311 Call Center Service Representative

City of Springfield; Springfield (MA); On-site; USD 42,000 - 54,000; Full time

Job summary

City of Springfield 311 Call Center is seeking a customer service professional to handle inquiries, provide information, and request services from City departments. Supervisory guidance comes from the 311 Call Center Director.

The role involves telephone work, information gathering, and coordinating with various departments to resolve issues. Responsibilities include answering calls, documenting details, fulfilling mail requests, and transmitting information to relevant offices.

Qualifications

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

Responsibilities

• Answer questions, provide information, and request services from City departments.
• Answer phone calls, listen to complaints or requests, take down information, record each call, and determine steps to resolve problem.
• Fulfills mail requests (abatement forms, copy of bills, recycling information).
• Faxes or emails requested information to appropriate department for special attention.
• Performs other related duties as needed.

Skills

Basic computer skills

Professional communication

Multitasking

Problem solving

Attention to detail

Basic math

Education

Bachelor's degree in related field

Tools

Microsoft Office

Job description

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.

• 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.

• 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.

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