Customer Service Center Representative (311 Center)

The Village of Schaumburg seeks a Customer Service Center Representative to serve as the primary contact for residents, businesses, and visitors calling the 311 Center. The role answers inquiries, creates and routes service requests, triages emergency calls, and monitors text messages and social media content. ResponsibilitiesAnswers 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 operationsUses various computer, phone, and information systems to research answers to caller questionsDetermines the appropriate response to each call including creating support tickets, providing information, or transferring to other village departmentsCreates and enters electronic customer service requests for callers as well as monitors and routes those submitted through the village websiteTriages inbound calls to determine whether the request is an emergency. Transfers e