SUMMARY: 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. Wage
\$19.01-22.98. DUTIES: \ 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 REQUIREMENTS: \
High School Diploma/GED \ Experience using Microsoft Office suite \
Previous customer service or call center experience \ Must have
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 PREFERRED QUALIFICATIONS: \ Working knowledge of social media
and/or online chat support \ 1 year experience providing customer
service in an office environment \ 1 year experience in call center
environment To apply, please visit: www.worcesterma.gov/employment or
send resume and cover letter on or before 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.