Customer Service Representative - OrderID: 5111
About The Position
The Customer Service Representative (CSR) serves as the first point of contact for residents seeking government information, services, and assistance. Operating fully remotely, the CSR is responsible for accurately capturing caller inquiries, routing service requests, and providing timely, professional responses on behalf of our government client. This role requires a commitment to quality, empathy, and efficient call handling across a broad range of topics including public works, sanitation, housing, transportation, and emergency non-critical services. Schedule is 40 hours/week, with days off falling between Tuesday–Thursday; weekend availability is required. Shifts: Day or evening shifts available, with a small potential need for overnight coverage.
Requirements
- 2+ years of customer-facing experience is required
- Bilingual/Fluent in English and Spanish is required
- Strong technical proficiency and comfort navigating multiple systems
Responsibilities
- Answer a high volume of inbound calls from residents requesting city services, information, or complaint resolution
- Accurately log and route service requests into client-specific CRM and case management systems
- Identify callers' needs through active listening and effective probing questions, then provide accurate information using available knowledge base resources
- Escalate complex, sensitive, or urgent inquiries to the appropriate agency or supervisor in a timely manner
- Adhere to call quality standards, including average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) benchmarks
- Maintain thorough and accurate documentation of all caller interactions
- Stay current on government service updates, policy changes, and client-specific procedures through ongoing training
- Maintain professionalism and composure when handling frustrated, distressed, or difficult callers
- Complete after-call work (ACW) including case notes, data entry, and service request confirmation
Benefits
- health plan coverage
- comprehensive medical options
- group-rate dental and vision plans
- prescription drug coverage
- short-term disability
- 401(k) plan
- Employee Assistance Program
- childcare assistance
- Perks at Work employee discount program
- paid holidays
- longevity pay bonuses
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
