Customer Service Center Representative (311 Center) part-time virtual

The Village of Schaumburg seeks a Customer Service Center Representative to serve as the primary contact for residents, businesses, and visitors calling the 311 Center. The role answers inquiries, creates and routes service requests, triages emergency calls, and monitors text messages and social media content.

Responsibilities:

• Answers inbound calls in a high-volume call center environment from residents, businesses, and visitors providing answers and information on a wide variety of village functions, services, and operations
• Uses various computer, phone, and information systems to research answers to caller questions
• Determines the appropriate response to each call including creating support tickets, providing information, or transferring to other village departments
• Creates and enters electronic customer service requests for callers as well as monitors and routes those submitted through the village website
• Triages inbound calls to determine whether the request is an emergency. Transfers emergency calls to emergency dispatch as needed quickly and accurately
• Monitors incoming inquiries on the village’s text line
• Monitors and edits all emergency social media postings as directed by department supervisors
• Remain current on the village’s staffing, activities, policies, and services
• Performs other duties as assigned

Requirements:

• Education equivalent to a high school diploma
• A minimum of one year experience in an office setting with customer service and heavy phone usage
• Typing skills of a minimum of 25 words per minute on a computer keyboard
• Proficiency with current computer technology, job-specific software, and customer service systems