Job Details
CUSTOMER SERVICE REPRESENTATIVE
OFFICE OF THE TREASURER & COLLECTOR OF TAXES
CITY OF WORCESTER
The City of Worcester seeks qualified applicants for a Customer Service Representative for the Municipal Hearing Office within the Office of the Treasurer and Collector of Taxes. Under the direction of the Municipal Hearing Officer, the Customer Service Representative will process parking ticket appeals and appeals for other fines and violations issued by the City. This position will handle inquiries from the public regarding the appeal process, including explanation of City Ordinances and other policies and regulations provided under the law.
Bilingual applicants are encouraged to apply.
ESSENTIAL ELEMENTS:
- Perform exemplary customer service, by handling inquiries by phone, email or in person
- Respond to citizen complaints, including the explanation of ordinances, departmental policies and regulations to other city employees and the public, and refers complaints to the proper authority
- Provide support to other colleagues
- Maintain workflow and streamline office procedures for efficiency
- Sort and process mail and assist with mailroom operations when necessary
- Assist in scheduling hearings, scanning, maintaining files, data entry, research, and strong computer and typing skills
- Adhere to the highest degree of professional standards and strict confidentiality in matters that require discretion
- Other related work duties as assigned
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
- Excellent organizational, interpersonal, written, and verbal communication skills
- Ability to communicate and work effectively with diverse populations
- Ability to work independently and in a group setting with minimal supervision
- Computer proficiency with Outlook, MS Word, Excel, and other Microsoft programs
- Experience with editing documents in word processing applications and entering data into
- databases or spreadsheets
- Ability to operate office and mailing equipment
- Ability to maintain confidentiality
- Ability to remain professional under all circumstances
- Ability to prioritize, be organized and multi-task in a fast-paced environment
- Exemplary customer service skills in an office setting
- Ability to remain positive with challenging customers
MINIMUM REQUIREMENTS:
- High school diploma or equivalent
- Two (2) years of customer service or clerical experience in an office environment
o An equivalent combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job will be considered in lieu of the above requirements.
- Excellent Communication Skills
PREFERRED QUALIFICATIONS:
- Associate degree in Business Administration or related field
- Four (4) years of customer service experience in an office environment
- Four (4) years of clerical experience in an office environment
- Prior experience in a municipal office environment
- Bilingual
SALARY RANGE: $18.46 - $22.31 hourly, full-time, with an excellent benefits package.
To apply, please visit: www.worcesterma.gov/employment or send resume and cover letter on or before FRIDAY, JUNE 7, 2024, to: City of Worcester, 455 Main Street, Room 109, Worcester, MA 01608. Preference given to Worcester Residents. The City of Worcester is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities and protected veterans are encouraged to apply. Direct inquiries to: City Hall Human Resources, 508-###-####, ...@Worcesterma.gov.