Customer Service Technician

City of Durham • Durham, NC

425d • $43,347 - $45,760

About The Position

The Customer Service Technician position at the City of Durham is focused on providing exceptional customer service to residents and internal stakeholders. This role involves handling routine inquiries, processing service requests, and ensuring effective communication within a dynamic and fast-paced environment. The position emphasizes professional development and aims to foster a culture of service within the community.

Requirements

• High School Diploma or GED.
• Two years of related customer service experience.

Nice To Haves

• Bi-Lingual strongly preferred (Fluent in English/Spanish).
• Previous experience handling a high volume of calls.
• Proficiency in MS Office applications (such as Word, Outlook, Excel, Teams, etc.).

Responsibilities

• Provide customer service to the public and other internal and external parties.
• Respond to routine questions in person, via phone, or online.
• Create customer service requests and accounts.
• Research and provide standard information; route callers and direct visitors to appropriate personnel, departments, or agencies.
• Escalate more complex issues to senior-level staff.
• Prepare, maintain, and/or process routine reports, records, files, applications, work orders, and other documents and correspondence.
• Enter and update data; review, proof, and correct information for accuracy and completeness.
• Process service/work order requests and payments, and monitor work orders for completion.
• Provide bilingual support services to assist the public and/or other internal and external parties.

Benefits

• 401(k)
• Bereavement leave
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• 12-13 paid holidays per year
• 13 standard work days of vacation per year
• 13 standard work days of sick leave per year
• 2 weeks paid military leave per year
• Medical, dental, vision, and supplemental life insurance plans
• State and City retirement plans
• Short and long term disability plans
• Paid temporary disability leave for specified conditions
• City contribution of 13.6% into the N.C. State Retirement System
• Paid funeral leave
• Employee Assistance Program - personal and family counseling
• Paid life insurance equal to annual salary
• 48 hours for volunteer work each year
• 4 hours parental leave each year
• Workman's Compensation Insurance
• 457 Deferred Compensation Plans

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: High school or GED