Client Support Specialist

2 weeks ago


Worcester, Massachusetts, United States City of Worcester, MA Full time

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

The City of Worcester is in search of qualified candidates for the role of Customer Service Representative within the Worcester 311 Customer Service Center, part of the Department of Emergency Communications & Management. This position operates under the guidance of the Director of 311, delivering outstanding customer assistance primarily through phone interactions at the Customer Service Call Center. Additionally, the role encompasses support via email, online chat, SMS text, and social media platforms. Flexibility in shift scheduling is essential, with a willingness to exceed 40 hours when necessary, especially during winter months and storm-related events.

Bilingual and multilingual applicants are highly encouraged to submit their applications.

KEY RESPONSIBILITIES:

  • Respond to inquiries from residents and accurately document entries in the Customer Service Request System.
  • Assist residents through online chat sessions and social media messaging.
  • Draft correspondence based on requests from the customer service system.
  • Conduct follow-up calls for completed work orders to the complainant.

ESSENTIAL SKILLS AND QUALIFICATIONS:

  • Exceptional verbal and written communication abilities.
  • Proven customer service skills.
  • Capability to multitask in a dynamic work environment.
  • Ability to work autonomously as well as collaboratively within a team.
  • Quick adaptability to learn City Divisional information.
  • Maintaining a positive demeanor when interacting with challenging customers.
  • Proficient in data entry with speed and accuracy.
  • Open to constructive feedback and performance enhancement.

MINIMUM EDUCATIONAL REQUIREMENTS:

  • High School Diploma or equivalent.
  • Experience with Microsoft Office suite.
  • Prior experience in customer service or call center settings.

PREFERRED EXPERIENCE:

  • Familiarity with social media and/or online chat support.
  • One (1) year of experience in a customer service role within an office environment.
  • One (1) year of experience in a call center setting.

SALARY RANGE: $23.67 hourly, full-time, with opportunities for overtime and an excellent benefits package.

Equal Opportunity Employer: The City of Worcester is committed to diversity and inclusion, encouraging women, minorities, individuals with disabilities, and protected veterans to apply.



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