What are the responsibilities and job description for the 311 Call Center Service Representative position at City of Springfield, MA?
Position Purpose/Summary
Responsible for answering questions, providing information, and requesting services from City departments. Work is performed under the supervision of the 311 Call Center Director. No supervision is exercised over other employees.
Essential Functions
- Answers phone calls, listens to complaints or requests, takes down information, records each call, and determines what steps to take to resolve problem or fulfill request.
- Fulfills mail requests (abatement forms, copy of bills, recycling information, etc.)
- Faxes or emails requested information to appropriate department for special attention.
- Performs other related duties as needed.
Knowledge, Skills, and Abilities
- Ability to use basic computer software and Microsoft Office Suite.
- Ability to communicate on a professional level.
- Ability to quickly respond to initial customer inquiries/complaints and creatively troubleshoot customer service issues.
- Ability to keep accurate records and backup to enforce solutions to problems.
- Must be organized and able to multi-task
- Basic math skills.
Education and Experience
- Bachelor's degree in related field.
- Two years of previous customer service/call center experience
- Bilingual preferred
NOTICE: The following benefits are contingent upon hours worked and bargaining vs. non-bargaining agreements.
Medical/Dental/ Vision
75% City Subsidized
All health insurance plans include Dental and Vision
Retirement
Available to employees working 20 hours per week
Paid Vacation
Bargaining unit positions are subject to contractual obligations.
Paid Holidays
All City employees receive 11 paid holidays per year.
Paid Sick Time
Full time employees are immediately eligible to begin accruing 1 1/4 days per month which can be taken after 6 months of service. Unused sick days can be rolled over to subsequent calendar years. Supplemental Long Term and Short disability coverage is available to employees at the employee cost.
Paid Personal Days
Use up to 3 of your accrued sick days as Personal days. Personal days cannot be rolled over into the next calendar year.
Family Medical Leave Act (FMLA)
A means for eligible employees to balance work and family responsibilities by taking unpaid leave for authorized reasons.
Training
On the job and instructor led courses available
Employee Assistance Program
Free, confidential and personal assistance to employees and their families to resolve issues that affect their personal lives as well as job performance.
Direct Deposit
Easy, convenient, and free!