Job Title: CUSTOMER SUPPORT REPRESENTATIVE
Location: Fort Wayne, IN 46802
Rate: Best as per Market
Duration: Full Time
Client: Direct Client (City of Fort Wayne)
Working under the direction of the Customer Support & Billing Manager, incumbent acts as the liaison for the customer and City Utilities. Incumbent should be able to effectively handle customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior. The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the City and Utility's safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations.
Duties and Responsibilities:
Include the ability to interact with the public, City incumbents, and outside agencies with patience, tact, respect, and professionalism and the following. Other duties may be assigned.
CANDIDATE SKILLS AND QUALIFICATIONS
Customer Support Representative II (CSR II) - Possesses all of the qualifications of the CSR I
Position, and advanced knowledge of Customer Support department operations as gained through experience in Customer Support. Possesses proficiency in 3 - 4 divisions of Customer Support.
Customer Support Representative III (CSR II]) - Possesses all the qualifications of the CSR II position Possesses proficiency in 3 - 4 divisions of Customer Support. Oversees training for Customer Support staff on new and revised operating procedures and the development of training manuals and related materials. Maintains individual and department training records and updates training materials, manuals and procedures. Serves as a team lead for the department. Fills in when the Customer Support Supervisor is unavailable.
Performs other duties as required.
The incumbent is responsible to manage their performance in accordance with this job description and the performance expectations provided to them by management. If at any time the incumbent is unsure of their role or specific responsibilities, it is the incumbent's responsibility to refer to their job description and ask for clarification from their supervisor. Management will work with the incumbent, as needed, to ensure performance expectations are clearly communicated and performance goals are achieved
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OTHER KNOWLEDGE, SKILLS and/or ABILITES