CITIZEN SERVICES ADVOCATE I - FULL TIME

About the position

The Citizen Services Advocate I position at the City of Hampton is designed for individuals who are strong communicators and problem solvers, dedicated to serving the community. This role involves providing proactive support to both internal and external customers regarding various city issues, projects, and services. Advocates are committed to delivering outstanding customer engagement, aligning with the city's initiative for 'customer delight' through preferred contact methods. The 311 Contact Center operates 24/7, offering information and non-emergency services through multiple channels including phone, email, and chat.

Responsibilities

• Responding to customer phone and electronic inquiries in a prompt, courteous, and concise manner.
• Analyzing customer's needs and determining the most effective method of achieving customer delight.
• Researching and resolving customer inquiries using multiple software programs/systems.
• Collecting citizen feedback through post-contact customer service surveys.

Requirements

• High school diploma or successful completion of GED.
• A minimum of one (1) year of full-time equivalent customer service experience including direct customer contact, problem identification, and resolution.
• Some college coursework is preferred.
• Effective communication skills with internal and external customers.

Nice-to-haves

• Experience in a customer service role with direct contact.
• Familiarity with multiple software programs/systems for customer service.

Benefits

• Full-time position with a salary of $35,818 per year.
• Flexible scheduling including evenings, weekends, and some holidays.