Customer Service Technician

City of Durham • Durham, NC

432d • $43,347 - $45,760

About The Position

The Customer Service Technician at the City of Durham is responsible for providing excellent customer service to residents, ensuring their needs are met in a dynamic and fast-paced environment. This role involves handling customer inquiries, processing service requests, and maintaining accurate records while fostering a culture of service and professional development.

Requirements

• High School Diploma or GED.
• Two years of related customer service experience.

Nice To Haves

• Bi-Lingual strongly preferred (Fluent in English/Spanish).
• Previous experience handling a high volume of calls.
• Proficiency in MS Office applications (such as Word, Outlook, Excel, Teams, etc.).

Responsibilities

• Provide customer service to the public and other internal and external parties; respond to routine questions in person, via phone or online.
• Create customer service requests and accounts; research and provide standard information.
• Route callers and direct visitors to appropriate personnel, departments, or agencies; escalate more complex issues to senior-level staff.
• Prepare, maintain, and/or process routine reports, records, files, applications, work orders, and other documents and correspondence.
• Enter and update data; review, proof, and correct information for accuracy and completeness.
• Process service/work order requests and payments, and monitor work orders for completion.
• May provide bilingual support services to assist the public and/or other internal and external parties.

Benefits

• 12-13 paid holidays per year
• 13 standard work days of vacation per year
• 13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement
• 2 weeks paid military leave per year
• Medical, dental, vision, and supplemental life insurance plans
• State and City retirement plans
• Short and long term disability plans
• Paid temporary disability leave for specified conditions
• City contribution of 13.6% into the N.C. State Retirement System
• Paid funeral leave
• Employee Assistance Program - personal and family counseling
• Paid life insurance equal to annual salary
• 48 hours for volunteer work each year
• 4 hours parental leave each year
• Workman's Compensation Insurance
• 457 Deferred Compensation Plans

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees