311 Call Center Analyst 2

Iron Bow Technologies
United States, Virginia, Manassas
Mar 13, 2025
Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!" We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges. Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way. THE HIGH LEVEL Act as a change agent providing top-tier customer service support to 311 callers for Prince William County. WHAT YOU'LL BE DOING Provide non-technical, non-emergency customer service to the entire County regarding all aspects of the County Government/Services. Support everyone in the County in all aspects of County services, to include creating, updating, and closing service requests; and answering questions using technical tools (SalesForce). Assist with the maintenance of a Knowledge Base (KB) that enables the 311 Operations Team to provide customers the desired service quickly and efficiently. During times when the 311 center is slow there is an opportunity to be involved with the following: Triaging service requests submitted via the County AI-based tool, based on guidance from senior team members and the Operations Manager. Work on knowledge article requests in order of assigned priority by senior team members or the Operations Manager. Research and knowledge articles when assigned as part of the continuous improvement cycle. Occasionally revise and routinely run through test scripts for both updated and brand new 311 portal functionality (Web, Mobile, Chatbot, internal Console). Reviews existing County resources as needed based on constituent feedback and forwards requests for improvement to the relevant agency. Escalates questions that cannot be resolved to a senior team member or the Operations Manager for follow-up based on the next level of support in line with service level agreements (SLAs). Updates users on the status of their question or service request by following trained scripts. Provide excellent customer service and maintaining a positive attitude. Collaborating with team members to learn and share knowledge and best practices for resolving customer questions and concerns. WHAT YOU BRING TO THE TABLE HS + 2 years' Customer Service experience working in a technical or non-technical environment but handling technical tasks. Previous experience in a customer service or technical support role is a must. Live within easy commute of Manassas, VA. HIGHLY DESIRED - live within Prince William County You have the ability to troubleshoot and resolve basic technical issues. Your multi-tasking skills are top notch! Excellent customer service and communication skills. Empathy and being able to relate to the end-user. Proven ability to follow processes and procedures accurately. Your attention to detail is impressive. You are a team player with a positive attitude. You are able to pass a customer background check WHY YOU'LL LOVE IT Be part of a growing and highly valued new capability in Prince William County (311) which will grow to be the Constituent's Guide to the whole County, able to support PWC residents with assistance on everything from marriage licenses to graffiti removal. Be part of an inclusive team that encourages development and potential future growth into a County career. It is non-technical support, but requires interaction with multiple County agencies, departments, and divisions, so you will receive exposure to a variety of service areas for potential growth. Grow your skillset of troubleshooting, critical thinking, customer service skills and comfort with speaking to everyone in the business, from the Chief Executive Officer to a seasonal intern; and from a technologically-savvy to the most luddite of constituents. You will learn how to deliver knowledge magic! Efficiently managing service requests and general questions while giving the best customer service possible and playing a direct role in customer success. #LI-EC1 __PRESENT__PRESENT OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law.Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.