What are the responsibilities and job description for the Customer Service Representative position at City of Worcester?
The City of Worcester is seeking 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 services
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. \~ Act as a passport processing agent.
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.
\~ Regular onsite attendance is required. MINIMUM REQUIREMENTS: \~ High
School Diploma or equivalent \~ Experience using Microsoft Office suite
\~ Previous customer service or call center experience \~ Must be 18
years of age \~ Must be a US Citizen, or a non-citizen national \~ Must
successfully pass a background check 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 [Click Here To
Read Full Job
Description](https://www.worcesterma.gov/human-resources/employment-opportunities/customer-service-representative/48809)
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 services
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. \~ Act as a passport processing agent.
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.
\~ Regular onsite attendance is required. MINIMUM REQUIREMENTS: \~ High
School Diploma or equivalent \~ Experience using Microsoft Office suite
\~ Previous customer service or call center experience \~ Must be 18
years of age \~ Must be a US Citizen, or a non-citizen national \~ Must
successfully pass a background check 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 [Click Here To
Read Full Job
Description](https://www.worcesterma.gov/human-resources/employment-opportunities/customer-service-representative/48809)