The City of Somerville Constituent Services seeks three (3) Part-Time Customer Service Representatives for temporary work through June 30, 2021. As an essential employee, the Customer Service Representative answers all incoming requests in a friendly manner, responds to routine questions and accepts requests from both the general public, as well as City employees; inputs and/or logs information received into the contact center’s Customer Relationship Management (CRM) system; directs requests to the appropriate department or agency for further action; and assists constituents with the resolution to problems, questions and concerns.
The employee maintains a professional relationship and demeanor with internal and external customers providing all services with accuracy, courtesy and patience by gathering information, creating service requests, dispatching work to specific departments, responding to routine questions, taking and reporting complaints and contacting other departments and customers as needed to ensure that work was completed. Employee must be able to retain specific knowledge of multiple related computer software systems required to perform duties and operations relating to issuance of work orders and and/or information requests. Fulfills all other customer service duties at primary contact center or remote location; provides assistance and information related to departmental procedures, services, fees, forms, or other issues; responds to routine questions, complaints or requests for service; and initiates problem resolution.
The essential functions or duties listed below are intended only as illustrations of the various type of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
- Answer incoming telephone calls to the city’s 311 contact center in a professional and timely manner. Must use expected telephone etiquette and follow customer service procedures.
- Respond to routine questions and taking requests from the general public.
- Create and maintain requests in the Customer Resource Management System for constituents and employees; direct requests to the appropriate department or agency for further action.
- Perform post-call follow-up on a variety of requests for information or complaints; give out information of a routine nature; refer inquiries to other sources as required.
- Refer to departmental operating procedures, administrative policies, regulations, standards, and/or reference manuals and other sources in performing assigned job duties.
- Ability to deal with and relate to people beyond simply giving and receiving instructions. Must be able to adapt to and perform under moderate stress when confronted with an emergency.
- Operate computer and telecommunication equipment; may include, but not limited to work order management systems, department databases and web portals, Microsoft Office tools and telephony systems; performs related routine clerical work; refers technical operation problems to appropriate personnel
- Must be able to work flexible shifts (Monday-Friday 8am-6pm). Work may be required during declared emergencies, which may include additional hours in a pay period. Available to work with minimal notice is highly preferred.
Education and Experience:
High school diploma or GED required; minimum of one–three (1-3) years’ experience in communications, call center and/or customer service operations or a related field required; or any equivalent combination of education, experience, and/or training which provides the requisite knowledge, skills, and abilities for this job. Associate’s or Bachelor’s degree is a plus.
Must possess and maintain a valid driver’s license or the ability to get to and from City Hall unassisted, even during inclement weather.
Knowledge, Abilities and Skill
Knowledge: Knowledge of MS Office programs; experience with telecommunication systems; experience working in a call center is preferred, working with web-based customer management tools. Requires basic knowledge of arithmetic, English, and grammar.
Ability: Ability to meet and interact 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 communicate in Spanish, Portuguese and/or Haitian Creole both verbally and written is strongly preferred.
Skill: Excellent organizational skills; excellent data processing skills in the use of personal computers and office software including MS Office programs, specifically Word, Excel and PowerPoint; experience with TTY or similar accessibility-related communication tools; experience working in a call center a plus.
The work environment typically 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. For on-site work, employee must comply with applicable state and local safety precautions, including wearing personal protective equipment and practicing appropriate social distancing. During the COVID-19 related shutdown of City buildings, employees will be expected to work remotely from their home or similar location where they can confidently and consistently manage customer interactions without issue or distraction. No estimate of how long remote work will last is available at this time.
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 to 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. 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, personal computer and/or most other office equipment including word processing, filing and sorting of papers.
Visual demands require constantly reading documents for general understanding and analytical purposes.
Send your resume and cover letter by August 3, 2020 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].