- 10-Jul-2013 to 16-Jul-2013 (CST)
- 303 – Emergency Management
- Brownsville, TX, USA
- Full Time
Retirement system, sick and annual leave, and health and life insurance.
GENERAL DESCRIPTION OF CLASS:
The purpose of the Customer Service Representative class is to assist local residents and municipal government staff by performing general customer service activities, typically in response to a specific request. The class is responsible for answering and monitoring incoming telephone calls, emails, and electronic or recorded messages and for collecting, entering, and relaying accurate and detailed information to the appropriate municipal departments. The class may be involved in the actual dispatching of City crews to complaint locations. The class is also responsible for assisting the public by answering inquiries related to emergency management and preparedness, especially during times of emergency, as well as for working with Office of Emergency Management staff to keep the local special needs evacuee registry updated.
Answers telephones, emails, electronic or internet messages, and recorded audio messages, records essential information, and forwards the information to the appropriate municipal department, community agency, or outside organization, and/or dispatches municipal employees to the designated location to resolve the issue.
Answers/responds to citizen requests and general complaints; decides on appropriate courses of action, dispatches assistance as required, or refers to appropriate department or service agency.
Enters request for service data into appropriate computer software, depending upon specific departments and/or organizations to which tasks are being assigned.
Provides assistance to municipal and/or emergency management personnel by answering questions, researching information, or performing other services.
Maintains various logs, charts, and recordings to provide records of all emergency and non-emergency actions for follow-up investigative, administrative, or legal actions.
Disseminates emergency preparedness and/or disaster recovery information to businesses and residents through telephone calls, email requests, and/or internet inquiries.
Operates/maintains emergency and non-emergency equipment such as computers, printers, two-way radios, work order processing systems, emergency management software systems, and other systems.
Maintains immediately available library of both emergency and non-emergency reference material such as computer manuals, maps, policy/procedure SOPs, departmental staffing and contact summary information, policy memos, emergency preparedness information, evacuation routes, and other reference material.
Attends staff meetings to exchange information; attends in-service training and technical or professional classes, seminars, or conferences to improve technical or professional skills.
Updates the local Special Needs Registry through calls to local residents; verifies information provided by 2-1-1, provides necessary instructions to local residents needing evacuation information.
Serves at the Emergency Operations Center during emergency activations.
Occasionally assists Emergency Management staff with projects related to community events, presentations, or special projects.
Performs routine office tasks, such as typing, filing, faxing, phoning, and copying.
INVOLVEMENT WITH DATA, PEOPLE, AND THINGS
Requires summarizing, tabulating, or formatting data or information in accordance with a prescribed schema or plan to facilitate the identification and extraction of useful information.
Requires giving information, guidance, or assistance to people to directly facilitate task accomplishment; may give instructions or assignments to helpers or assistants.
INVOLVEMENT WITH THINGS:
Requires operating machinery or equipment that requires extended training and experience such as electronic telecommunications equipment, electronic signaling equipment, emergency management software, work order processing software, software used for programming custom applications; the application of custom or commercial emergency management and other complex software of systems.
Requires performing skilled work involving rules and systems with almost constant problem solving.
Requires performing basic addition and subtraction, such as making change or measuring.
Requires reading routine sentences, instructions, regulations, procedures, or work orders; writing routine sentences and completing routine job forms and incident reports; speaking routine sentences using proper grammar.
Requires clerical or technical tasks requiring a wide range of procedures with intensive understanding of a restricted field, or complete familiarity with the functions of a unit or small division of an operating agency; requires normal attention with short periods of concentration for accurate results and occasional exposure to unusual pressure.
JUDGMENTS AND DECISIONS
JUDGMENTS AND DECISIONS:
Requires being responsible for guiding others, requiring frequent decisions, affecting the individual, co-workers, and others whom depend on the service or product; works in a somewhat fluid environment with rules and procedures but many variations from the routine.
VOCATIONAL/ EDUCATIONAL AND EXPERIENCE PREPARATION
VOCATIONAL/ EDUCATIONAL PREPARATION:
Requires high school diploma or GED and formal training, special courses, or specialized advanced training in customer service and/or telecommunications.
SPECIAL CERTIFICATION AND LICENSES:
Valid Texas Drivers License.
Special skills or equipment certification will be required.
National Incident Management System ICS 100, 200, 700, and 800 certifications are preferred, but not required. Course completion required within 180 days of hire.
Requires over one year and up to and including two years. Must be able to type at least 35-WPM.
AMERICANS WITH DISABILITIES ACT REQUIREMENTS
PHYSICAL AND DEXTERITY REQUIREMENTS:
Requires sedentary work that involves walking or standing some of the time and routine keyboard operations.
The job risks exposure to no significant environmental hazard.
The job requires normal visual acuity, and field of vision, hearing, speaking, and color perception.
The City of Brownsville is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodation to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.
The City of Brownsville offers benefits including a retirement system, sick and annual leave, and health and life insurance.
This class specification should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this job. The incumbents may be requested to perform job related responsibilities and tasks other than those stated in this specification. This job description is subject to change in response to funding variables, emerging technologies, improved operating procedures, productivity factors, and unforeseen events. This updated job description supersedes prior descriptions for the same position. Management reserves the right to add or change duties at any time.
This position is contingent upon continued availability of funds.
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