<p>Position Purpose/Summary</p> <p>Primarily Responsible for creating and maintaining the various DPW Accounts for the city. Oversees the administration and processing of all DPW Services including Solid Waste Service, new / modified Solid Waste Accounts, coordination with DPW field personnel, bulk appointments, general DPW Citizen concerns, etc., as well as the individual DPW departments involved in the process. Work is performed under the supervision of the 311 Call Center Director. Supervision is exercised over other employees as assigned.</p> <p>Essential Functions</p> <ul> <li>Creates necessary work orders for all requests, complaints, and / or concerns generated by the public for any and all DPW related issues (Solid Waste, Traffic, Road Maintenance, Flooding, etc.) </li><li>Based upon request, complaints and / or concerns generated by the public related to any aspect of DPW Services, work orders will be created, or based upon time sensitivity, DPW personnel will be contacted directly via radio or phone to relay information. </li><li>Logs and processes incoming Solid Waste Applications, daily collection issues, etc. for a variety of requests. </li><li>Communicates with various DPW and City departments involved in the Solid Waste Application Process. </li><li>Using the two-way radio to communicate with the DPW foreman to resolve trash complaints in real-time when possible </li><li>Creates, updates, and maintains Solid Waste Accounts in Munis. </li><li>Schedules service requests related to Solid Waste Accounts and / or collection issues. </li><li>Notifies residents of the outcome of their Solid Waste Application request and / or day-to-day collection issues. </li><li>Files applications and maintains the archive of Solid Waste Applications. </li><li>Takes phone calls from residents related to Solid Waste Applications and accounts and status of collection services. </li><li>Performs other related duties as needed. </li></ul> <p>Knowledge, Skills, and Abilities</p> <ul> <li>Ability to use basic computer software and Microsoft Office Suite. </li><li>Ability to communicate on a professional level. </li><li>Ability to keep accurate records and backup to enforce solutions to problems. </li><li>Good decision-making skills and able to quickly respond to initial customer inquiries/complaints, </li><li>Ability to creatively troubleshoot customer service/process/technology challenges. </li><li>Excellent interpersonal skills and ability to establish/maintain positive relationships with people at all levels of municipal government and the general public. </li><li>Evaluate CSR performance both through written and verbal communication. </li><li>Organized and able to multi-task in a high-volume call center. </li><li>Basic math skills. </li></ul> <p>Education and Experience</p> <ul> <li>Bachelor's degree in related field. </li><li>Three (3) or more years of previous customer service experience and two (2) years of supervisory experience. </li><li>Spanish bilingual preferred. </li></ul>