Customer Service Representative
Job Description
Job Description
We are looking for a dedicated Customer Service Representative to join our team in Cleveland, Ohio. This is a Contract to permanent position, offering an exciting opportunity to work in a detail-oriented and dynamic environment. The role involves engaging with residents, providing accurate information, and ensuring exceptional service delivery.
Responsibilities:• Accurately record and track service requests using the organization's Customer Relationship Management system.
• Deliver detailed and accurate information about city services, events, and programs by utilizing reference tools and online resources.
• Follow established procedures, workflows, and scripts to manage, resolve, or escalate customer inquiries.
• Communicate effectively and courteously with residents, including handling stressful situations or language barriers.
• Utilize translation services to facilitate clear communication with non-English speaking residents.
• Assist with property or location-related questions by navigating city mapping systems.
• Maintain confidentiality and a high standard of conduct in all interactions and data management.
• Ensure high levels of accuracy when entering data and responding to customer inquiries.
• Perform additional tasks as assigned to support team objectives.
• Prior experience in customer service, ideally within a call center or high-volume setting.
• Strong listening skills and the ability to communicate clearly both verbally and in writing.
• Proficiency in using Microsoft Office applications.
• Attention to detail and accuracy in data entry and documentation.
• Ability to remain calm and focused when interacting with stressed or frustrated customers.
• Familiarity with navigating CRM systems and mapping tools is preferred.
• Demonstrated ability to follow processes, workflows, and scripts effectively.
• Business-appropriate attire is required for this onsite position.
Bilingual is a plus!!
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