Customer Service Specialist (Evenings & Weekends)

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

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.