CITIZEN SERVICES ADVOCATE I - PART TIME

Salary: $17.22 Hourly
Location : 311 Citizen Contact Center, VA
Job Type: WAE - Hourly
Job Number: 08323
Department: 311 CITIZEN CONTACT CENTER
Opening Date: 10/14/2024
Closing Date: 10/28/2024 11:59 PM Eastern
Function
Are you a strong communicator and problem solver with the desire to serve your community? If so, a career with the 311 Citizen Contact Center may be the path for you. The Citizen Services Advocate position provides proactive support to internal and external customers concerning a variety of city issues, projects, services, and customer concerns.
The Citizen Services Advocates are committed to outstanding customer engagement to support the City of Hampton's initiative for 'customer delight' using a person's preferred contact method. The 311 Contact Center is available 24 hours a day, 7 days a week (including some holidays), and provides information and non-emergency service via telephone, email, online forms, mobile app, text messaging and chat.
What you'll be doing:
• Responding to customer phone and electronic inquiries in a prompt, courteous, and concise manner.
• Analyzing customer's needs and determines the most effective method of achieving customer delight.
• Researching and resolves customer inquiries using multiple software programs/systems
• Collecting citizen feedback through post-contact customer service surveys.
*This is a part-time position *
Minimum Qualifications:

• High school diploma or successful completion of GED.
• A minimum of one (1) year of full-time equivalent customer service experience to include direct customer contact, problem identification and resolution or closely related experience.
• Some college coursework is preferred.
• May be required to complete a skills-based assessment.
• Must successfully pass a background check related to this position prior to any offer of employment or promotion

Additional Requirements:

• Requires effective communication with internal and external customers.
• Requires working a flexible schedule to include evenings, weekends, and some holidays.
• May require working beyond a standard 40-hour work week.
• May be considered "essential personnel" during City emergency situations or at the direction of the City Manager which may include long hours and unusual schedules

to learn more about this position.

The Employee Assistance Program (EAP) is confidential and personal counseling service for the employee and their immediate family (757-363-6777, 1-800-899-8174 or

Savings bonds are available to the City's workforce.

Employees are covered for Workers' Compensation where appropriate.

01
Which of the following best describes your highest level of completed education?

• High School graduate or GED
• Some College
• Associate's Degree
• Bachelor's Degree or higher
• None of the Above

02
Which of the following options below best describes your years of customer service experience to include direct customer contact, problem identification, and resolution?

• No experience
• Less than 1 year experience
• 1-2 years experience
• 3 or more years experience

03
Which of the following options below best describes your knowledge of working with personal computers and Microsoft Office Software?

• No knowledge
• Basic knowledge
• Moderate knowledge
• Advanced knowledge

04
I understand that this position requires candidates to successfully pass a background check related to this position prior to any offer of employment or promotion.

• Yes
• No

05
Citizen Services Advocates work in a call center environment and use a variety of software to respond to customer telephone inquiries. I understand this positions requires that the majority of work hours are spent responding to customer inquiries by telephone.

• Yes
• No

06
This position may require working beyond a standard 40 hour work week to include days, evenings, weekends and some holidays. Are you willing to accept work during these times?

• Yes
• No

07
I understand I will be considered "essential personnel" during city emergency situations and that long, unusual hours may be required in times of emergency.

• Yes
• No

08
I understand that this position is non-exempt.

• Yes
• No

Required Question