Customer Service Specialist
Location: Centennial, CO

The role of a Citizen Responder is to provide a visible link between the City of Centennial departments and the general public in order to maintain a consistent and high-quality level of customer support for the City of Centennial.
The incumbent must receive and respond tactfully and resourcefully in the process of seeking resolution to inquiries and issues/complaints that are reported by customers to the Citizen Response Center (CRC).
The Citizen Responder will also monitor compliance with performance standards, provide reports through the CRM system, and will assist with managing the Service Request and Work Order process/application in support of all project divisions.

Essential Duties and Responsibilities:

• As a Citizen Responder, receive complaints or inquiries via telephone, electronic mail. mobile app, and web requests from the public and provide answers, if known or through research, make the proper referral to an outside agency or resource, or issue the appropriate service request to the field crews.
• Assist all department heads in working with citizens and community groups to resolve neighborhood concerns.
• Conduct research and prepare correspondence in response to internal and public inquiries or issues and concerns.
• Maintain knowledge of various issues, projects, and events surrounding the City.
• Coordinate resources to respond to citizen’s questions and concerns.
• Assist the department with preparing and analyzing weekly and monthly reports, generated through the CRM system, that monitors compliance with performance standards by reviewing data entry for accuracy and completeness on a daily, weekly, and monthly basis.
• Perform data entry in the CRM system to initiate new requests, update service requests and reporting parties, and close work requests/work orders as necessary.
• Performs other similar duties as assigned.

Qualifications:

• High School diploma or GED
• Three (3) years call center or customer service experience.
• Basic knowledge of Microsoft Office Suite applications
• Ability to clearly and concisely communicate verbally and in writing with customers, office and field personnel

Preferred Qualifications:

• Thorough knowledge of Microsoft Office Suite applications.
• Experience working with CRM applications and/or Service Request/Work Order systems.
• Strong interpersonal communication and relationship skills, the ability to interpret, apply, and explain work management procedures.