CALL CENTER AGENT II

JOB TITLE:

Call Center Agent

JOB CLASS NUMBER:

CLR077

PAY GRADE:

G03

FLSA STATUS:

non-exempt

BUSINESS UNIT NAME:

Utility Billing

REPORTS TO:

Call Center Supervisor/ Utility Billing Manager

STARTING PAY:

$17.60/HR.

SUMMARY

Under the direct supervision of the Call Center Supervisor, a Call Center Agent is an individual who works closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The Call Center Agent may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

To be a successful Call Center Agent, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

ESSENTIAL RESPONSIBILITIES

• Answers or makes calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responds efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engages in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Builds lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizes software, databases, scripts, and tools appropriately.
• Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
• Takes part in training and other learning opportunities to expand knowledge of company and position.
• Adheres to all company policies and procedures.

MINIMUM REQUIREMENTS

• High School Diploma or equivalent.
• More education or experience may be preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

KNOWLEDGE, SKILLS, AND ABILITIES. 

• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision-making skills.
• Adaptability and accountability.
• Fluency in multiple languages may be desired. Working knowledge of customer service techniques, database systems, web-based systems, and billing systems
• Ability to deal effectively with others in a courteous manner.
• Ability to speak in a clear and concise manner.
• Ability to operate a variety of office equipment.
• Ability to ask appropriate questions to obtain necessary information.
• Ability to make sound judgments regarding customer issues.
• Ability to apply and calculate various rates associated with City services.
• Ability to operate a personal computer.
• Ability to understand and operate a variety of computer programs simultaneously.
• Ability to cope with heavy public traffic both in person and by phone with constant interruptions.
• Ability to multi-task.
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ADA PROFILE

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of this position. While performing the duties of this Job, the employee is required to exert up to 10 pounds of force occasionally, and/or up to 5 pounds of force frequently, and/or up to 5 pounds of force constantly to move objects. The employee is also required to balance, crouch, feel, finger, handle, pull, push, reach, speak, stand, stoop, talk, see, and walk.  Also requires the ability to make rational decisions and preform repetitive motions.  

WORK ENVIRONMENT

Will work Monday-Friday, 8am to 5pm.  The City of Amarillo is an Equal Opportunity employer and encourages applications from eligible and qualified persons regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status, in compliance with applicable federal, state, and local law. The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case-by-case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office at 806-378-4294.  

The City of Amarillo is an Equal Opportunity employer and encourages applications from eligible and qualified persons regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status, in compliance with applicable federal, state and local law.

The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case by case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office at 806-378-4294.