Customer Service Center Representative

NOW ACCEPTING APPLICATIONS FOR THE POSITION OF:

Customer Service Center Representative (311 Center Remote) Part-Time

Interviews will be conducted as applications are received.  This position will remain open until filled.

JOB SUMMARY:

This position is responsible for promptly answering all incoming 311 calls in a courteous, timely, and efficient manner.  This position acts as the primary point of contact for all inbound customer requests and inquiries on all village functions and activities.  Additionally, will monitor, edit, and post social media content.  Will monitor and respond to incoming text messages.  Assignments may include special tasks which call upon specialized abilities and knowledge possessed by the employee.  Work assignments are general, and specific instructions are reviewed by a supervisor who reviews work methods and results through personal observations, discussions, computer systems, and tape-recorded conversations.

This is a remote work-from-home position that typically involves regular and irregular shift work, and day off rotations necessary to provide coverage 7 days a week, 365 days a year.  Work shifts are normally 4 hours in duration but may be extended in the event of an emergency, disaster, personnel shortage, workload, or work-in-progress.  The initial required training, of approximately 12 weeks, will be conducted in person at the 311 Center office before transitioning to remote work.

JOB DUTIES:

1.    Answers inbound calls in a high-volume call center environment from residents, businesses, and visitors providing answers and information on a wide variety of village functions, services, and operations.
2.    Uses various computer, phone, and information systems to research answers to caller questions.
3.    Determines the appropriate response to each call including creating support tickets, providing information, or transferring to other village departments.
4.    Creates and enters electronic customer service requests for callers as well as monitors and routes those submitted through the village website. 
5.    Triages inbound calls to determine whether the request is an emergency.  Transfers emergency calls to emergency dispatch as needed quickly and accurately.
6.    Monitors incoming inquiries on the village’s text line.  
7.    Monitors and edits all emergency social media postings as directed by department supervisors. 
8.    Remain current on the village’s staffing, activities, policies, and services.
9.    Performs other duties as assigned.

QUALIFICATIONS:
1.    Education equivalent to a high school diploma.
2.    A minimum of one year experience in an office setting with customer service and heavy phone usage.
3.    Typing skills of a minimum of 25 words per minute on a computer keyboard.
4.    At-home high-speed internet connection capable of supporting job-specific requirements.
5.    Proficiency with current computer technology, job-specific software, and customer service systems.

Function effectively in emergency stress situations courteously and professionally.  Communicate effectively both verbally and in writing.

STARTING SALARY RANGE:  $18.75 - $20.90  per hour working up to 19 hours per week.  Salary dependent on qualifications. The salary range for this position is $18.75 - $27.34.  This position is represented by a union; you may refer to the AFSCME collective bargaining agreement available on our website.

Please attach as part of your application all necessary documents verifying that you meet the minimum qualifications for the position.

BENEFITS:

Part-Time employees are not eligible for benefits.

ABOUT THE VILLAGE OF SCHAUMBURG:
The village employs approximately 600 employees in 12 departments, including police, fire, engineering and public works, communications, community development, cultural services, economic development, finance, general government, human resources, information technology, and transportation. Our employees work to serve the residents and strive to make Schaumburg the best community it can be. 

Our Core Values are the heart and soul of how we operate.  Customer service, integrity, respect, teamwork, and trust are the values we dedicate ourselves to with the goal of providing excellent services and programs to meet the needs of our community and those within our organization. They guide our actions and serve as the framework for the decisions and contributions we make every day – at every level.  Each member of the Schaumburg team is valued, belongs and provides essential services to the residents, visitors, and businesses of Schaumburg. We are proud of the rich diversity of the Schaumburg community, and we want employees to bring their own unique capabilities, experiences, and characteristics to their work in serving the community.  The characteristics of humility, empathy, respect, and open-mindedness are cornerstones of our organizational culture. The success of the village depends on our employees, and we are committed to helping employees continue growing and developing in their careers. 

SELECTION PROCESS:

The candidate screening process may consist of an application review, skills testing, employability assessment, interviews, reference checks, and other job-related testing or verifications.  Chosen candidates will be subject to a background and criminal history investigation, and qualifying pre-employment medical examination and drug screen (including cannabis).

Individuals requesting reasonable accommodations under the Americans with Disabilities Act to complete the application process should contact the Human Resources Department at 847-923-3900.

The Village of Schaumburg is an Equal Opportunity Employer