Customer Service Assistant

City of Naperville; Naperville (IL); On-site; USD 52,000 - 56,000; Full time

Job summary

City of Naperville is seeking a full-time Customer Service Assistant to join its Customer Service Team. This role provides high-level service to residents, businesses, visitors, vendors, and City staff by phone, email, and other electronic platforms. Duties include handling inquiries, processing service requests, JULIE tickets, and notifying staff for critical after-hours issues.

The position is 40 hours per week with a 3:00 p.m. to 11:00 p.m.

Qualifications

• High school diploma or equivalent.
• 1–3 years of related customer service experience.
• Experience receiving and processing a high volume of customer service calls.
• Preferred: Fluency in a language other than English.

Responsibilities

• Receives and processes a high volume of telephone calls, electronic communications, and postal mail from external customers and uses information from other departments as needed.
• Act as the initial contact for all division functions—identify customer needs, clarify information, research issues, and provide timely solutions.
• Follow call center scripts (if available) and provide relevant information while adhering to ordinances, procedures, policies and practices.
• Enter utility and miscellaneous billing information into City systems and process service changes for customers.
• Record and collect related fees for new or existing services, including disconnections.
• Maintain a clear record of conversations by noting customer accounts.
• Provide general support to other division personnel as needed.

Skills

Call center experience

Education

High school diploma or equivalent

1–3 years experience

Job description

The City of Naperville is seeking a full-time Customer Service Assistant to join its Customer Service Team. This position provides high level customer service to residents, businesses, visitors, vendors, and City staff by phone, email, and other electronic platforms. Responsibilities include answering questions, resolving customer concerns related to City services and fees, entering service requests, submitting JULIE tickets, and contacting staff regarding critical after-hours issues.

This is a 40-hour per week position with a current schedule of 3:00 p.m. to 11:00 p.m. The schedule may vary based on staffing and operational needs. Because the Call Center operates 24/7, employees must be available to work varying shifts, including evenings, weekends, and holidays. Schedules are subject to the department’s shift bid process and seniority. Overtime or extended shifts may be required.
The hiring rate for this position is $25.6818 per hour. The Pay Grade for this position is N215.

Duties

• Receives and processes a high volume of telephone calls, electronic communications, and postal mail from external customers, obtaining necessary information from other departments as needed.
• Serves as the initial contact for all division functions – Identifies customers’ needs, clarifies information, researches every issue, and provides solutions in a timely manner.
• Follows call center “scripts” if available, and provides relevant information while adhering to ordinances, procedures, policies, and practices.
• Accurately enters utility and miscellaneous billing information directly into City system by initiating, transferring, adjusting, and/or terminating services for customers.
• Records and collects related fees for new or existing services, including utility disconnections.
• Maintains a record of all conversations in a comprehensible way by noting customer accounts.
• Provides general support to other division personnel in daily work as needed.
• Assists with the implementation of integrated work processes, while promoting a teamwork objective in the department.
• Meets personal and team qualitative and quantitative metrics.
• Performs all other duties as assigned.

Qualifications

Required

• High school diploma or equivalent.
• One to three years of experience in a related field.
• Previous experience in receiving and processing a high volume of customer service calls.

Preferred

• Fluency in a language other than English

The City of Naperville, Illinois is a dynamic community of 153,000 residents, conveniently located 28 miles west of Chicago. Various publications have named Naperville as one of the best cities in the United States in which to live. The City has gained national recognition for our family-friendly environment, excellent schools and library system, low crime rate, and vibrant downtown area. It’s also a great place to work! Our municipal government employs over 900 dedicated individuals in a wide range of job categories and provides a collaborative working environment, a forward-looking leadership team, and a competitive benefits package.

THE CITY OF NAPERVILLE IS AN E. O. E.

The City of Naperville complies with the Americans with Disabilities Act (ADA). Individuals needing accommodations in the recruitment process should notify Human Resources in advance at [phone].