Customer Service Technician
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Customer Service Technician
Salary
$43,348.00 - $67,226.00 Annually
Location
Durham, NC
Job Type
Full time with benefits
Job Number
25-05368
Department
City Manager
Opening Date
04/09/2025
Closing Date
4/23/2025 11:59 PM Eastern
Description
Benefits
Questions
Position Description
Work, Serve, Thrive. With the City of Durham
Advance in your career while making a real difference in the community you serve.
Hiring Range: $20.84 - $22.00 hr.
Hours: 8:00 am - 5:00 pm
All candidates are asked to please include a resume that you can attach in the application.
Our highly motivated, service-oriented City Manager's Office (http://durhamnc.gov/250/City-Manager) Durham One-Call staff provides excellent customer service to our residents. Our group works in a dynamic, fast-paced environment in which staff regularly engage with the public to ensure our community is well-served. We foster a culture of service and encourage professional development and growth for staff. If challenging, meaningful work excites you, join our team in Durham!
This position is devoted to providing seamless enterprise-wide customer service, and complaint resolution including coordination, tracking and follow up. Perform standardized work following prescribed procedures and instructions. There is an established and specified routine to be followed and decision-making is limited with minimal consequence on overall operations.
Responsible for providing customer assistance by responding to routine questions or referring more complex questions to senior staff; preparing daily reports; entering data; creating customer service requests; responding to phone calls, on-line and face-to-face requests; processing service/work order requests and monitoring for completion; maintaining files; and escalating more complex issues to senior level staff, as assigned.
Duties/Responsibilities
Provides customer service to the public and other internal and external parties; responds to routine questions in person, via phone or online; creates customer service requests and accounts; researches and provides standard information; routes callers and directs visitors to appropriate personnel, departments, or agencies; and escalates more complex issues to senior-level staff.
Prepares, maintains, and/or processes routine reports, records, files, applications, work orders, and other documents and correspondence; enters and updates data; reviews, proofs and corrects information for accuracy and completeness.
Processes service/work order requests and payments, and monitors work orders for completion.
May provide bilingual support services to assist the public and/or other internal and external parties.
Minimum Qualifications & Experience
High School Diploma or GED,
Two years of related customer service experience
Additional Preferred Skills
Bi-Lingual strongly preferred (Fluent in English/Spanish)
Previous experience handling a high volume of calls
Proficiency in MS Office applications (such as Word, Outlook, Excel, Teams..etc.)
Benefits - General Full-Time Employees
12-13 paid holidays per year
13 standard work days of vacation per year
13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement
2 weeks paid military leave per year
Medical, dental, vision, and supplemental life insurance plans
State and City retirement plans
Short and long term disability plans
Paid temporary disability leave for specified conditions
City contribution of 13.6% into the N.C. State Retirement System
Paid funeral leave
Employee Assistance Program - personal and family counseling
Paid life insurance equal to annual salary
48 hours for volunteer work each year*
4 hours parental leave each year
Workman's Compensation Insurance
457 Deferred Compensation Plans
Benefits - Part-Time (1,000 hours or more per year)
401(k) retirement plan (5.0% of salary)
State retirement plan
Benefits Part-Time (Average 30 hours per week over 12 month period)
401(k) retirement plan (5.0% of salary)
State retirement plan effective first day of the month following date of hire
Health insurance effective first day of the month following date of hire
Dental and life insurance, after one year of service
Pro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service
01
Where did you first hear about this opportunity?
City of Durham Website
Walk in
Job fair
Employee referral
Professional organization Please list the organization in "other" box below
Internet posting Please list the specific web site in the "other" box below
Craig's List
Facebook
LinkedIn
GlassDoor
governmentjobs.com
Monster.com
Indeed.com
Employment Security Commission
Magazine/Newspaper
Other
02
If you listed "other" above please give specific web site, organization, or publication.
03
Are you able to work fulltime in the office?
Yes
No
04
Are you bi-lingual and proficient in the Spanish language (speak, read, and write)?
Yes
No
05
Please select your highest level of COMPLETED education.
Less than a High School Diploma or Equivalent (GED, HiSET, TASC)
High School Diploma or Equivalent (GED, HiSET, TASC)
Associates Degree
Bachelor's Degree
Master's Degree
PhD or Juris Doctorate
06
How many years of telephone and face-to-face customer service experience do you have?
No related experience
Less than 1 year of related experience
1 year but less than 2 years related experience
2 years but less than 6 years related experience
6 or more years related experience
07
How many years of experience do you have in a high volume call/contact center environment?
No related experience
Less than 1 year of related experience
1 year but less than 3 years related experience
3 years but less than 5 years related experience
5 or more years related experience
08
What volume of daily customer interactions/calls have you previously had experience handling?
No experience handling customer calls
Less than 10 calls per day
Between 10 and 40 calls per day
Between 40 and 70 calls per day
Between 70 and 100 calls per day
More than 100 calls per day
09
Do you have any experience logging customer service requests into an automated system?
Yes
No
10
How would you rate your experience level with MS Office applications such as Outlook, Teams, Word, and PowerPoint?
No experience
Beginner level
Intermediate level
Advanced level
Expert level
11
How would you rate your experience level with MS Excel?
No experience
Beginner level
Intermediate level
Advanced level
Expert level
12
Describe your experience working in an office environment.
13
What is your preferred work environment?
14
Describe your use of complex telephone systems? (such as Cisco Finesse) If no experience please respond N/A.
15
Do you have any training or experience with Conflict Resolution or Conflict Management?
Yes
No
16
Please briefly describe an experience with a difficult/challenging customer, how you worked with the customer, and what the outcome was: If no experience, please put N/A
17
Please list any Customer Service training you have had: If no customer service training, please put N/A
Required Question
