Find More Than 10K+
United Kingdom Jobs

Overview
The City of Alexandria is in northern Virginia and is bordered by the District of Columbia (Potomac River), Arlington, and Fairfax counties. With a population of approximately 150,000 and a land area of 15.75 square miles, Alexandria is the seventh largest city in the Commonwealth of Virginia. Alexandria has a charming waterfront and is a unique and historic place to live and work. About one-quarter of the City's square miles have been designated as a national or local historic district. We proudly embrace our rich history and seize endless opportunities. If you are interested in working for the vibrant City of Alexandria, we invite qualified candidates to apply for the Customer Engagement Liaison position.

An Overview
This position provides a single point of contact for all non-emergency services utilizing telephone and computer systems. Responds to routine phone inquiries from citizens and city departments, provides customer service and information to callers, takes complaints and service requests, and forwards complicated requests to the Senior Customer Service Agent for further action. Inquiries, complaints, and requests are entered into appropriate computer systems with some need to perform follow-up. The work of this position is performed under the supervision of the Senior Customer Service Agent.

What You Should Bring
The ideal candidate should have knowledge of telephone and computer systems; knowledge of methods and techniques needed to operate equipment utilized by a centralized contact center; knowledge of available City services, information, and resources; ability to select appropriate services to meet the specific needs of customers; ability to deal courteously, effectively and tactfully with the general public and others; ability to effectively work under pressure including calmly dealing with escalating or difficult calls/customers; ability to ask appropriate questions to identify requests for City services and information; ability to simultaneously and effectively listen, type and/or speak; ability to accurately record details of requests and customer inquiries; ability to speak in a clear and pleasant voice; skill in the operation of basic window-type applications; excellent communication skills; and exceptional organizational and follow-through skills.

The Opportunity

• Assists customers via telephone, email, online and via social media with inquiries or concerns related to City procedures and services by asking questions to determine customer needs.
• Creates, accesses, and processes service requests (from beginning to resolution) in the City's customer relationship management system (e.g., Salesforce).
• Conducts research, using a variety of City resources including FAQs and/or a knowledge-based system, to provide customers with answers to inquiries or concerns.
• Acts as liaison between the customer and department staff by following up on customer requests or complaints and solving problems related to service issues.
• Processes requests for City Council and other departments; including providing customer support during the assignment, monitoring, and timely follow-up of requests.
• Maintains computer records of incoming calls, complaints, and resolutions.
• Performs other duties as assigned.

About the Department
The Department of Emergency and Customer Communications (DECC) ensures the effective delivery of routine and emergency calls for service to the City of Alexandria public safety departments. Our highly trained staff of professionals always strives to provide the best service possible to the public. Our employees are the most dedicated you will find anywhere, going above and beyond the call of duty to serve. Alexandria's 9-1-1 center is accredited by the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA). Alexandria's 9-1-1 center is one of only eight in Virginia to hold such accreditation. If you would like to review more about our department, please click the following link Emergency and Customer Communications.