Citizen Advocate -Temporary

Overview

Cary’s 311 service is seeking a Temporary Citizen Advocate to join our team at the 311 Center in Town Hall. The ideal candidate has proven customer service skills with the ability to understand and assess the customer s need, utilize and provide efficient resolutions. They must also be skilled communicators able to work with colleagues throughout the organization, as well as customers, vendors, and businesses.

311 serves as a direct connection between individuals and Cary services. We prioritize the needs of our citizens and deliver timely information, resources and solutions. The Citizen Advocate is responsible for making independent, well-informed decisions in service to their customers and the organization. This work primarily involves online case creation and management generated through calls, email, and texts in a fast-paced environment.

Work is performed under the general supervision of the Citizen Advocate Supervisor. This position requires primarily weekday availability with flexibility between the hours of 7am-7pm; however, evening and weekend shifts may be scheduled if needed.

This is a temporary part-time, non-benefited position, working up to 20 hours a week, with a maximum of 999 hours per year.

• Handles citizen inquiries, researches and resolves citizen complaints and questions through multiple communication channels
• Provides information to citizens and departments via phone, email, other electronic communication, and in-person using the primary system of record and other tools
• Explains policies and procedures to citizens pertaining to Cary services
• Educates citizens about Cary resources
• Accurately logs transactions and updates citizens  records with the most recent information
• Accurately processes payments for Cary services using a variety of systems
• Provides after-hours and emergency coverage when needed
• Dispatches field work through the primary system and ensures work is completed
• Performs citizen satisfaction feedback calls to ensure service excellence was received
• Performs other job-related tasks as required

Thorough knowledge and understanding of all Cary processes and procedures. Ability to understand and carry out oral and written instructions; ability to communicate effectively with the public; ability to work under pressure in a busy environment; ability to deal with the public in a tactful manner; ability to show empathy towards others and converse in a reassuring, kind and well-spoken manner;

able to work effectively in a highly collaborative team setting; proven ability to make timely, informed decisions; knowledge of and ability to learn various technology applications; successful Citizen Advocates are expected to be expert users of the Customer Relationship Management system (Salesforce, Salesforce Chatter) and related tools, including the Internet and mobile technology.

Requires any combination of education and experience equivalent to graduation from a two-year community college with an associate s degree in business or related field and considerable customer service experience.

• Call center experience
• Professional data entry experience
• Customer success experience

Requires drug testing and background check (which may include criminal history check, motor vehicle records check) and satisfactory reference checks prior to employment.

Cary ensures equal employment opportunities (EEO) are provided to all employees and applicants for employment without regard to age, sex, race, color, religion, national origin, disability, political affiliation, marital status, veteran status, or genetic information.