Job Description

Position Type

• Full-time, Temp-to-Hire (90-day evaluation)
• On-site position (No remote work)
• Long-term career opportunity

Position Overview Seeking a dedicated Citizen Responder to serve as a vital link between the client departments and the public. This role focuses on delivering exceptional customer service while managing citizen inquiries, complaints, and service requests through multiple communication channels.

Required Qualifications

• High School diploma or GED
• 3+ years call center/customer service experience
• Basic Microsoft Office Suite proficiency
• Strong verbal and written communication skills
• Stable work history (long-term commitment required)

Preferred Qualifications

• Advanced Microsoft Office Suite knowledge
• CRM system experience
• Service Request/Work Order system familiarity
• Strong interpersonal skills
• Process documentation experience

Core Responsibilities

Customer Service

• Handle citizen inquiries and complaints via:
• Telephone
• Email
• Mobile app
• Web requests
• Provide accurate information and solutions
• Make appropriate referrals
• Issue service requests to field crews
• Coordinate with department heads

System Management

• CRM system data entry and maintenance
• Service request tracking
• Work order processing
• Report generation and analysis
• Performance standard monitoring

Administrative Duties

• Research and correspondence preparation
• Resource coordination
• Project and event tracking
• Data accuracy verification
• Documentation maintenance

Professional Competencies

• Strong listening skills
• Problem-solving ability
• Attention to detail
• Multi-tasking capabilities
• Team collaboration
• Professional demeanor

Work Environment

• Call center setting
• Fast-paced environment
• Multi-department interaction
• Public service focus

Success Factors

• Customer service excellence
• Communication skills
• System proficiency
• Problem-solving ability
• Long-term commitment

Career Development

• Comprehensive training provided
• Permanent position opportunity after 90 days
• Growth potential within city government
• Stable, long-term career path

Important Notes

• No work-from-home options available
• Extensive training investment requires long-term commitment
• Stable work history strongly preferred
• 90-day evaluation period before permanent conversion

This position offers an opportunity to serve the community while building a stable, long-term career in public service. The ideal candidate will combine strong customer service skills with a commitment to professional growth and community support.

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