Customer Service Representative

The City of Worcester is seeking qualified applicants for the position

of Customer Service Representative for the Worcester 311 Customer

Service Center in the Department of Emergency Communications &

Management. Under the direction of the Director of 311, the position

provides exemplary customer support primarily by answering calls at the

Customer Service Call Center. The position will also provide services

through email, online chats, SMS text and social media. Applicants must

be flexible with shift scheduling and be willing to work beyond 40 hours

when needed, particularly in winter months and during storm events.

Bilingual candidates are encouraged to apply. ESSENTIAL ELEMENTS: \~

Answer calls from residents and make proper entries into the Customer

Service Request System. \~ Provide support to residents through online

chat sessions and social media messaging. \~ Prepare letters based on

customer service system requests. \~ Complete follow-up calls for closed

work orders to complainant. \~ Act as a passport processing agent.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES: \~ Excellent verbal and

written communication skills. \~ Ability to provide excellent customer

service skills. \~ Ability to multitask in a fast-paced work

environment. \~ Ability to work independently and as part of a team. \~

Ability to learn City Divisional information quickly. \~ Ability to

remain positive with challenging customers. \~ Ability to enter data

quickly and accurately. \~ Open to performance improvement and coaching.

\~ Regular onsite attendance is required. MINIMUM REQUIREMENTS: \~ High

School Diploma or equivalent \~ Experience using Microsoft Office suite

\~ Previous customer service or call center experience \~ Must be 18

years of age \~ Must be a US Citizen, or a non-citizen national \~ Must

successfully pass a background check PREFERRED QUALIFICATIONS: \~

Working knowledge of social media and/or online chat support \~ One (1)

year of experience providing customer service in an office environment

\~ One (1) year of experience in call center environment [Click Here To

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Description](https://www.worcesterma.gov/human-resources/employment-opportunities/customer-service-representative/48809)