What are the responsibilities and job description for the 311 Senior Call Center Representative position at City of Springfield?
Responsible for performing administrative, reporting, and data gathering duties. Updates and creates procedures, training, and assisting CSR’s and the 311 Director. Work is performed under the supervision of the 311 Call Center Director. Supervision is exercised over CSR employees.
- Assists the CSR’s and the Director daily on tasks
- Conducts data gathering, updating and administrative work for the 311 Call Center.
- Manages billing Munis update and dispute resolutions and follow-up.
- Experienced with developing spreadsheets and programs using different technology.
- Ensures service request maintenance.
- Performs other related duties as needed.
- Ability to use basic computer software and Microsoft Office Suite.
- Ability to communicate on a professional level.
- Ability to keep accurate records and acts as management back up to enforce solutions to operational problems.
- Good decision making skills and able to quickly and respond to initial customer inquiries/complaints, creatively troubleshoot customer service/process/technology challenges.
- Excellent interpersonal skills and ability to establish/maintain positive relationships with people at all levels of municipal government and the general public.
- Evaluate CSR performance both through written and verbal communication.
- Organized and able to multi-task in a high volume call center..
- Basic math skills.
- Bachelor’s degree in related field.
- Three or more years of previous customer service /call center experience and two years of supervisory experience.
- Spanish Bilingual preferred
Salary : $1,262
Call Center Representative
Bath Concepts Independent Dealers -
West Springfield, MA
311 Call Center Service Representative
City of Springfield -
Springfield, MA
