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CITY of SOMERVILLE Customer Service Rep-PT in Somerville, Massachusetts

The position is responsible for answering constituent?s phone, email and other inquiries regarding payment status on tax and water bills. Employee is required to perform all similar or related duties. Essential Functions The essential functions or duties listed below are intended only as illustrations of the various type of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Answers incoming requests in a polite and professional manner, responding to routine questions regarding tax and water bills. Assists with processing mail and handles other correspondence. Maintains a professional relationship and demeanor with all constituents providing all services with courtesy and patience by gathering information to assist constituents with their tax and water bill payments. Operates computer, department databases, Microsoft Office tools; performs related routine clerical work; refers technical operation problems to appropriate personnel. Requirements: Education and Experience High school diploma or equivalent; one to three (1-3) years of call center and/or customer service operations, or a related field, required. Knowledge, Abilities and Skill Knowledge: Knowledge of MS Office programs. Requires basic knowledge of arithmetic, English, and grammar. Working knowledge of the City of Somerville policies and procedures. Abilities: Ability to meet and deal with the public effectively and appropriately; ability to handle problems and emergencies effectively; ability to communicate clearly, both orally and in writing; ability to operate a computer; ability to maintain confidential information; ability to maintain, manage and organize records; ability to deal appropriately with City employees, City officials and the disgruntled members of the public. Ability to call on life experiences to resolve problems. Ability to learn different software, including but not limited to MUNIS. Must possess and maintain ability to report to primary work location at all times. Skill: Excellent organizational skills; excellent data processing skill in the use of personal computers and office software, including word processing, database and spreadsheet applications; excellent verbal, written and customer service skills. Bi-lingual skills in Spanish, Portuguese, and/or Haitian-Creole is preferred but not required.

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