Customer Service Specialist (LexCall)

The purpose of this classification is to serve as a front line operator for all calls and inquires made to the City¿s centralized service and information call center, LexCall 311.

• High school diploma, GED, or equivalent
• One (1) year of related experience
• Additional years of related education may substitute for years of related experience

• Receives and responds to phone and electronic inquiries from external and internal customers
• Documents customer contacts and, as needed, transfers calls and messages to the appropriate city office; and/or generates service requests if needed
• Performs research to stay up-to-date and relay government service-related policies, procedures, community news and events
• Serves as Emergency Operations Center (EOC) call-center staff in the event of a weather-related or other emergency
• Performs related work as assigned

• All positions require drug testing and background check before employment and may require a post-job offer physical as stated in Ordinances 21-14(b), 22-13 and 23-16.
• Employees in this job classification are designated as Emergency personnel for inclement weather purposes. They are expected to report to and/or remain on duty regardless of any inclement weather-related decision affecting the work schedule, unless released by the Mayor or CAO.
• In the rare event of a non-weather related emergency or other unforeseen conditions where the EOC is activated, employees in this job classification become EOC call takers and may be required to extend their work hours or be called back to work during non-scheduled work hours. Employees who are required to extend their work hours shall have the additional hours added to their normal work hours, and if exempt, may be qualified to receive comp time. Employees who are called back to work during non-scheduled work hours and are able to return to work shall be compensated for all hours worked, beginning at the time they leave for work, by pay or applicable comp time for a minimum of two (2) hours.

• Health and wellness benefits: lexingtonky.gov/benefits
• Paid and unpaid time off benefits: lexingtonky.gov/working/employee-handbook#chapter-4-paid-and-unpaid-time-off-benefits
• Direct deposit is required of all employees.