The position is responsible for answering constituent’s phone inquiries regarding payment status on tax and water bills. Employee is required to perform all similar or related duties.
Answers incoming requests in a polite and professional manner, responding to routine questions regarding tax and water bills.
- Maintains a professional relationship and demeanor with all constituents providing all services with courtesy and patience by gathering information to assist constituents with their tax and water bill payments.
- Operates computer, department databases, Microsoft Office tools; performs related routine clerical work; refers technical operation problems to appropriate personnel.
Recommended Minimum Qualifications
Education and Experience: 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, Abilities and Skill
Knowledge: Knowledge of MS Office programs. Requires basic knowledge of arithmetic, English, and grammar. Working knowledge of the City of Somerville policies and procedures.
Ability: Ability to meet and deal with the public effectively and appropriately; ability to handle problems and emergencies effectively; ability to communicate clearly, both orally and in writing; ability to operate a computer; ability to maintain confidential information; ability to maintain, manage and organize records; ability to deal appropriately with City employees, City officials and the disgruntled members of the public. Ability to call on life experiences to resolve problems. Ability to learn different software, including but not limited to MUNIS. Must possess and maintain ability to report to primary work location at all times.
Skill: Excellent organizational skills; excellent data processing skill in the use of personal computers and office software, including word processing, database and spreadsheet applications; excellent verbal, written and customer service skills. Bi-lingual skills in Spanish, Portuguese, and/or Haitian-Creole is preferred but not required.
The work environment involves everyday discomforts typical of offices, with occasional exposure to outside elements. Noise or physical surroundings may be distracting, but conditions are generally not unpleasant.
Physical and Mental Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.
Little or no physical demands are required to perform the work. Work effort principally involves sitting to perform work tasks, with intermittent periods of stooping, walking, and standing. There may also be some occasional lifting of objects such as books, office equipment and computer paper (up to 30 lbs.)
Duties are largely mental rather than physical, but the job may occasionally require minimal motor skills for activities such as moving objects, operating a telephone system, computer and/or most other office equipment, typing and/or word processing, filing, and sorting.
Visual demands require constantly reading documents for general understanding and analytical purposes.
This position will remain open until filled. Send your resume and cover letter to:
City Hall Personnel Office
93 Highland Avenue
Somerville MA 02143
Email: [email protected]
City of Somerville residents are especially encouraged to apply.
The City of Somerville is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, sex, religion, age, national origin, disability or any other protected category. Women, minorities, veterans, and persons with disabilities are encouraged to apply. Auxiliary aids and services, written materials in alternative formats, and reasonable modifications in policies and procedures will be provided to qualified individuals with disabilities free of charge, upon request.
Individuals with disabilities who need auxiliary aids and services for effective communication, written materials in alternative formats, or reasonable modifications in policies and procedures, in order to access the programs and activities of the City of Somerville or to attend meetings, should contact the City’s ADA Coordinator, Nency Salamoun, at 617-625-6600 x2323 or [email protected].