Statement of Duties As an essential personnel staff member, the Customer Service Representative (Level II) is responsible for assisting constituents with the resolution to problems, answering questions and concerns on behalf of the City of Somerville by telephone, in person, in writing, through the 311-web portal, social media feeds, and other channels. Employee is required to perform all similar or related duties. Essential Functions 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. + Receives incoming requests in a polite and professional manner, responding to routine questions and taking complaints from the general public; inputs information received into the contact center’s Customer Relationship Management system; directs requests to the appropriate department or agency for further action. + Maintains a professional relationship and demeanor with all constituents providing all services with courtesy and patience by gathering information, creating service requests, dispatching work to specific departments, responding to routine questions, taking and reporting complaints from constituents and contacting constituents to ensure that work was completed as needed. + Performs follow-up on a variety of requests for information or complaints; gives out information of a routine nature; refers inquiries to other sources as required; receives and answers minor operation problems for users. + Operates 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. + Assists with other contact center duties, such as operating under emergency situations and providing support for CSR I’s if a supervisor is unavailable. + Maintain a high-level specific knowledge of related computer software required to perform any role, function or task required for day-to-day operations relating to issuance of work orders and and/or information requests. + Properly categorize and document issue types for both internal and external use. + Maintains a very strong working knowledge of all policies regarding the activities required for all city department’s day-to-day operations. Must be familiar with all city departments’ hours of operations, services performed, after-hours procedures and contact persons for specific functions. + Makes technical and operational suggestions and changes to the Customer Relationship Management system as they arise. + Expected to consistently telephone etiquette and follow customer service procedures; must be courteous to all users. + Must meet regular, as well as emergency and special event attendance requirements as requested by the supervisor. + May be required to work flexible shifts, overtime, weekends, holidays, and/or during declared emergencies. 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; experience with telecommunication systems; working knowledge of social media tools or web chat is helpful; One or more years’ experience working in a contact center. Requires solid knowledge of arithmetic, English, and grammar. Should possess a strong understanding of QAlert or similar Customer Relationship Management systems. Ability: Ability to consistently meet with and deal with the public appropriately and effectively under a wide range of circumstances; ability to handle complex problems and triage 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. Must possess and maintain ability to report to primary work location at all times. Skill: Excellent organizational skills; exceptional information management skills in the use of personal computers and office software, including word processing, database, and spreadsheet applications; must have ability to view, post and respond to questions social media (e.g., Twitter and Facebook) excellent verbal, written and customer service skills. Bi-lingual skills (especially in Spanish, Portuguese, and/or Haitian-Creole) is preferred but not required. Work Environment 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. Employee may be required to work beyond normal business hours in response to attend evening meetings or complete work assignments. 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. Physical Skills 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.) Motor Skills 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 Skills Visual demands require constantly reading documents for general understanding and analytical purposes. Hours: Full-Time; Monday - Friday 8am-7:30pm Salary: $55,204.04 annualized; plus benefits Union: Non-Union FLSA: Non-Exempt Date Posted: January 9, 2025 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. Persons with disabilities who need auxiliary aids and services for effective communication (i.e., CART, ASL), written materials in alternative formats, or reasonable modifications in policies and procedures in order to access the programs, activities, and meetings of the City of Somerville should please contact Adrienne Pomeroy at 617-625-6600 x 2059 or apomeroy@somervillema.gov. Please Note: The below details do not apply to any Mayor Student Jobs programs OR youth workers with the city. Pre-Employment Requirements for All Employees: + MA Criminal Offender Record Information (CORI) clearance + Completion of Conflict-of-Interest Law Education training for municipal employees Overview of Total Rewards: + 4 weeks annual vacation (for non-union positions) union positions vary by contract + Medical insurance through the Group Insurance Commission (GIC) - 80% of premium costs paid by City + Dental coverage low and high plans through Cigna + Vision care through Vision Service Plan (VSP) + Long term disability through Sun Life + Group and voluntary life insurance through Boston Mutual + Health Care and Dependent Care flexible spending through Benefit Strategies + Deferred compensation plans through a choice of three vendors + Free, confidential services through the Employee Assistance Program (EAP) provided by E4Health + Annual cancer screening & wellness release + Somerville Retirement Pension System + Tuition reimbursement + MBTA pass program + FREE Blue Bikes membership + Eligible employer for the Public Service Loan Forgiveness Program (PSLF) Benefits listed are for benefits-eligible positions and the above information is meant to be a general overview of the benefit programs offered by the City of Somerville and not a binding contract. 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