Description

Summary
The Community Solutions Specialists, is part of the 311 Contact Center team, serves as the front door to the City and provide professional and timely assistance for community members, residents, businesses, and visitors who contact the City by phone, email, chat, text or online seeking information about community services and programs. Supports the mission of exceptional service without exception.

Essential Duties and Responsibilities

• Serves as the main point of contact for residents, businesses, and visitors requesting information and/or assistance with City of Temple provided programs and services
• Responds to incoming community requests/inquiries via phone, email, live chat, and text and ensures service and information requests are being handled professionally, timely and thoroughly
• Utilizes the Customer Relationship Management system to input, follow-up on and respond to questions, concerns, and service requests
• Handles escalated or complex issues by engaging appropriate resources to resolve problems; must be solutions-driven
• Continuously follows changes and updates to city operations, policies, procedures, and services to enhance community customer service. 
• Acts as an on-call agent for city-wide emergencies and weather-related events.
• Follows policy, procedures, and safety guidelines
• Performs other duties as assigned

Requirements

Minimum Qualifications  

• High School diploma or equivalent 
• Two (2) years of customer service experience in related area
• Demonstrated proficiency in typing and 10-key as determined by the department

Preferred Qualifications 

• Associate degree in business or related field
• Bilingual in English and Spanish
• One (1) year of municipal government experience
• One (1)  year of call center experience
• Customer Relationship Management software experience (Salesforce a plus)