Customer Service Representative

City of Worcester; Worcester (MA); On-site; USD 40,000 - 52,000; Full time

Job summary

The City of Worcester is seeking a Customer Service Representative for the Worcester 311 Customer Service Center in the Department of Emergency Communications & Management. The role focuses on answering calls and delivering support through email, online chats, SMS, social media, and other channels.

The position requires flexibility with shifts, willingness to work overtime during winter and storm events, and encourages bilingual applicants.

Qualifications

• Excellent verbal and written communication skills.
• Ability to provide excellent customer service in a fast-paced environment.
• Ability to multitask and work both independently and as part of a team.
• Ability to learn City divisional information quickly.
• Strong data entry accuracy.
• Willingness to be coached and improve performance.

Responsibilities

• Answer calls from residents and enter data into the Customer Service Request System.
• Assist residents via online chat, SMS, email, and social media.
• Prepare letters based on customer service requests.
• Complete follow-up calls for closed work orders to the complainant.
• Act as a passport processing agent.

Skills

Verbal communication

Written communication

Multitasking

Teamwork

Independent work

Data entry

Customer coaching

Performance improvement

Onsite attendance

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

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.