Bernalillo County, NM

Job Posting Title:

Senior Customer Service Representative-Constituent & Support Services

Department:

Constituent Support Services

Location:

415 SILVER AVE SW

Pay:

$18.15 - $25.73

Close Date:

July 9th, 2025

Employees at Bernalillo County enjoy the ability to team up with each other to build a high quality of life for our county residents, communities, and businesses. In addition to being an organization with a strong focus on work-life balance, building a culture of flexibility, learning, and belonging the County offers many benefits. Employees of Bernalillo County enjoy many thoughtful rewards such as, but not limited to generous leave accruals; career development opportunities; remote & flex-work options as appropriate; longevity pay; education assistance program; health benefits; lucrative retirement; and so much more.

The Customer Service Representative Senior receives and responds to telephone calls for information in a calm and efficient manner, requiring professionalism, effective listening, and problem-solving skills. Requires documentation requests be entered into the computer, database, and/or various types of spreadsheets. Generates work orders and requires follow up to close-out various work orders, to include dispatch animal care calls, public work requests for services, and place and track collection calls.

DUTIES AND RESPONSIBILITIES

FUNCTIONAL AREAS

GENERAL SERVICES

• Receives and records efficiently process all incoming calls through, landline, and radio, emails, and other notifications mechanisms.
• Dispatches and assigns work orders via work order system. Identifies and recommends corrective measures to improve workflow, simplify procedures, implement cost controls and establish efficient operations.
• Provides concise and accurate information to appropriate staff and constituency.
• Maintains accurate records of all field units' status and location work product.
• Ensures accuracy and process work orders in compliance with computer system and department procedures.
• Generates work orders and track completion of maintenance activities for internal/external customers.
• Ensures proper tracking of cost and activities associated with work performed.
• Monitors and maintain existing database information as requested. Verifies completeness of work performed and close work orders in computer system.
• Utilizes various computer systems for data entry, information retrieval and to generate reports.
• Conducts after-hours on-call phone duties as assigned.
• Provides Customer Service Desk way-finding duties in compliance with department standards as assigned.
• Serves as Notary Public and maintain required guidelines of such role in supporting County related business.
• Participates and represents the Contact Center, in supporting the County's Pathway to Excellence (PTE) initiative. Aiding in Continuous Improvements for Contact Center processes and customer service practices.
• Provides general information if available and when requested by the public.
• The above information is intended to outline the general nature and scope of the duties required for this position. It is not an exhaustive list and may vary depending on specific job assignments and responsibilities.

MINIMUM QUALIFICATIONS

• High School Diploma or GED
• Two (2) years of work experience in clerical or office administration setting or related field.
• Any equivalent combination of related education and/or experience may be considered for the above requirements.

SUPPLEMENTAL INFORMATION

SCREENING AND COMPLIANCE

The offer of this Bernalillo County position requires compliance with the following:

• Employee must successfully complete the post-offer employment medical examination and background investigation.
• Employee must comply with the safety guidelines of the County.
• Employee must complete required FEMA training(s) as assigned to position.
• Conduct after-hours on-call phone duties as assigned

WORKING CONDITIONS

• All essential duties are performed indoors.
• Duties are performed in a temperature-controlled environment.
• Duties are performed on an even surface, which may be carpeted or tile. Working surface is typically dry.
• Works under minimum supervision.

EQUIPMENT, TOOLS, AND MATERIALS

• Equipment typically used in the performance of office duties includes telephone, computer, printer, and copy machine.
• Materials and products handled in the course of performing essential duties include files, forms, reports, various other paperwork, and a wide variety of basic office supplies.