Impactful 311 Customer Service Specialist

City of Somerville; Massachusetts; Remote; USD 56,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision care

Flexible spending

Job summary

The City of Somerville seeks a 311 Customer Service Representative to handle incoming requests at the 311 center, logging data in the CRM, and routing issues to the correct department. The role requires strong organizational and communication skills, experience in a high-volume environment, and the ability to work flexible hours.

Responsibilities include post-call follow-up, information provision, and adherence to departmental procedures, with potential remote work options.

Qualifications

• Education/experience: HS diploma or GED; 1–3 years in communications, call center, or customer service, or equivalent.
• Knowledge of MS 365 and CRM tools; able to use multiple software systems.

Responsibilities

• Answer calls to 311 contact center in a professional manner.
• Respond to routine questions and take requests from the public.
• Create and maintain requests in the CRM; direct to appropriate department.
• Perform post-call follow-up and provide routine information.
• Refer to procedures and policies as needed.
• Handle varied inquiries and maintain composure under moderate stress.
• Operate computers and telecommunication equipment; use work order systems and MS Office.
• Work flexible shifts (Mon–Fri 8:00am–6:00pm); possible emergency hours.

Skills

Organizational skills

Data processing

MS 365

Telecommunication systems

High-volume customer service

Clear communication

Spanish/Portuguese/Creole (preferred)

Education

High school diploma or GED

Associate's or Bachelor's degree (plus)

Tools

CRM system

MS Office (Word/Excel/PowerPoint/Teams)

Job description

The City of Somerville seeks a 311 Customer Service Representative to handle incoming requests at the 311 center, logging data in the CRM, and routing issues to the correct department. The role requires strong organizational and communication skills, experience in a high-volume environment, and the ability to work flexible hours.

Responsibilities include post-call follow-up, information provision, and adherence to departmental procedures, with potential remote work options.