311 Service Center Agent – Remote Friendly

City of Somerville; United States; Remote; USD 50,000 - 62,000; Full time

Benefits offered by this job

Medical insurance through GIC

4 weeks annual vacation

MBTA pass program

Free Blue Bikes membership

Job summary

City of Somerville's 311 Customer Service Representative handles incoming requests at the 311 contact center, logs information into CRM, directs inquiries, and assists constituents with resolutions. Must maintain a professional demeanor, use MS 365 tools, and work with flexibility including possible remote work.

Minimum high school diploma and 1–3 years in communications or call center. The role emphasizes accurate data handling, timely problem solving, and customer-focused service in a

Qualifications

• High school diploma or GED required; an Associate’s or Bachelor’s degree is a plus.
• 1–3 years of experience in communications, call center, or customer service operations.
• Knowledge of MS 365 apps and basic arithmetic, English, and grammar.

Responsibilities

• Answer incoming calls at the 311 contact center in a professional manner.
• Create and maintain requests in the CRM for constituents and employees.
• Direct requests to the appropriate department or agency for action.
• Perform post-call follow-up and provide routine information to the public.
• Operate computer and telecommunication equipment and use office software.
• Work flexible shifts and be available for emergencies.

Skills

MS 365

Telecommunication systems

High-volume customer service

Data processing

Clear communication

Education

High school diploma or GED

Associate’s or Bachelor’s degree (plus)

Tools

CRM systems

Microsoft Office (Word, Excel, PowerPoint, Teams)

Web portals

Job description

City of Somerville's 311 Customer Service Representative handles incoming requests at the 311 contact center, logs information into CRM, directs inquiries, and assists constituents with resolutions. Must maintain a professional demeanor, use MS 365 tools, and work with flexibility including possible remote work.

Minimum high school diploma and 1–3 years in communications or call center. The role emphasizes accurate data handling, timely problem solving, and customer-focused service in a