CUSTOMER SERVICE REPRESENTATIVE

CUSTOMER SERVICE REPRESENTATIVE
WORCESTER 311
DEPARTMENT OF EMERGENCY COMMUNICATIONS & MANAGEMENT
CITY OF WORCESTER

The City of Worcester is seeking qualified applicants for the position of Customer Service Representative for the Worcester 311 Customer Service Center in the Department of Emergency Communications & Management. Under the direction of the Director of 311, the position provides exemplary customer support primarily by answering calls at the Customer Service Call Center. The Customer Service Representative in this role will be responsible for processing passports. The position will also provide services through email, online chats, SMS text and social media. Applicants must be flexible with shift scheduling and be willing to work beyond 40 hours when needed, particularly in winter months and during storm events. This Customer Service Representative position will be located at the Main Street location, with a Tuesday - Saturday schedule, but may be required to cover shifts at other locations occasionally.

Bilingual candidates are encouraged to apply.

ESSENTIAL ELEMENTS:

• Answer calls from residents and make proper entries into the Customer Service Request System.
• Provide support to residents through online chat sessions and social media messaging.
• Prepare letters based on customer service system requests.
• Complete follow-up calls for closed work orders to complainant.
• Act as a passport processing agent.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent verbal and written communication skills.
• Ability to provide excellent customer service skills.
• Ability to multitask in a fast-paced work environment.
• Ability to work independently and as part of a team.
• Ability to learn City Divisional information quickly.
• Ability to remain positive with challenging customers.
• Ability to enter data quickly and accurately.
• Open to performance improvement and coaching.
• Regular onsite attendance is required.

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent
• Experience using Microsoft Office suite
• Previous customer service or call center experience
• Must be 18 years of age
• Must be a US Citizen, or a non-citizen national
• Must successfully pass a background check

PREFERRED QUALIFICATIONS:

• Working knowledge of social media and/or online chat support
• One (1) year of experience providing customer service in an office environment
• One (1) year of experience in call center environment

SALARY RANGE: $19.97 – $24.14 hourly, full-time, overtime opportunities, with an excellent benefits package.

To apply, please visit: www.worcesterma.gov/employment or send resume and cover letter to: City of Worcester, 455 Main Street, Room 109, Worcester, MA 01608. OPEN UNTIL FILLED, applications received prior to or on FRIDAY, APRIL 3, 2026, will receive preference. Preference is 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, Room 109, 508-799-1030, Hiring@worcesterma.gov.