Customer Service Technician (Part Time)

Work, Serve, Thrive.  With the City of Durham   
Advance in your career while making a real difference in the community you serve.

Hiring Range:  $18.10  hr.  This is a Non-Benefited position
Hours: Mon- Thu 9am - 2 pm not to exceed 20 hours per week

All candidates are asked to please include a resume that you can attach in the application.

Our highly motivated, service-oriented City Manager’s Office Durham One-Call staff provides excellent customer service to our residents. Our group works in a dynamic, fast-paced environment in which staff regularly engage with the public to ensure our community is well-served. We foster a culture of service and encourage professional development and growth for staff. If challenging, meaningful work excites you, join our team in Durham!

This position is devoted to providing seamless enterprise-wide customer service, and complaint resolution including coordination, tracking and follow up.  Perform standardized work following prescribed procedures and instructions. There is an established and specified routine to be followed and decision-making is limited with minimal consequence on overall operations.

Responsible for providing customer assistance by responding to routine questions or referring more complex questions to senior staff; preparing daily reports; entering data; creating customer service requests; responding to phone calls, on-line and face-to-face requests; processing service/work order requests and monitoring for completion; maintaining files; and escalating more complex issues to senior level staff, as assigned.

• Primary non-verbal communications duties: Respond promptly to customer questions and concerns across platforms like email, live chat, text, and social media. Address multiple conversations simultaneously, which is common in chat support. Troubleshoot and resolve issues related to products, services, or accounts using strong written communication skills.
• Customer service: Provides customer service to the public and other internal and external parties; responds to routine questions in person, via phone or online; creates customer service requests and accounts; researches and provides standard information; routes callers and directs visitors to appropriate personnel, departments, or agencies; and escalates more complex issues to senior-level staff.
• Maintain accurate customer records: Document all customer interactions and solutions provided within a Customer Relationship Management (CRM) system or company database. Utilize records to research issues, provide informed assistance, and ensure proper follow-up. Prepares, maintains, and/or processes routine reports, records, files, applications, work orders, and other documents and correspondence; enters and updates data; reviews, proofs and corrects information for accuracy and completeness.
• Provide proactive support and feedback: Analyze inquiries to identify and escalate complex issues to a higher level of support when necessary. Contribute to internal knowledge bases, such as company FAQ pages, based on common customer questions. Gather customer feedback to provide insights for improving products, services, or internal processes. 
• Secondary phone communications duties: Answer incoming calls with the same goal of providing accurate information and resolving problems. Shift communication styles to include verbal skills, focusing on a professional and empathetic tone. Keep accurate records of phone conversations within the same system used for digital communications.
• Processes service/work order requests, and monitors work orders for completion.
• May provide bilingual support services to assist the public and/or other internal and external parties.

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

• One or more years of non-verbal customer service transactions experience 
• Previous experience handling a high volume of calls/interactions 
• Proficiency in MS Office applications (such as Word, Outlook, Excel, Teams etc.)