Uncategories Part Time Customer Service Representative - City of Somerville - Somerville, MA

Part Time Customer Service Representative - City of Somerville - Somerville, MA

January 31, 2016
The following duties are normal for this classification. The omission of specific duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Specific duties listed may not be required for all positions within this classification, but are determined by the normal requirements for the particular position.

As an essential employee, the Customer Service Representative answers all incoming requests in a friendly manner, responds to routine questions and takes complaints from both City staff as well as the general public; inputs and/or logs information received into the contact center’s Customer Relationship Management system; directs requests to the appropriate department or agency for further action; assisting constituents with the resolution to problems, questions and concerns.

Maintains a professional relationships and demeanor with internal and external customers providing all services with accuracy, courtesy and patience by gathering information, creating work orders, dispatching work to specific departments, responding to routine questions, taking and reporting complaints and contacting other departments and customers as needed to ensure that work was completed.


Must be able to retain specific knowledge of related computer software systems required to perform duties and operations relating to issuance of work orders and and/or information requests. Fulfills all other customer service duties inside the City in-person welcome desk and telephone contact center; provides assistance and information related to departmental procedures, services, fees, forms, or other issues; responds to routine questions, complaints or requests for service; initiates problem resolution.


Assists with other contact center duties, such as emergency operations, special projects, and training responsibilities or other similar tasks.


Requirements:

Employee is required to –

  • Initiate transmission on and respond to all telephone calls, emails, social media posts, facsimile transmissions, face to face interactions from residents in a professional and timely manner.

  • Create and maintains requests in the Customer Resource Management System for constituents and employees

  • Create databases and reports as needed.

  • Categorize issue types for both internal and external use.

  • Provide assistance to residents for DPW, Traffic and Parking, family advocacy referrals and other issues of concern.

  • Make technical changes to the Customer Resource Management System.

  • Organize the City’s web site to enable constituent use.

  • Monitor all social media sites, local newspapers and local television stations for upcoming local events and issues that may directly impact customers on a daily basis.

  • Attend community and other city-sponsored events providing information about the City and 311

  • Refer to departmental operating procedures, administrative policies, regulations, standards, and/or reference manuals and other sources in performing assigned job duties.

Ability to deal with and relate to people beyond simply giving and receiving instructions. Must be able to adapt to and perform under moderate stress when confronted with an emergency.


Ability to meet and interact with the public effectively and appropriately; ability to handle problems and emergencies effectively; ability to communicate clearly, both orally and in writing; ability to operate a computer; ability to maintain confidential information; ability to maintain, manage, and organize records; ability to deal appropriately with City employees, City officials and the disgruntled members of the public. Ability to call on life experiences to resolve problems.

Excellent organizational skills; excellent data processing skill in the use of personal computers and office software including MS Office programs, specifically Word, Excel and PowerPoint; experience with TTY to communicate with the hearing impaired; experience working in a call center a plus.


Ability to communicate in Spanish, Portuguese and/or Haitian Creole both verbally and written is strongly preferred.


High school diploma or GED required; one-three years’ experience in communications, call center and/or customer service operations or a related field required, or any equivalent combination of education, experience, and/or training which provides the requisite knowledge, skills, and abilities for this job. Associate’s or Bachelor’s degree is a plus. Must possess and maintain a valid driver’s license or the ability to get to and from job even during in climate weather and holidays.


Application Procedure :

Send your resume and cover letter by Friday, February 5, 2106, to:


City Hall Personnel Office

93 Highland Avenue

Somerville MA 02143

Fax: 617-666-4426

TTY: 1-866-808-4851

Email: employment_opportunities@somervillema.gov


City of Somerville residents are especially encouraged to apply.


The City of Somerville is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, sex, religion, age, national origin, disability or any other protected category. Women, minorities, veterans, and persons with disabilities are encouraged to apply. Auxiliary aids and services, written materials in alternative formats, and reasonable modifications in policies and procedures will be provided to qualified individuals with disabilities free of charge, upon request.


Salary:

$20.01 per hour


Hours per Week:

Hours and times vary. Typical shifts will be between the hours of 7 a.m. to 7:30 p.m. Mondays through Fridays, but occasional night and weekend work is required.



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