courteously, tactfully and effectively with the public and City staff; and ability to effectively work under pressure, calmly dealing with escalating or difficult calls/customers.

The Opportunity

• Creates, accesses, and processes cases (from beginning to resolution) in the City's customer relationship management system (e.g. Salesforce).
• Receives and processes 911 non-emergency calls for service (e.g. parking, graffiti, and animal control complaints) for entry into the Computer-Aided Dispatch System (CAD).
• Receives 911 non-life-threatening joint response calls for service (e.g. mental health, substance abuse, domestic violence) for entry into the Computer-Aided Automated Dispatch System and evaluates for dispatch response.
• Obtains and processes towed vehicle information using Virginia Criminal Information Network (VCIN) technology and associated computer programs.
• Transfers or directs callers to the appropriate personnel or to other City departments.
• Performs related work, as required.

About the Department
The Department of Emergency & Customer Communications (DECC) ensures the effective delivery of routine and emergency calls for service to the City of Alexandria public safety departments. 311 Operations is a division within DECC that connects customers to more than 175 City services. Our highly trained staff of professionals always strives to provide the best service possible to the public. Our employees are the most dedicated you will find anywhere, going above and beyond each call, every time.

Minimum & Additional Requirements

High School Diploma or GED; two or more years’ experience in communication, call center and/or customer service operations or a related field, or any equivalent combination of education, experience, and/or training which provides the requisite knowledge, skills, and abilities for this job. Must obtain the Virginia VCIN/NCIC (Virginia Criminal Information Network/ National Criminal Information Center) Level A certification within six (6) months of hire.

The Virginia VCIN/NCIC mandates that all persons defined as a basic terminal operator be a United States citizen or be a lawful resident of the United States for the past ten (10) consecutive years as well as be employed by a criminal justice agency prior to applying for certification.

Preferred Qualifications

Bilingual in English and Spanish or any other foreign language.

Notes

*This position will close on the above mentioned date or once 100 applications are received, whichever comes first.*

This position requires the successful completion of pre-employment checks and medical testing including but not limited to a criminal history records check, fingerprinting, drug screening, vision and hearing exam, psychological testing. This position is considered essential personnel and will be required to report to work regardless of the emergency situation (i.e., weather, transportation or other disaster).