Customer Service Center Representative (311 Center) part-time virtual

Village of Schaumburg • Schaumburg, IL

13d • Remote

About The Position

The Customer Service Center Representative is the primary point of contact for residents, businesses, and visitors contacting the Village of Schaumburg’s 311 Center. The role promptly and courteously handles inbound calls and service requests about Village functions, services, and activities, researches answers using computer, phone, and information systems, and determines whether to provide information, create a support ticket, or transfer the inquiry to another department. The representative also monitors incoming text messages and website-submitted service requests, and monitors, edits, and posts social media content as directed.

This is a part-time, work-from-home position involving regular and irregular shifts and rotating days off to provide coverage seven days a week, year-round. Shifts are normally four hours and may be extended during emergencies, disasters, personnel shortages, or high workloads. Approximately 12 weeks of initial training take place in person at the 311 Center before the transition to remote work. Work assignments are general and are reviewed by a supervisor through observation, discussions, computer systems, and recorded conversations.

Requirements

• Education equivalent to a high school diploma.
• At least one year of experience in an office setting involving customer service and heavy phone usage.
• Typing speed of at least 25 words per minute on a computer keyboard.
• At-home high-speed internet connection capable of supporting job-specific requirements.
• Proficiency with current computer technology, job-specific software, and customer service systems.

Responsibilities

• Answer high-volume inbound calls from residents, businesses, and visitors, providing information about Village functions, services, and operations.
• Use computer, phone, and information systems to research answers to callers’ questions.
• Determine the appropriate response to each call, including creating support tickets, providing information, or transferring callers to other Village departments.
• Create electronic customer service requests and monitor and route requests submitted through the Village website.
• Triage calls to determine whether they involve an emergency and promptly and accurately transfer emergency calls to emergency dispatch as needed.
• Monitor incoming inquiries on the Village text line.
• Monitor and edit emergency social media postings as directed by department supervisors.
• Stay current on Village staffing, activities, policies, and services.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED