Customer Service Specialist

Austin, TX, United States

Must Have:

Two or more years of experience in providing customer service, including answering questions from the public or other relevant experience.

JOB DESCRIPTION

General Overview:

At an intermediate level, receives visitors at an *** facility, serving as the first point of customer contact within that facility. Greets and directs visitors, answers inquiries, answers and routes phone calls and coordinates deliveries. Provides information related to the services of the ***. Occasionally issues badges to visitors and coordinates escorting of visitors to the appropriate destination. This position utilizes knowledge and experience in own discipline but is still building higher-level knowledge and skills. Receives a moderate level of guidance and direction from supervisor, manager and/or more experienced colleagues.

• Provides friendly, professional and helpful services to visitors at *** facilities. Maintains a basic awareness of media relations, public relations, *** issues and events.

• Greets visitors, follows established sign-in procedures and notifies appropriate staff of visitors. Assists with visitors' needs and responds to inquires. Maintains awareness of meetings attended by general public at the designated facility and directs visitors appropriately. Accepts deliveries, receives faxes and notifies recipient(s).

• Answers and routes calls. Responds to general questions that are typically found in the Frequently Asked Questions (FAQ) document. Responds to basic level public complaints and routes escalated issues to appropriate department staff.

• Monitors publication supplies provided in the reception area and arranges for replacement as needed. Ensures the reception area is kept clean and organized. Monitors the reception area for potential safety issues and reports them to appropriate facility or safety staff.

• Works with assigned department and/or facility's management to provide customer service support function additional to departmental administrative staff's duties.

• Maintains general and/or departmental Frequently Asked Questions (FAQ) document and provides feedback regarding changes.

• May assist meeting services staff in responding to customer requests using "Ask ***" tool. Gathers answers to questions. May assist in creating and distributing monthly Ask *** reports.

• May serve as a data owner for ***'s online customer contact database. May assist meeting services staff in obtaining updated customer contact information from representatives in the business and updating information as appropriate in database.

• Assists in developing and implementing activities for the annual national recognition of customer service week.

• In the event of an emergency situation, may assist in coordination of building evacuation, staff notification or various other support duties.

• Incumbents in Redbud location:

o Monitor building and parking lot using electronic security equipment (i.e., CCTB) and control gate access for employee parking.

o Schedule facility tours on a daily basis for walk-in customers, callers and program coordinator.

Manage tour calendar and assist with other tasks related to education programs.

• Incumbents in Hancock location:

o Schedule and coordinate vehicle reservations for the GOC.

o Schedule and coordinate computer equipment checkout for the GOC. Provide equipment to requestors as appropriate.

• Incumbents in Dalchau Service Center and Redbud locations:

o Serve as back-up to the telephone operators at their locations when the phone system is down or during a building evacuation.

• Provides day-to-day guidance and training to less experienced team members. May assist supervisor in scheduling coverage.

• May provide additional customer or business support services duties as assigned.

• Participates in cross-training activities, cross-departmental sharing of knowledge and, when appropriate, cross-departmental developmental assignments. Shares knowledge and expertise with others, developing a pipeline of possible successors. Learns from others in different roles and different departments to expand knowledge.

This general overview only includes essential functions of the job and does not imply that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instruction and to perform any other job-related duties requested by supervisor or management.

Minimum Qualifications:

Two or more years of experience in providing customer service, including answering questions from the public or other relevant experience.

Knowledge, Skills and Abilities:

• Knowledge of customer service and telephone etiquette

• Knowledge of *** operations, departments and facilities

• Skill in connecting calls

• Skill in providing customer service

• Skill in keyboarding

• Skill in verbal communication

• Skill in listening to customers and determining needs with limited information

• Basic skill level in office productivity applications (such as e-mail, word processing, etc.)

• Ability to maintain composure in stressful situations and project a positive professional image

• Ability to work efficiently and independently with minimal supervision

• Ability to work in a team environment

• Ability to balance and manage competing high priority work demands

Work Environment:

• Work hours are spent in an office environment

• Work is confined to a particular work space which requires relief to leave

Physical Demands:

• Work involves occasional finger/hand manipulation in using a keyboard and mouse

• Work of incumbents at the GOC and Service Center involves occasional crouching or other non-sitting positions in retrieving computer equipment from storage area or receiving deliveries and placing them on the floor

• Incumbents at the GOC and Service Center occasionally lift and carry up to 20 pounds in providing computer equipment to requestors or delivery boxes to staff or visitors