Naperville, IL – Customer Care Representative

Job Description
The City of Naperville’s Finance Department is looking for a Full-Time Customer Care Representative to join its multi-tasking customer care team. The Customer Care Representatives provide a high level of internal and external customer service to residents, businesses, visitors, vendors and department personnel over the phone, by email and other electronic platforms, and occasionally in person by answering inquiries and resolving customer concerns related to fees for new or existing services with the City, as well as entering service requests, JULIE tickets, and calling in staff to respond to critical issues after business hours.

This Full-Time position is 40 hours per week; schedule to be determined through shift bid process based on seniority. This position will work an overnight shift post initial training period and assessment by supervisor. The Call Center is operational 24 hours per day, 7 days per week. This is a shift position, which includes working nights, weekends and holidays.

Duties
The responsibilities include responding to a high volume of inbound calls (approximately 70-100 calls per day) while maintaining data in the city databases. Duties include:

Maintaining a positive attitude with empathetic and professional communication with customers at all times
Receive incoming calls related to invoicing, local taxes, street, electric, and water utility problems
Prompt response and resolution of customer inquiries and complaints
Determine the nature, location and priority of the problem and dispatch the appropriate work crews from the Public Works, Electric, Water and/or other departments
Communicating with customers through various channels
Maintain contact with units on assignment, coordinating calls, initiating service requests, maintaining service request logs, and monitoring weather alarms
Coordinate residential electric and water utility turn-offs/turn-ons with department personnel, field crews and residents
Enter information into city systems with a high degree of accuracy
Keeping records of customer interactions, transactions, comments and complaints
Collecting related fees for services
Other related clerical tasks such as recordkeeping, data entry, filing, and updating various databases related to permits, utility locating and contact information
Communicating and coordinating with division colleagues, providing assistance with daily work as needed
Cross-training and developing proficiency in the responsibilities of the Finance Call Center

Qualifications
Required:

High school diploma or equivalent.
One to three years of experience in a related field.
Previous experience in receiving and processing a high volume of customer service calls.
Preferred:

Fluency in a language other than English
Preference for working an overnight shift

Additional Information
The City of Naperville, Illinois is a dynamic community of 148,000 residents, conveniently located 28 miles west of Chicago.? Various publications have named Naperville as one of the best cities in the United States in which to live.? The City has gained national recognition for our family-friendly environment, excellent schools and library system, low crime rate, and vibrant downtown area.? It’s also a great place to work!? Our municipal government employs over 900 dedicated individuals in a wide range of job categories and provides a dynamic & collaborative working environment, a forward-looking leadership team, and a competitive benefits package.

THE CITY OF NAPERVILLE IS AN E. O. E.

CLICK HERE (Download PDF reader) for the City of Naperville’s EEOP Utilization Report

The City of Naperville complies with the Americans with Disabilities Act (ADA). Individuals needing accommodations in the recruitment process should notify Human Resources in advance at (630) 305-7066.