Customer Service Representative II

City of Somerville, MA • Somerville, MA

349d • $55,204

About The Position

As an essential personnel staff member, the Customer Service Representative (Level II) is responsible for assisting constituents with the resolution to problems, answering questions and concerns on behalf of the City of Somerville by telephone, in person, in writing, through the 311-web portal, social media feeds, and other channels. Employee is required to perform all similar or related duties. The essential functions or duties listed below are intended only as illustrations of the various type of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Requirements

• High school diploma or equivalent.
• One to three (1-3) years of call center and/or customer service operations, or a related field, required.
• Knowledge of MS Office programs.
• Experience with telecommunication systems.
• Working knowledge of social media tools or web chat is helpful.
• Solid knowledge of arithmetic, English, and grammar.
• Strong understanding of QAlert or similar Customer Relationship Management systems.

Nice To Haves

• Bi-lingual skills (especially in Spanish, Portuguese, and/or Haitian-Creole) is preferred but not required.

Responsibilities

• Receives incoming requests in a polite and professional manner, responding to routine questions and taking complaints from the general public; inputs information received into the contact center's Customer Relationship Management system; directs requests to the appropriate department or agency for further action.
• Maintains a professional relationship and demeanor with all constituents providing all services with courtesy and patience by gathering information, creating service requests, dispatching work to specific departments, responding to routine questions, taking and reporting complaints from constituents and contacting constituents to ensure that work was completed as needed.
• Performs follow-up on a variety of requests for information or complaints; gives out information of a routine nature; refers inquiries to other sources as required; receives and answers minor operation problems for users.
• Operates computer and telecommunication equipment; may include, but not limited to work order management systems, department databases and web portals, Microsoft Office tools and telephony systems; performs related routine clerical work; refers technical operation problems to appropriate personnel.
• Assists with other contact center duties, such as operating under emergency situations and providing support for CSR I's if a supervisor is unavailable.
• Maintain a high-level specific knowledge of related computer software required to perform any role, function or task required for day-to-day operations relating to issuance of work orders and/or information requests.
• Properly categorize and document issue types for both internal and external use.
• Maintains a very strong working knowledge of all policies regarding the activities required for all city department's day-to-day operations. Must be familiar with all city departments' hours of operations, services performed, after-hours procedures and contact persons for specific functions.
• Makes technical and operational suggestions and changes to the Customer Relationship Management system as they arise.
• Expected to consistently telephone etiquette and follow customer service procedures; must be courteous to all users.
• Must meet regular, as well as emergency and special event attendance requirements as requested by the supervisor.
• May be required to work flexible shifts, overtime, weekends, holidays, and/or during declared emergencies.

Benefits

• 4 weeks annual vacation (for non-union positions) union positions vary by contract.
• Medical insurance through the Group Insurance Commission (GIC) - 80% of premium costs paid by City.
• Dental coverage low and high plans through Cigna.
• Vision care through Vision Service Plan (VSP).
• Long term disability through Sun Life.
• Group and voluntary life insurance through Boston Mutual.
• Health Care and Dependent Care flexible spending through Benefit Strategies.
• Deferred compensation plans through a choice of three vendors.
• Free, confidential services through the Employee Assistance Program (EAP) provided by E4Health.
• Annual cancer screening & wellness release.
• Somerville Retirement Pension System.
• Tuition reimbursement.
• MBTA pass program.
• FREE Blue Bikes membership.
• Eligible employer for the Public Service Loan Forgiveness Program (PSLF).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: High school or GED
• Number of Employees: 251-500 employees