Office Assistant I

Seeking an experienced customer service advocate to serve as a member of the Customer Call Center Team. This position primarily supports call center operations, by responding to a variety of customer service requests by phone, email, and system generated requests, dispatches and processes through to completion, various internal and external requests for city facility maintenance and repairs. Serves as a point of contact for inquiries regarding maintenance throughout the City of Chesapeake, as well as other customer service opportunities. Tasks include but are not limited to:

Provides excellent internal and external customer service that meets the expectations of the City’s Customer Service Initiative, while following set standards for providing customer service for the customer call center. Answers multi-line communication system, using specialize computer software and phone system, directs caller to appropriate personnel, department or informational system, records and relays various messages.

Communicates with internal and external customers in person, by phone, handheld radio, fax, and email to exchange information and provide logistics for a variety of customer service and work order requests regarding the maintenance and repairs of grounds and facilities located throughout the city.

Performs a high volume of data entry, entering, updating and editing data into a computer system using specialized software.

Obtains detailed customer information to maintain accuracy in processing work orders and dispatching work to appropriate personal. Works closely with City employees from various departments and other outside agencies daily. Receives, relays and or resolves citizen complaints.

Prioritizes, processes and categorizes work orders; determines if requests are authorized or unauthorized work using various forms of given information.

Dispatches work orders and related logistics to field personnel by 2-way radio, phone or email. Contacts emergency services when needed.

Compiles information from various sources, performs routine computations and maintains various records related to radio communications, field personnel, job costing, inventory, and safety. Assists with year-end reporting requirements. Maintains customer service data bases, generates reports.

Performs other routine office tasks, such as typing, filing, scanning, copying, computer use and faxing. Operates various types of office equipment.

Reviews reports, records, plans, forms and other data for accuracy and completeness. Sorts, indexes and files office records, and maintains record retention of work orders all in compliance with established regulations and procedures. Maintains, develops and completes spreadsheets, forms, work orders, and communications.

May assist with departmental special events and activities

May assist with at other facilities and offices as necessary

Provides clerical assistance and assists with special projects for other areas of the department as needed.