Job Details

The City of Worcester is an EEO/AA Employer. Preference is given to Worcester residents.

If you wish to apply for this position, the deadline is Friday, May 24, 2024. Please note the following application options for this position:
  • Applicants are Encouraged to Apply Online
  • By Mailing to the Department of Human Resources, ATTN: CUSTOMER SERVICE REPRESENTATIVE, 455 Main Street, Room 109, Worcester, MA 01608
    (If applying via US Mail, please include a completed Application Questionnaire & VSID)
Title
CUSTOMER SERVICE REPRESENTATIVE
Department/Division
Communications
Apply Start Date
05/10/2024
Apply End Date
05/24/2024
Type
Full Time
Hours
40 Per Week
Wage
$19.01 - $22.98 Per Hour
Description

CUSTOMER SERVICE REPRESENTATIVE
WORCESTER 311
DEPARTMENT OF EMERGENCY COMMUNICATIONS & MANAGEMENT
CITY OF WORCESTER

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 and multilingual 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 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

SALARY RANGE: $19.01 – $22.98 hourly, full-time, overtime opportunities, with an excellent benefits package.

To apply, please visit: www.worcesterma.gov/employment or send resume and cover letter on or before FRIDAY MAY, 24, 2024 to: City of Worcester, 455 Main Street, Room 109, Worcester, MA 01608. Preference is given to Worcester residents. The City of Worcester is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities and protected veterans are encouraged to apply. Direct inquiries to: City Hall, Human Resources, Room 109, 508-799-1030, HR@worcesterma.gov.  

City of Worcester
Worcester 311
Monday - Friday
8 a.m. - 5 p.m.
Phone: 311
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