Examples of Work Performed
(Illustrative only. Any one position within this classification may not include all of the duties listed nor do the listed examples include all of the tasks which may be performed.)
Answers incoming calls from citizens, utility customers, Police Department, Fire Department, other City Departments, and other agencies regarding emergencies and requests for city services; prioritizes calls received simultaneously by radio, telephone, and other call takers.
Greets and assists the general public with walk-in service and information requests; processes service requests and applications for various.
Receives complaints and requests, provides information, analyzes data to determine proper response to inquiries, responds to inquiries, and/or directs citizens to proper department for assistance.
Provides information and assistance related to City services, activities, procedures, or other issues; responds to questions, complaints, or requests for service, and resolves customer inquiries relating to billing, billing adjustments, and/or other issues regarding City services.
Provides customers with as much information and direct services as possible without referring the customer to another person or department.
Researches, analyzes, and resolves customer's problems and inquiries; initiates additional investigations as necessary.
Operates a computer to input information from customer and to access knowledge database and previous customer account; creates, edits, compiles, manipulates, and retrieves files, databases, and create reports; maintains and monitors various records and reports.
Serves in multiple agent role to access multiple utility customer databases, depending upon daily assignment. May need to switch back and forth between multiple utility customer database from one call to the next (i.e. GCWW databases and Butler County database).
Receives service order through multiple intake channels, including phone, fax, and e-mail; initiates and forwards service requests for City services to proper department/division for resolution utilizing state-of-the-art call center technology; changes activity status when appropriate; advises citizens of anticipated service and completion dates of their requests.
Dispatches appropriate crews and equipment to locations when necessary.
Takes and relays messages to and from field crews, supervisors, and others using e-mail, telephone, radio, cellular phone, or paging system.
Maintains location and status of field personnel; looks up locations using, Permits Plus, Cincinnati Area Geographic Information System, street guides, and maps to provide directions for crews or citizens.
During non standard working hours, receives and dispatches calls for emergency maintenance service needed at City owned buildings or facilities; notifies proper agencies of any alarms activated at any City facility.
Routes and assigns crews and equipment to complete repairs as determined by priority and availability of equipment. • Relays field equipment malfunctions to Fleet Services for all City agencies.
Retrieves customer account information to ascertain bill payment history, land use codes, property descriptions, meter reading history, and premises, branch, and meter information.
Provides customers information on bills, account balances, services, delinquent accounts, and adjustments; explains bills and billing calculations, service rates, termination and reconnection of services; establishes/discontinues service; informs customers of necessary steps to resolve problems; calculates specific charges using a calculator; looks up rates on charts.
Completes necessary forms, documents, or letters to establish new accounts, establish service, request repairs, terminate service, and initiate account adjustments.
Determines if and when to grant bill extensions and extended payment arrangements; listens to circumstances and determines if supervisor's approval of extension is needed.
Checks records on microfiche or courthouse records when necessary; locates proper files and library information; looks up information in reference manuals.
Reviews applications for permits for completeness; reviews submitted plans for proper certification; checks to see if all sheets of the plans are complete and neat and legible as well as reasonably clear and contrasting for later scanning and drawn to scale on unlined paper.
Assigns and generates an APD number for each submitted plan; perforates plans with APD number.
After plans are reviewed and approved, calculates fees, updates computer records, collect fees, issues receipt and permit.
Collects and balances daily revenue from sales of permits, receipts, or payment of customers in the Permit Center.
Updates customer files; verifies accuracy of account files against various sources of information.
May represent the Customer Service Call Center to groups of citizens at schools, community gatherings, or other meetings.
Working knowledge of current safety policies, instructions for proper usage, and other procedures and professional practices required for completing job duties. Identifies unsafe practices and conditions and brings such matters to the attention of the supervisor.
Conveys a positive image and handles a large volume of customers in a friendly, effective, efficient, and professional manner.
