Support specialist serp_jobs.h1.location_city

Telecommunicator Support Specialist

The Telecommunicator Support Specialist position at the City of Tucson's Public Safety and Communications Department is responsible for addressing incoming calls and customer service inquiries, including non-emergency police calls. This position gathers pertinent information from internal and external customers to determine the appropriate department to create a request for, ensures a high level of customer satisfaction and efficient service delivery. This position interacts with various city departments, requiring clear communication, collaboration, and problem solving.

Work is performed under the supervision of the Public Safety Communications Supervisor. This position does not supervise.

Working conditions : Department operates 24 / 7, 365 days per year and individuals in this position will be required to work nights, weekends and holidays. Scheduled hours / days are subject to change.

Duties and Responsibilities

• Answers and addresses all incoming calls promptly and professionally to gather information from 3-1-1 non-emergency calls for service. Assists callers with non-emergent issues by providing them with city resources and information that addresses their concerns or questions. Handles customer service inquiries, including those related to non-emergency police matters. Provides accurate information and resources to assist customers. Utilizes language service providers and Telecommunication Device for the Deaf (TDD) when necessary.
• Collects and records all relevant information from callers to determine the nature of their request, using effective questioning techniques to gather detailed information. Assesses the information gathered from caller to determine the appropriate City of Tucson department to handle the request. Creates accurate requests and forwards to the relevant departments, tracking the requests to ensure they are addressed. Documents all customer interactions and relevant information in the departments computer database. Prepares and maintains accurate records and reports as required.
• Receives requests for assistance and forwards to appropriate city departments and tracks public work orders as well as property watches. Enters, retrieves, and updates non-emergency information from law enforcement communication networks related to wanted persons, stolen property, vehicle registration, and other information. Enters service requests for maintenance and repairs of City resources, facilities or other issues into City of Tucson's 3-1-1 requests and work management system.
• Performs all other duties and tasks as assigned. Offers assistance and support to new personnel throughout their employment by sharing knowledge and experience. Assists in special projects and provides backup as needed.

Working Conditions : Department operates 24 / 7, 365 days per year and individuals in this position will be required to work nights, weekends, and holidays. Scheduled hours / days are subject to change.

Minimum Qualifications

Responsibilities High School diploma or GED and no experience. Preferred Qualifications One (1) year of customer service experience Excellent verbal and written communication skills. Strong problem-solving and conflict resolution abilities. Proficiency in using Customer Relationship Management systems and other customer service tools. Ability to multitask and manage time effectively in a fast-paced environment. Strong attention to detail and organizational skills.

Position Details

Job Profile J6310 - Telecommunicator Support Specialist

The City of Tucson offers a generous benefits package for benefit-eligible positions. The comprehensive, flexible, and affordable coverage is designed to optimize health and well-being, security and future, and peace of mind.

The City of Tucson employs only U.S. Citizens and lawfully authorized non-U.S. Citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Status.

The City of Tucson is an Equal Opportunity / Affirmative Action / Veterans / Disability Employer and does not discriminate based on race, color, religion, sex (including sexual orientation, gender identity, and pregnancy), national origin, veteran status, age, disability, genetic testing, or any other protected status.