Remote 311 Center Customer Support Rep

Village of Schaumburg; Schaumburg (IL); Remote; USD 31,000 - 45,000; Part time

Job summary

The Village of Schaumburg is seeking a part-time Customer Service Center Representative for the 311 Center. You will handle high-volume inbound calls from residents, businesses and visitors, providing information and creating service requests across village functions.

The role also involves monitoring social media and text inquiries and routing requests to appropriate departments. Training lasts ~12 weeks in person at the 311 Center before transitioning to remote work.

Qualifications

• Education equivalent to a high school diploma.
• Minimum of one year in an office with customer service and heavy phone use.
• Typing speed at least 25 words per minute.
• Reliable at-home high-speed internet and computer access.
• Proficiency with current computer tech, software, and CS systems.

Responsibilities

• Answers inbound calls in a high-volume center, providing information on village functions.
• Uses computer/phone systems to research caller questions.
• Determines responses, creates support tickets, or transfers to departments.
• Creates and routes electronic customer service requests from callers and website.
• Triages calls for emergencies and transfers to dispatch as needed.
• Monitors village text inquiries and social media postings.
• Remains current on village staffing, activities, policies and services.
• Performs other duties as assigned.

Skills

Typing 25 wpm

Customer service

Phone support

Tech proficiency

Remote work

Education

High school diploma or equivalent

Tools

CRM software

Office software

Job description

The Village of Schaumburg is seeking a part-time Customer Service Center Representative for the 311 Center. You will handle high-volume inbound calls from residents, businesses and visitors, providing information and creating service requests across village functions.

The role also involves monitoring social media and text inquiries and routing requests to appropriate departments. Training lasts ~12 weeks in person at the 311 Center before transitioning to remote work.