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Louisville Metro Government · 4 months ago

Customer Service Center Specialist

Louisville, KY

Full-time

Onsite

Entry Level

$40K/yr - $40K/yr

2+ years exp

Louisville Metro Government is dedicated to providing quality services to its citizens, and they are seeking a Customer Service Center Specialist. The primary role involves addressing customer inquiries, utilizing a contact center system, and ensuring effective communication through various platforms.

Responsibilities

Receives, resolves and/or forwards calls utilizing a contact center system

Identifies the citizen’s inquiry, gathers and provides information through a specialized knowledge base/mapping system and website

Uses multiple computer systems and phones to handle inquiries, research answers, enter requests for service, comments, or complaints

Monitors and responds to social media through Twitter, Facebook, and online chats

Builds sustainable relationships and engages customers

Conducts customer surveys for feedback and records this information into a database

Provides training and guidance for new employees on operating procedures related to providing information to the caller and operating computers to process requests, as needed

Performs related work as assigned

Qualification

Customer serviceData entrySocial media managementCPR certificationNIMS certificationClerical experienceCommunication skillsTeamwork

Required

High School Graduation or GED equivalent

Two (2) years of clerical, customer service, receptionist or computer data entry experience or an equivalent combination of education, training and experience

Must be certified in basic CPR from an American Heart Healthcare CPR or obtain within six months of employment

Must be certified in National Incident Management System: IS100, IS200, IS700, IS701.a, IS702.a, IS703.a, and IS706 or obtain within six months of employment

Must not have been convicted of a felony

Must submit to a pre-employment drug screening

Must work a varied schedule