- Answers phone calls, listens to complaints or requests, takes down information, records each call, and determines what steps to take to resolve problem or fulfill request.
- Fulfills mail requests (abatement forms, copy of bills, recycling information, etc.)
- Faxes or emails requested information to appropriate department for special attention.
- Performs other related duties as needed.
- Ability to use basic computer software and Microsoft Office Suite.
- Ability to communicate on a professional level.
- Ability to quickly respond to initial customer inquiries/complaints and creatively troubleshoot customer service issues.
- Ability to keep accurate records and backup to enforce solutions to problems.
- Must be organized and able to multi-task
- Basic math skills.
- Bachelor's degree in related field.
- Two years of previous customer service/call center experience
- Bilingual preferred
- Yes
- No
- Yes
- No
- Yes
- No
- Yes
- No
- Yes
- No
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311 Call Center Service Representative - Boston, United States - City of Springfield, Massachusetts
Description
Salary : $45,236.36 AnnuallyLocation : C Call Center
Job Type: Full Time
Job Number: 03551
Department: 311 Call Center
Opening Date: 03/20/2024
Closing Date: 5/14/2024 11:59 PM Eastern
Position Purpose/Summary
Responsible for answering questions, providing information, and requesting services from City departments. Work is performed under the supervision of the 311 Call Center Director. No supervision is exercised over other employees.
Essential Functions
Medical/Dental/ Vision75% City Subsidized
All health insurance plans include Dental and Vision
RetirementAvailable to employees working 20+ hours per week
Paid VacationBargaining unit positions are subject to contractual obligations.
Paid HolidaysAll City employees receive 11 paid holidays per year.
Paid Sick TimeFull time employees are immediately eligible to begin accruing 1 1/4 days per month which can be taken after 6 months of service. Unused sick days can be rolled over to subsequent calendar years. Supplemental Long Term and Short disability coverage is available to employees at the employee cost.
Paid Personal DaysUse up to 3 of your accrued sick days as Personal days. Personal days cannot be rolled over into the next calendar year.
Family Medical Leave Act (FMLA)A means for eligible employees to balance work and family responsibilities by taking unpaid leave for authorized reasons.
TrainingOn the job and instructor led courses available
Employee Assistance ProgramFree, confidential and personal assistance to employees and their families to resolve issues that affect their personal lives as well as job performance.
Direct DepositEasy, convenient, and free
01
Do you have a Bachelor's degree in related field?
Do you have two years of previous customer service/call center experience?
Are you bilingual? (preferred)
Are you a current City of Springfield resident?
The City of Springfield requires all employees to be residents. If you are not a current Springfield resident, are you willing to relocate?
