Customer Service Assistant
Company: City of Naperville
Category: Sales/Customer Service
Naperville
Type: Full Time
The City of Naperville is seeking a full-time Customer Service Assistant to join its Customer Service Team. This position provides high level customer service to residents, businesses, visitors, vendors, and City staff by phone, email, and other electronic platforms. Responsibilities include answering questions, resolving customer concerns related to City services and fees, entering service requests, submitting JULIE tickets, and contacting staff regarding critical after-hours issues.
This is a 40-hour per week position with a current schedule of 3:00 p.m. to 11:00 p.m. The schedule may vary based on staffing and operational needs. Because the Call Center operates 24/7, employees must be available to work varying shifts, including evenings, weekends, and holidays. Schedules are subject to the department’s shift bid process and seniority. Overtime or extended shifts may be required.
The hiring rate for this position is $25.68 per hour. Excellent benefits package includes medical, dental, and vision benefits, life insurance coverage, flexible spending account, deferred compensation, and participation in the Illinois Municipal Retirement Fund (IMRF).
Responsibilities:
- Receives and processes a high volume of telephone calls, electronic communications, and postal mail from external customers, obtaining necessary information from other departments as needed.
- Serves as the initial contact for all division functions – Identifies customers’ needs, clarifies information, researches every issue, and provides solutions in a timely manner.
- Follows call center “scripts” if available, and provides relevant information while adhering to ordinances, procedures, policies, and practices.
- Accurately enters utility and miscellaneous billing information directly into City system by initiating, transferring, adjusting, and/or terminating services for customers.
- Records and collects related fees for new or existing services, including utility disconnections.
- Maintains a record of all conversations in a comprehensible way by noting customer accounts.
- Provides general support to other division personnel in daily work as needed.
- Assists with the implementation of integrated work processes, while promoting a teamwork objective in the department.
- Meets personal and team qualitative and quantitative metrics.
