Multichannel City 311 Customer Service Specialist

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

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.