311 Constituent Services Aide

City of Everett; Everett (MA); On-site; USD 60,000 - 66,000; Full time

Job summary

The City of Everett is seeking a customer service professional for its 311 Center to assist residents with non-emergency inquiries, service requests, and information on municipal services. This role operates during City Hall hours, including a Friday schedule, and requires navigating multiple city programs daily.

Qualified candidates will have at least two years of customer service experience, a high school diploma, strong communication skills, and the ability to work independently in a

Qualifications

• Minimum 2 years of customer service experience.
• High school diploma or equivalent required.
• Strong verbal and written communication skills.
• Ability to listen, assess needs, and assist.
• Strong organizational skills and attention to detail.
• Ability to work independently while following procedures.
• Proficient in computer software and data entry (35–40 wpm).

Responsibilities

• Respond to resident inquiries via phone, online portals, and in-person interactions.
• Provide accurate information regarding City programs, services, policies, and procedures.
• Create, update, and track service requests using the 311 system.
• Evaluate constituent needs and determine the appropriate department or resource.
• Maintain accurate records and ensure timely follow-up on open requests.
• Coordinate with City departments to resolve resident concerns.
• Assist residents with navigating municipal services.
• Handle sensitive or challenging interactions professionally.
• Perform administrative duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Typing 35-40 wpm

Organizational skills

Education

High School Diploma

Tools

CRM software

Job description

Posting ID: 2026-0045
Posting Date: 7/22/2026
Closing Date: Until Filled
Department: Constituent Services/311
Vacancies: 1
Grade: N/A
Payrate: $32.97 – $36.26 / hour
Hours: 35 Hours per week with one late night (Monday or Thursday 8:00AM-7:30PM)
Shift: Monday – Thursday
Position Type: Non-union (exempt/salary)

About The City Of Everett

Home to more than 50,000 residents, Everett is known for its rich culture, diverse population, and robust sense of community. Everett is proud to build on its strong industrial heritage and close neighborhood connections as a modern, vibrant and welcoming place for residents, businesses, and visitors alike. This is a city full of energy, character and community that is on the move and seeking employees that are innovative and dedicated to serving a diverse and engaged public constituency.

Position Summary

The City of Everett’s 311 Customer Service Center serves as a centralized communication hub for residents, providing assistance with non-emergency inquiries, service requests, and information regarding municipal services. The 311 Customer Service Center operates during regular City Hall hours and on Fridays from 8:00 AM – 5:00 PM.

Essential Duties And Responsibilities

• Receive, document, and respond to resident inquiries, complaints, and service requests through phone, online portals, and in-person interactions.
• Provide accurate information regarding City programs, services, policies, and procedures.
• Create, update, and track service requests using the City’s 311 customer service system.
• Evaluate constituent needs and determine the appropriate department or resource to address requests.
• Maintain accurate records and ensure timely follow-up on open requests.
• Communicate effectively with City departments to coordinate responses and resolve resident concerns.
• Assist residents with navigating municipal services and provide information dissemination.
• Handle sensitive or challenging customer interactions professionally and respectfully.
• Perform administrative and clerical duties as assigned.
• Perform other related work as requested.

Required Skills And Qualifications

• Minimum of two (2) years of customer service experience.
• High school diploma or equivalent required.
• Strong verbal and written communication skills.
• Ability to listen effectively, assess needs, and provide appropriate assistance.
• Strong organizational skills and attention to detail.
• Ability to work independently while following established procedures.
• Computer literate with the ability to learn and utilize customer service software systems.
• Ability to type 35–40 words per minute.

Preferred Qualifications

• Bilingual in English and Spanish, Haitian Creole or Portuguese highly preferred.
• Experience working in a municipal, call center, public service, or customer service environment.
• Familiarity with local government operations and community services.

Physical Demands & Working Environment

This position requires regular interaction with members of the public and City staff. Employees must demonstrate professionalism, patience, and the ability to manage a high volume of resident requests in a fast-paced customer service environment.

Aids and services will be provided to qualified applicants with disabilities free of charge, upon request. For a reasonable accommodation and/or alternative application modification, call Human Resources at 617-389-2280.

The City of Everett is an Equal Opportunity / Aff… employer and does not discriminate on the basis of race, color, national origin, gender identity, sexual orientation, age, religion, disability, or any other protected category. Women, people of color, veterans, and persons with disabilities are strongly encouraged to apply.