Location: Memphis,TN, USA
Position Summary Works under general supervision to perform responsible clerical work involved in the Mayor's Action Center which serves as the first point of contact for residents seeking assistance, services, or information about Shelby County Government. This role requires excellent communication skills, organizational ability, and proficiency in technology to manage requests, support departments, and ensure prompt resolution of constituent concerns. Pay Grade: 43 Salary Commensurate with Experience and Education
Minimum Qualifications 1. Four (4) years of experience in appropriate clerical; bookkeeping; data processing or statistical work; AND 2. High school diploma or possess a GED; OR 3. Three (3) years of experience in appropriate clerical; bookkeeping; data processing; or statistical work; and one (1) year of college study (30 semester hours or 36 quarter hours). 4. Customer service experience in an office support environment or call center is preferred. 5. PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.
Duties and Responsibilities 1. Answers Mayor's Action Center phone line promptly and with excellent customer service skills. 2. Assess constituent's challenges and determine the appropriate department needed to resolve the concern. 3. Maintains and determines the disposition of all records associated with the function of the job. 4. Makes decisions regarding work and various types of records requiring the use of independent judgment 5. Trains new employees in work functions and tasks. 6. Resolves difficult and complex problems. 7. Maintains records of all inquiries, including location and description of the complaint via online database. 8. Resolves difficult and complex problems. 9. Performs other related duties as required or directed. KSAs 1. Knowledge of laws, ordinances, rules, and regulations affecting the record-keeping operations of a department and skills in applying them. 2. Ability to plan, organize, and maintain an even flow of work. 3. Ability to maintain continuous mental alertness and reasoning ability. 4. Ability to perform accurate arithmetic computations. 5. Ability to spell, punctuate, and use grammar correctly. 6. Ability to deal courteously with the public and to resolve problem situations. 7. Ability to establish and maintain effective working relationships. 8. Willingness and mental ability to perform the duties involved in this classification.
Disclaimer This position is subject to a background check for any convictions that have a substantial relationship to potential job duties. Only convictions that are substantially related to potential job duties will be considered and will not automatically disqualify the candidate.