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Customer Engagement Liaison

Employer
City Of Alexandria Virginia
Location
Alexandria, VA
Salary
$36,917.92 - $60,683.34 Annually
Closing date
Dec 9, 2021

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Job Details

Customer Engagement Liaison

The City of Alexandria is 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 Engagement Liaison position.

An Overview
This position provides a single point of contact for all non-emergency services utilizing telephone and computer systems. Responds to routine phone inquiries from citizens and city departments, provides customer service and information to callers, takes complaints and service requests, and forwards complicated requests to the Senior Customer Service Agent for further action. Inquiries, complaints, and requests are entered into appropriate computer systems with some need to perform follow-up. The work of this position is performed under the supervision of the Senior Customer Service Agent.

What You Should Bring
The ideal candidate should have knowledge of telephone and computer systems; knowledge of methods and techniques needed to operate equipment utilized by a centralized contact center; knowledge of available City services, information, and resources; ability to select appropriate services to meet the specific needs of customers; ability to deal courteously, effectively and tactfully with the general public and others; ability to effectively work under pressure including calmly dealing with escalating or difficult calls/customers; ability to ask appropriate questions to identify requests for City services and information; ability to simultaneously and effectively listen, type and/or speak; ability to accurately record details of requests and customer inquiries; ability to speak in a clear and pleasant voice; skill in the operation of basic window-type applications; excellent communication skills; and exceptional organizational and follow-through skills.

The Opportunity
  • Assists customers via telephone, email, and in-person or online with inquiries or concerns related to City procedures and services by asking questions to determine customer needs.
  • Greets, assists, and provides direction to visitors/customers.
  • Operates a two-way radio and dispatches service units in response to calls and complaints.
  • Creates or accesses tickets in CityWorks, enters information on customer inquiries or service requests, and provides updates and resolutions on previously created tickets.
  • Conducts research, using a variety of City resources including FAQs and/or a knowledge-based system, to provide customers with answers to inquiries or concerns.
  • Acts as liaison between the customer and department staff by following up on customer requests or complaints and solving problems related to service issues.
  • Processes requests for City Council and other departments; including providing customer support during the assignment, monitoring, and timely follow-up of requests.
  • Maintains computer records of incoming calls, complaints, and resolutions; and
  • Performs other duties as assigned.
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. If you would like to review more about our department, please click the following link. https://www.alexandriava.gov/DECC

Minimum & Additional Requirements

High School Graduate or GED; two or more years experience in communication, call center and/or customer service operations or a related field required, or an equivalent combination of education, experience, and/or training which provides the requisite knowledge, skills, and abilities for this job.

Preferred Qualifications

Experience in window-type or customer service applications; customer service training/certifications.

Notes

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, as well as position-specific competency and/or aptitude screening.

*This position will close on the above date and time or once 25 applications are received, whichever comes first.

Company

The City of Alexandria is an award-winning, innovative, and progressive local government that brings together elected leaders, residents, businesses, and staff to foster a thriving community.  We are an independent, full-service city, providing the services typically operated by both counties and cities in areas such as public safety, transportation, human services, parks and recreation, planning, and administration. We offer a wide range of exciting career opportunities in a variety of fields, with the resources and expertise to succeed.  In Alexandria, employees are our most important asset, and we work hard to create and support a culture that delivers excellence through the shared values of respect, integrity, teamwork and continuous improvement.

Our employees have access to excellent medical, dental, vision, life insurance and other benefits.  Alexandria provides a defined-benefit pension and offers six weeks of paid parental leave to employees who become parents through birth, adoption or foster care.

We offer a robust wellness program, interdepartmental rotation program, tuition assistance funding and professional development program that helps employees obtain the knowledge, skills, qualifications and experience to enhance their professional and personal growth.

With a population of approximately 160,000 and a land area of 16 square miles, Alexandria is the seventh largest city in the Commonwealth of Virginia. Located on the Potomac River across from Washington, D.C., Alexandria is known for its beautifully preserved 18th- and 19th-century architecture, charming waterfront, high-tech economy, vibrant retail and restaurant corridors and diverse neighborhoods. We are a unique and historic community, and we continue to innovate for the 21st century.

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