Customer Service Representative

About the role

The City of Worcester is seeking a Customer Service Representative for the Worcester 311 Customer Service Center within the Department of Emergency Communications & Management. This position provides exemplary customer support by answering calls and offering services through email, online chats, SMS text, and social media. Applicants must be flexible with shift scheduling and willing to work beyond 40 hours when needed, particularly during winter months and storm events. Bilingual candidates are encouraged to apply.

Responsibilities

• 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 complainants.
• Act as a passport processing agent.

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.

Skills

• Excellent verbal and written communication skills.
• Ability to provide excellent customer service.
• 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.

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 a call center environment.