Resident Support Specialist

5 days ago

Cleveland, Ohio, United States Insight Global Full time $35,000 - $55,000 per year

MUST HAVES:

  • High school diploma or GED
  • 1+ years of customer service experience, preferably in a contact center or public service setting.
  • Typing: Minimum 45 WPM.
  • Basic knowledge of modern office practices and ability to learn the City departments.
  • Ability to use CRM systems, Microsoft Office applications, and online research tools.
  • Strong listening, written, and verbal communication skills as well as strong customer service skills.
  • Ability to follow procedures and maintain accuracy in high-volume settings.
  • Must be able to work assigned shifts.

PLUSSES:

  • Bilingual in English and Spanish
  • Experience working in a public service setting

Day to Day:

Insight Global is seeking a Resident Support Specialist I to work in Cleveland, OH Under general supervision, the Resident Support Specialist I receives and processes non-emergency calls, emails, and chat requests from residents. The position is responsible for logging service requests accurately, providing information about City services, and ensuring courteous, timely, and accurate assistance. Work involves adherence to established procedures with close quality monitoring and guidance from senior staff.

Daily Responsibilities:

  • Answer and document resident inquiries and complaints received by phone, email, text/chat, or other communication channels.
  • Accurately enter and track service requests in the City's Customer Relationship Management (CRM) system.
  • Utilize reference materials, job aids, and online Knowledge Management resources to provide accurate information about City programs, services, events, and facilities.
  • Follow defined scripts, workflows, and procedures to resolve or route requests.
  • Escalate complex or unresolved requests to the appropriate departmental contacts, Resident Support Specialist II, or Team Lead.
  • Communicate clearly and courteously with residents, including those under stress or with limited English proficiency.
  • Use translation services (e.g., Language Line) as necessary to support resident interactions.
  • Navigate GIS and City mapping tools to assist with property or location-related inquiries.
  • Maintain confidentiality, professionalism, and accuracy in all data entry and interactions.
  • Perform other related duties as assigned.

Performance Expectations

  • Meets quality assurance and service level goals.
  • Displays consistent adherence to department and city policies.
  • Demonstrates reliability, punctuality, and teamwork.
  • Shows consistent improvement toward independent handling of inquiries.

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