Customer Care Representative

Job Description

The City of Naperville's Finance Department is looking for a Full-Time Customer Care Representative to join its multi-tasking customer care team. The Customer Care Representatives provide a high level of internal and external customer service to residents, businesses, visitors, vendors and department personnel over the phone, by email and other electronic platforms, and occasionally in person by answering inquiries and resolving customer concerns related to fees for new or existing services with the City, as well as entering service requests, JULIE tickets, and calling in staff to respond to critical issues after business hours.

This Full-Time position is 40 hours per week; schedule to be determined through shift bid process based on seniority. This position will work an overnight shift post initial training period and assessment by supervisor. The Call Center is operational 24 hours per day, 7 days per week. This is a shift position, which includes working nights, weekends and holidays.

Duties

The responsibilities include responding to a high volume of inbound calls (approximately 70-100 calls per day) while maintaining data in the city databases. Duties include:

• Maintaining a positive attitude with empathetic and professional communication with customers at all times

• Receive incoming calls related to invoicing, local taxes, street, electric, and water utility problems

• Prompt response and resolution of customer inquiries and complaints

• Determine the nature, location and priority of the problem and dispatch the appropriate work crews from the Public Works, Electric, Water and/or other departments

• Communicating with customers through various channels

• Maintain contact with units on assignment, coordinating calls, initiating service requests, maintaining service request logs, and monitoring weather alarms

• Coordinate residential electric and water utility turn-offs/turn-ons with department personnel, field crews and residents

• Enter information into city systems with a high degree of accuracy

• Keeping records of customer interactions, transactions, comments and complaints

• Collecting related fees for services

• Other related clerical tasks such as recordkeeping, data entry, filing, and updating various databases related to permits, utility locating and contact information

• Communicating and coordinating with division colleagues, providing assistance with daily work as needed

• Cross-training and developing proficiency in the responsibilities of the Finance Call Center

Qualifications

Required:

• High school diploma or equivalent.

• One to three years of experience in a related field.

• Previous experience in receiving and processing a high volume of customer service calls.

Preferred:

• Fluency in a language other than English

• Preference for working an overnight shift

Additional Information

The City of Naperville, Illinois is a dynamic community of 150,000 residents, conveniently located 28 miles west of Chicago. Various publications have named Naperville as one of the best cities in the United States in which to live. The City has gained national recognition for our family-friendly environment, excellent schools and library system, low crime rate, and vibrant downtown area. It's also a great place to work! Our municipal government employs over 900 dedicated individuals in a wide range of job categories and provides a dynamic & collaborative working environment, a forward-looking leadership team, and a competitive benefits package.

THE CITY OF NAPERVILLE IS AN E. O. E.

CLICK HERE for the City of Naperville's EEOP Utilization Report

The City of Naperville complies with the Americans with Disabilities Act (ADA). Individuals needing accommodations in the recruitment process should notify Human Resources in advance at (630) 305-7066.

The City of Naperville offers a benefits package to part-time employees that includes, but is not limited to:

• Voluntary Benefits

• IMRF (Illinois Municipal Retirement Fund) or Fire/Police Pension Programs

• Deferred Compensation Investment Plans

• Flexible Spending Accounts

• Employee Assistance Program

• Paid Time Off and Holidays

• Service and Recognition Awards

Agency City of Naperville, IL

Address 400 S. Eagle Street

Naperville, Illinois, 60540

Phone 630-305-7066

Website http://www.naperville.il.us