Experienced Customer Service Representative – 311 Center Remote Work Opportunity

Join arenaflex's Schaumburg, IL Team and Make a Difference in Your Community

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments and enjoy working with diverse groups of people? If so, we invite you to apply for the Customer Service Center Representative position at arenaflex's Schaumburg, IL location. As a key member of our 311 Center team, you will play a vital role in providing top-notch service to residents, businesses, and visitors, while also contributing to the growth and development of our community.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that values its employees and the community it serves. With a diverse range of departments and services, we strive to make Schaumburg the best community it can be. Our Core Values – customer service, integrity, respect, teamwork, and trust – guide our actions and decisions, and we are committed to providing excellent services and programs to meet the needs of our community and employees.

Job Summary

As a Customer Service Center Representative, you will be responsible for promptly answering all incoming 311 calls in a courteous, timely, and efficient manner. This role acts as the primary point of contact for all inbound customer requests and inquiries on all village functions and activities. You will also monitor, edit, and post social media content, respond to incoming text messages, and perform other duties as assigned.

Key Responsibilities

* Answer inbound calls in a high-volume call center environment from residents, businesses, and visitors, providing answers and information on a wide variety of village functions, services, and operations.

• Use various computer, phone, and information systems to research answers to caller questions.
• Determine the appropriate response to each call, including creating support tickets, providing information, or transferring to other village departments.
• Create and enter electronic customer service requests for callers, as well as monitor and route those submitted through the village website.
• Triage inbound calls to determine whether the request is an emergency, transferring emergency calls to emergency dispatch as needed quickly and accurately.
• Monitor incoming inquiries on the village's text line.
• Monitor and edit all emergency social media postings as directed by department supervisors.
• Remain current on the village's staffing, activities, policies, and services.
• Perform other duties as assigned.

Qualifications

* Education equivalent to a high school diploma.

• A minimum of one year experience in an office setting with customer service and heavy phone usage.
• Typing skills of a minimum of 25 words per minute on a computer keyboard.
• At-home high-speed internet connection capable of supporting job-specific requirements.
• Proficiency with current computer technology, job-specific software, and customer service systems.
• Ability to function effectively in emergency stress situations, courteously and professionally, and communicate effectively both verbally and in writing.

Working Conditions

This is a remote work-from-home position that typically involves regular and irregular shift work, and day off rotations necessary to provide coverage 7 days a week, 365 days a year. Work shifts are normally 4 hours in duration but may be extended in the event of an emergency, disaster, personnel shortage, workload, or work-in-progress. The initial required training, of approximately 12 weeks, will be conducted in person at the 311 Center office before transitioning to remote work.

Compensation and Benefits

* Starting salary range: $18.75 – $20.90 per hour working up to 19 hours per week. Salary dependent on qualifications.

• Part-time employees are not eligible for benefits.

Selection Process

The candidate screening process may consist of an application review, skills testing, employability assessment, interviews, reference checks, and other job-related testing or verifications. Chosen candidates will be subject to a background and criminal history investigation, and qualifying pre-employment medical examination and drug screen (including cannabis).

How to Apply

If you are a motivated and customer-focused individual who is passionate about making a difference in your community, we encourage you to apply for this exciting opportunity. Please attach all necessary documents verifying that you meet the minimum qualifications for the position. Apply now and join the arenaflex team in Schaumburg, IL!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values the unique perspectives and experiences of all employees.

Contact Us

For more information about this opportunity or to request reasonable accommodations under the Americans with Disabilities Act, please contact the Human Resources Department at 847-923-3900.

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About the Village of Schaumburg

The village employs approximately 600 employees in 12 departments, including police, fire, engineering and public works, communications, community development, cultural services, economic development, finance, general government, human resources, information technology, and transportation. Our employees work to serve the residents and strive to make Schaumburg the best community it can be.

Our Core Values

* Customer service: We are committed to providing exceptional service to our residents, businesses, and visitors.

• Integrity: We operate with honesty, transparency, and accountability in all our interactions.
• Respect: We value and respect the diversity of our community and employees.
• Teamwork: We work collaboratively to achieve our goals and objectives.
• Trust: We build trust with our residents, businesses, and employees through our actions and decisions.

Join Our Team

We are proud of the rich diversity of the Schaumburg community, and we want employees to bring their own unique capabilities, experiences, and characteristics to their work in serving the community. The characteristics of humility, empathy, respect, and open-mindedness are cornerstones of our organizational culture. The success of the village depends on our employees, and we are committed to helping employees continue growing and developing in their careers. Apply for this job