Customer Service Representative //Call center

Job Description / Responsibilities
Required Qualifications & Skills
Work Environment

1. • Duration: 3 years
   • Initial Training: Approximately 30 days, provided by the client.
   • Call Center Operation: 24 hours a day, 7 days a week.
   • Adequate personnel must be available at all times to answer incoming calls.
   • Client will provide:
   • • Technology and equipment
     • Call scripts
     • Training
   • Internal Software: Cityworks Asset Management System
   • Annual Call Volume: Approximately 35,000 calls across all divisions.
   • Annual Service Request Volume: Approximately 25,000 service request tickets.
   • This service does not replace or enhance 911 emergency networks.
2. • Efficiently utilize available resources to assess customer issues and recommend appropriate solutions.
   • Escalate unresolved issues to the appropriate:
   • • Client Manager
     • Director
     • Assistant Division Director
   • Enter service requests (SRs) into the Cityworks Asset Management System.
   • Look up and communicate the status of existing service requests.
   • Create, update, and track SR tickets.
   • Initiate permit requests as required.
   • Follow up with internal division contacts regarding service requests and customer inquiries.
   • Coordinate follow-up emails with customers to confirm their issues have been addressed.
   • Answer inbound customer calls and dispatch calls or requests to the appropriate personnel.
   • Accurately record details of customer interactions, including actions taken and follow-up requirements.
   • Provide customers with information regarding various department activities and services.
   • Provide customer service support for the entire Department of Public Services.
   • Maintain current and adequate knowledge of internal software, systems, procedures, and department activities.
   • Make notification calls to managers regarding Snow and Ice operations.
   • Coordinate and communicate with night patrol and on-call County staff.
   • Report issues, concerns, and problems to the On-site Department Manager V.
   • Monitor and follow up on service requests to ensure timely resolution.
   • Handle multiple customer inquiries while maintaining accuracy and professionalism.
3. • Excellent verbal and written communication skills.
   • Strong analytical and problem-solving abilities.
   • Strong decision-making skills.
   • Ability to prioritize multiple issues and service requests effectively.
   • Proactive approach to identifying and addressing customer issues.
   • Exceptional listening and comprehension skills.
   • Ability to multitask in a fast-paced call center environment.
   • Ability to analyze information and accurately disseminate it to the appropriate personnel for resolution.
   • Ability to resolve customer conflicts quickly and professionally.
   • Excellent interpersonal and customer service skills.
   • Strong technical aptitude.
   • Ability to quickly learn and adapt to new software systems and technologies.
   • Ability to work effectively with customers, managers, division contacts, and County staff.
   • Ability to maintain accurate records and documentation.
   • Ability to work independently while following established procedures and escalation protocols.
4. • 24-hour call center operation requiring continuous staffing.
   • Responsible for answering calls at all times during assigned shifts.
   • Requires coordination with multiple internal departments and personnel.
   • May involve communication with staff working during night patrol, on-call operations, and Snow and Ice events.

22nd Century Technologies, Inc. (TSCTI) is one of the fastest-growing IT Services Integrators and Workforce Solutions providers in the United States. Founded in 1997, TSCTI is a Certified National Minority Business Enterprise (MBE) with a workforce of 6,000 professionals, including 600 Cybersecurity Subject Matter Experts (SMEs), delivering mission-critical solutions across all 50 U.S. states, Canada, and Mexico.

Headquartered in Princeton, NJ, and McLean, VA, with 14 regional offices nationwide, TSCTI provides comprehensive solutions in Digital Transformation, Artificial Intelligence (AI), Cybersecurity, Cloud Computing, IT Infrastructure, Enterprise Modernization, DevSecOps, Managed Services, Workforce Solutions, and Healthcare Staffing. We are a trusted partner to Federal, State, Local, Education (SLED), Healthcare, and Commercial organizations, delivering innovative technology and talent solutions that enable our clients to achieve their strategic objectives.

As one of the nation's leading Healthcare Workforce Solutions providers, TSCTI supports federal healthcare systems, Veterans Affairs (VA) Medical Centers, state and local healthcare agencies, hospitals, clinics, laboratories, long-term care facilities, and commercial healthcare organizations. We recruit and place highly qualified healthcare professionals across a wide range of specialties, including physicians, advanced practice providers, registered nurses, allied health professionals, behavioral health specialists, laboratory personnel, pharmacy professionals, and healthcare administrative staff. Our healthcare solutions ensure continuity of care while maintaining the highest standards of clinical excellence and regulatory compliance.

With a strong commitment to quality and compliance, TSCTI operates through CMMI Level 3 (Development & Services) and ISO 9001, ISO 20000, and ISO 27001 certified processes, ensuring consistent service excellence, operational maturity, and information security. Today, we proudly support 14 of the 15 Federal Executive Departments, 37 Federal agencies, 50 State governments, 115 Local agencies, 37 School Districts, numerous healthcare organizations, and 80 Fortune 500 and commercial clients.

TSCTI has earned numerous industry recognitions, including being named among Forbes America's Best Large Employers, Forbes Best Employers for Veterans, Forbes Best Employers for Tech Workers, Newsweek's America's Greatest Workplaces for Diversity, and a 13-time Inc. 5000 honoree. The company has also been recognized by the Washington Business Journal as one of the Best Places to Work and continues to expand its capabilities through strategic innovation, acquisitions, and investments in emerging technologies.

At TSCTI, our people are our greatest strength. We are committed to fostering an inclusive, collaborative, and growth-oriented workplace where innovation thrives and careers flourish. Whether delivering cutting-edge technology solutions or connecting exceptional talent with meaningful careers, we consistently exceed our clients' expectations while empowering our employees to succeed.

Equal Opportunity Employer

22nd Century Technologies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.