Citizen Services Advocate I (Contact Center) - Part-Time

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/systemsCollecting citizen feedback through post-contact customer service surveys.This is a part-time positionMinimum 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 promotionAdditional 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