CUSTOMER SERVICE REPRESENTATIVE

WORCESTER CITY OFC-WATER; Massachusetts; On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Benefits package

Job summary

The City of Worcester is seeking a Customer Service Representative for the Worcester 311 Center in the Department of Emergency Communications & Management. The role involves handling calls, emails, chats, SMS, and social media with flexible shifts and overtime during winter storms.

Minimum requirements include a High School Diploma and experience with Microsoft Office; bilingual candidates are encouraged to apply, and regular onsite attendance is required.

Qualifications

• High School Diploma or equivalent is required.
• Experience using Microsoft Office Suite.
• Previous customer service or call center experience preferred.

Responsibilities

• Answer calls from residents and enter data into the system accurately.
• Provide support to residents via online chat, email, SMS, and social media.
• Prepare letters based on customer service system requests.
• Follow up on closed work orders to ensure customer satisfaction.
• Act as a passport processing agent.

Skills

Verbal and written communication

Multitasking in fast-paced environment

Teamwork / independent work

Data entry accuracy

Customer service experience

Learning city divisional information

Positive attitude with challenging

Coaching for performance improvement

Onsite presence

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

CUSTOMER SERVICE REPRESENTATIVE
WORCESTER 311
DEPARTMENT OF EMERGENCY COMMUNICATIONS & MANAGEMENT
CITY OF WORCESTER

The City of Worcester is seeking qualified applicants for the position of Customer Service Representative for the Worcester 311 Customer Service Center in the Department of Emergency Communications & Management. Under the direction of the Director of 311, the position provides exemplary customer support primarily by answering calls at the Customer Service Call Center. The position will also provide services through email, online chats, SMS text and social media. Applicants must be flexible with shift scheduling and be willing to work beyond 40 hours when needed, particularly in winter months and during storm events.

Bilingual candidates are encouraged to apply.

ESSENTIAL ELEMENTS:

• Answer calls from residents and make proper entries into the Customer Service Request System.
• Provide support to residents through online chat sessions and social media messaging.
• Prepare letters based on customer service system requests.
• Complete follow-up calls for closed work orders to complainant.
• Act as a passport processing agent.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent verbal and written communication skills.
• Ability to provide excellent customer service skills.
• Ability to multitask in a fast-paced work environment.
• Ability to work independently and as part of a team.
• Ability to learn City Divisional information quickly.
• Ability to remain positive with challenging customers.
• Ability to enter data quickly and accurately.
• Open to performance improvement and coaching.
• Regular onsite attendance is required.

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent
• Experience using Microsoft Office suite
• Previous customer service or call center experience
• Must be 18 years of age
• Must be a US Citizen, or a non-citizen national
• Must successfully pass a background check

PREFERRED QUALIFICATIONS:

• Working knowledge of social media and/or online chat support
• One (1) year of experience providing customer service in an office environment
• One (1) year of experience in call center environment

SALARY RANGE: $19.97 – $24.14 hourly, full-time, overtime opportunities, with an excellent benefits package.

The City of Worcester is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities and protected veterans are encouraged to apply.