Service Agent WWC (dallas Water Utilities) - Civil Service

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Job Summary:

Investigates service requests by gathering and analyzing information to determine the scope of the request, schedules necessary action and informs parties involved regarding disposition to ensure that service requests from the public, City Manager's Office and other parties are handled expeditiously and appropriately.

Job Description:

Overview:

The Service Agent provides information, coordinates services, and ensures that various departments are effectively reaching and communicating with the community, individuals, and other agencies.

Essential Functions:

1 Investigates, researches, and responds to various requests from City Manager's Office, other departments, and the public to gather information regarding the various aspects of presented requests and concerns; identifies issues, determines appropriate actions, and ensures the most appropriate solution is recommended and implemented.

2 Schedules, organizes, and coordinates appropriate course of action in consultation with the parties involved to ensure that the request is acted on in the most expeditious and efficient manner; responds to the parties initiating service requests to keep them informed of what action is proposed to be taken, by whom, and when it is scheduled to be taken.

3 Researches maps, plats, and other records and data to obtain information to determine the scope of responsibilities of parties to make recommendations for action to be taken; coordinates service delivery and ensures requests are handled with professional effectiveness and in a timely manner.

4 Maintains, updates, edits, and organizes data in the computer pertaining to service requests received, actions proposed, and measures taken to ensure proper disposition of requests in compliance with city's policies and procedures.

5 Assists supervisors in meeting deadlines, scheduling jobs, and otherwise helping to resolve complaints to ensure the effectiveness of response to service requests.

6 Performs any and all other tasks as needed or assigned.

Knowledge and Skills:

1 Ability to investigate, collect and analyze information for accuracy, consistency and conformance to established policy.

2 Ability to determine concerns and service requests and identify courses of action.

3 Ability to interpret ordinances, codes and departmental policy.

4 Ability to communicate effectively, both orally and in writing.

5 Ability to interact tactfully with employees and the public.

6 Ability to coordinate the work of others.

7 Ability to prepare clear and concise reports.

8 Establishing and maintaining effective professional relationships.

Minimum Qualifications:

Education:

High School Diploma, GED, or equivalent work experience

Experience:

Three (3) years of customer service experience which must include complaint resolution

Other Requirements:

NO Felony Drug offenses within the last 10 years

NO Animal Cruelty convictions

Must be able to work various shifts including evenings, weekends, and holidays.

Salary Range:

$49,244.15 - $55,353.15

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer.