Customer Service Representative I - Mayors Action Center

About the position

The Customer Service Representative I (CSR I) at the Mayor's Action Center is responsible for managing customer communications, including answering calls and addressing service requests. This role involves evaluating and escalating customer inquiries, maintaining records, and providing information about city services. The CSR I also serves as a switchboard operator and may participate in community meetings and projects. The position requires adherence to established policies and procedures with limited independent judgment.

Responsibilities

• Answer calls from both internal and external customers.
• Assist customers with service requests and informational calls.
• Resolve customer questions and complaints.
• Collect information and maintain appropriate records within the database.
• Ensure proper routing of information to appropriate agencies.
• Provide current status of previous requests and follow up with residents.
• Explain and clarify rules, regulations, schedules, and departmental procedures.
• Communicate on multiple platforms with internal management and partner departments to maintain effective workflow.

Requirements

• High School diploma or GED with a minimum of one year prior experience in a service or call center environment.
• Ability to effectively interact with customers, displaying empathy and managing phone conversations under high call volumes.
• Professional demeanor in the office and while dealing with customers.
• Excellent organizational, verbal, and written communication skills.
• Strong computer skills with the ability to multitask.
• Positive attitude and ability to interpret information clearly and concisely.
• Working knowledge of city government and its services.

Nice-to-haves

• Associate's Degree in Public Administration, Communication, or a related field.
• Six months to one year of related experience.
• Bilingual in Spanish.

Benefits

• Full-time position with a salary of $36,420.80 per year.