Job description

JOB
The City of Sugar Land is inviting customer service professionals who are interested in a full-time program position as a 311 Contact Center Ambassador to apply to join our amazing City! This exciting position works Monday - Friday during typical business hours. Why Should You Join Our Team? We are a full-service municipality located approximately 20 miles southwest of downtown Houston that invests in our team and offers real opportunities for career growth. We pay our 311 Contact Center Ambassadors a competitive salary of $16.84 to $19.37 per hour, paid as earned, depending on experience. We also offer great benefits and perks, such as 9 paid holidays plus a floating holiday to use at your discretion, generous vacation package that starts to accrue on your first day, a robust pension plan to set you up for a fulfilling retirement, flexible work from home opportunities, a down-to-earth casual environment and dress code, and a positive team-oriented culture. Our full time employees have access to medical, dental, vision, disability, life and other insurance options. If we have your attention… Please. Continue. Reading!About The City of Sugar LandThe City of Sugar Land, a municipality with a population of 111,026, provides the highest quality of affordable services to meet the needs of its residents. Master-planned communities and welcoming neighborhoods enhance home values and create a sense of belonging. The community offers outstanding schools, libraries, civic organizations, entertainment venues, and other resources that make Sugar Land a great place to work, live and raise a family. Numerous high-profile regional and international corporations have chosen Sugar Land as a corporate home. Sugar Land's aggressive economic development program has created a business-friendly environment, one that includes a variety of incentives, including a corporate aviation facility.We are proud to have been named one of the Top 50 places to live in the United States by The Press of Atlantic City, as well as the Best Texas cities to raise a family by Dwellics. We hire people based on their potential, not just their experience. We have an informal work environment but are serious about what we do. We believe that happy, talented employees add value to the City. We do our best to hire friendly, professional people who work hard and play well with others. We also promote a healthy work-life balance and personal development.Are You a Good Fit?The ideal candidate must be able to simultaneously manage the logistics of multiple call center software programs while maintaining clear and professional communication with both internal and external customers. In addition, the ideal candidate must have a knowledge and appreciation of the City of Sugar Land and the ability to understand the inner-working of each department within the City and have the ability to work in an environment where information changes frequently is critical for success in the role. We are looking for someone who can provide exceptional customer service to a variety of customers on a daily basis with professionalism and patience. Ask yourself: Do you enjoy interacting with people on a daily basis and enjoy helping others solve problems? Are you detail oriented? Can you handle conflict and tell someone “no” in a professional matter? If so, please consider applying for this 311 Contact Center Ambassador position today!

EXAMPLE OF DUTIES
What We Need from You as A 311 Contact Center AmbassadorAs our 311 Contact Center Ambassador, you will represent the City and will be expected to be able to work successfully after receiving regular direction regarding standard processes and procedures and adapt to frequent change. You need to have experience with professional telephone system etiquette and operating procedures as well as modern office practices and procedures. You will need to be able to learn and use City-customized programs, such as Tyler Technologies. You will need to be skilled in multi-tasking, such as operating multiple software programs simultaneously, including ACD software, CRM system, knowledge base, utility billing, asset management, the City website and internal chat. You will also be required to be able to record information accurately while simultaneously speaking with callers. You will comprehend and act on content in a Knowledge Base, with training. You will be required to obtain and retain knowledge and understanding of each City department’s day to day operating procedures. You will also need to be familiar with the geographic makeup of the City and surrounding area so you can provide directions based on information provided by a customer or viewing a map. As a 311 Ambassador you will be required to obtain an understanding of state, county and local public and private entities and their services. You will also need to be able to communicate effectively verbally and in writing with all levels of staff, public officials, and the general public. Follow verbal and written directions, work cordially with the citizens and customers of Sugar Land and establish and maintain effective working relationship within the organization, tolerate working in a confined work area for an entire work period, practice active listening to identify needs of customer, while speaking clearly and distinctly, and acting quickly and decisively in all situations, and maintain professional language and tone during stressful interactions, to overcome customer objections and to de-escalate combative verbal conversations with customer(s).

MINIMUM QUALIFICATIONS
Being personable, patient and professional, as you listen and respond to between 50-100 customer inquiries each day. You are detail oriented when documenting inquires so that customers do not need to repeat their concern. Do you instill a sense of confidence in customers that their concern will be addressed? When tense situations arise, you are not easily flustered, but are diplomatic and work hard to diffuse the situation and ensure clients feel heard and their problems are resolved. At the end of the day, you get great satisfaction out of making the client’s experience with the City positive and productive. If you can do those things and meet the following requirements, we would be happy to speak with you: High school diploma or GED Up to one year of progressively responsible customer service experience in a high volume call center or similar customer facing work environment is required. One year municipal experience preferredBi-lingual/multilingual skills preferred

SUPPLEMENTAL INFORMATION
Our success is achieved by the courage to do things differently and accept that failure will occur on the path to innovation.The City of Sugar Land is an equal opportunity employer.

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