Answer and respond to non-emergency call center requests using a multi-line phone systems; receive and respond to escalated calls; use effective problem-solving techniques to evaluate and resolve complex customer requests; operate a computer terminal to provide detailed, accurate and verified information to citizens, businesses and City of Albuquerque employees concerning a variety of City services; receive, evaluate, prioritize and relay non-emergency and in some instances emergency calls to appropriate service personnel; forward specific calls to appropriate agencies for further assistance; gather, receive, record and disseminate a variety of incoming information; and provide supervisory leadership in the absence of the shift leader.
This is an unclassified at-will position.
Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.
Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.
High school diploma or GED supplemented by thirty (30) credit hours college level course work in general studies; and
Three (3) years of computer operations, word processing or data entry; and
To include two (2) years of experience in telecommunication in a high volume telephone call area or at an equivalent level in a high volume customer service area.
ADDITIONAL REQUIREMENTS:
Must be able to work holidays, weekends, irregular hours and shift work may be required with possible extension of shift hours, at times with short notice.
Total Rewards. Total You.
The City of Albuquerque takes pride in offering our employees one of the most attractive Total Rewards packages in New Mexico. In addition to competitive salaries, the City provides benefit options for health, pharmacy, dental, vision, life, disability, and much more. The City also has pre-tax savings plans for healthcare, childcare, and parking. Employees participate in the state’s public retirement system (PERA), with the City paying up to 75 percent of the employee’s contribution. That’s higher than any other contribution rate in the state of New Mexico!
Paid holidays? Check
Paid parental leave? Check
Paid birthdays off? Check
Vacation and sick leave starting Day 1? Check and check
Our people matter and we prioritize physical, mental, and financial wellbeing. With resources such as onsite and mobile medical clinics, an employee assistance program that encourages work-life balance, and tuition assistance and professional development pathways, the City is committed to equipping our employees with tools to better their lives and grow their careers while serving their community.
Total Rewards — City of Albuquerque
Fire Department
Albuquerque Police Department
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