311 Call Center Service Representative

City of Springfield Human Resources; Center (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

The City of Springfield Human Resources is seeking a Customer Service/Call Center Representative to answer inquiries and route requests to the appropriate City departments. You will work under the supervision of the 311 Call Center Director and maintain accurate records of each call.

Responsibilities include handling phone inquiries, processing mail requests, and communicating information to departments as needed. Strong communication, organizational, and basic math skills are essential.

Qualifications

• Bachelor's degree in related field.
• Two years of previous customer service/call center experience
• Bilingual preferred

Responsibilities

• Answers phone calls, listens to complaints or requests, takes down information, records each call, and determines what steps to take to resolve problem or fulfill request.
• Fulfills mail requests (abatement forms, copy of bills, recycling information, etc.)
• Faxes or emails requested information to appropriate department for special attention.
• Performs other related duties as needed.

Skills

Basic computer skills

Microsoft Office

Professional communication

Problem solving

Records management

Multi-tasking

Basic math

Education

Bachelor's degree in related field

Tools

Microsoft Office Suite

Job description

Position Purpose/Summary

Responsible for answering questions, providing information, and requesting services from City departments. Work is performed under the supervision of the 311 Call Center Director. No supervision is exercised over other employees.

Position Purpose/Summary

Responsible for answering questions, providing information, and requesting services from City departments. Work is performed under the supervision of the 311 Call Center Director. No supervision is exercised over other employees.

Essential Functions

• Answers phone calls, listens to complaints or requests, takes down information, records each call, and determines what steps to take to resolve problem or fulfill request.


• Fulfills mail requests (abatement forms, copy of bills, recycling information, etc.)


• Faxes or emails requested information to appropriate department for special attention.


• Performs other related duties as needed.

Knowledge, Skills, And Abilities

• Ability to use basic computer software and Microsoft Office Suite.


• Ability to communicate on a professional level.


• Ability to quickly respond to initial customer inquiries/complaints and creatively troubleshoot customer service issues.


• Ability to keep accurate records and backup to enforce solutions to problems.


• Must be organized and able to multi-task


• Basic math skills.

Education And Experience

• Bachelor's degree in related field.


• Two years of previous customer service/call center experience


• Bilingual preferred