Customer Service Representative

City of Worcester • Worcester, MA • 4d ago

SUMMARY: The City of Worcester seeks qualified applicants for the
position of CUSTOMER SERVICE REPRESENTATIVE for the Worcester 311
Customer Service Center in the Department of Emergency Communications &
Management. Under the direction of the Director of 311, the position
provides exemplary customer support primarily by answering calls at the
Customer Service Call Center. The position will also provide service
through email, online chats, SMS text and social media. Applicants must
be flexible with shift scheduling and be willing to work beyond 40 hours
when needed, particularly in winter months and during storm events.
Bilingual candidates are encouraged to apply. ESSENTIAL ELEMENTS: \~
Answer calls from residents and make proper entries into the Customer
Service Request System. \~ Provide support to residents through online
chat sessions and social media messaging. \~ Prepare letters based on
customer service system requests. \~ Complete follow-up calls for closed
work orders to complainant. REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
\~ Excellent verbal and written communication skills. \~ Ability to
provide excellent customer service skills. \~ Ability to multitask in a
fast-paced work environment. \~ Ability to work independently and as
part of a team. \~ Ability to learn City Divisional information quickly.
\~ Ability to remain positive with challenging customers. \~ Ability to
enter data quickly and accurately. \~ Open to performance improvement
and coaching. MINIMUM REQUIREMENTS: \~ High School Diploma or equivalent
\~ Experience using Microsoft Office suite \~ Previous customer service
or call center experience PREFERRED QUALIFICATIONS: \~ Working knowledge
of social media and/or online chat support \~ One (1) year of experience
providing customer service in an office environment \~ One (1) year of
experience in call center environment

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