Customer Service Rep

We are seeking a Customer Support Rep to support its 311 service operations as part of the MFA (Multi-Factor Authentication) initiative. This role is focused on delivering a high-quality customer experience to city residents by providing clear guidance, resolving inquiries, and ensuring a smooth and positive interaction with city services.

Responsibilities

Serve as a primary point of contact for incoming calls, delivering courteous, professional, and efficient customer support; Assist users with general questions, access needs, and navigation of city-supported systems and services; Guide users through basic processes related to account access and authentication (including MFA-related interactions); Provide support for common user experiences within Windows 11 and Microsoft Office 365 (Outlook, Teams, Word, Excel, etc.); Accurately document all interactions, inquiries, and resolutions in the ticketing system; Ensure timely follow-up and clear communication to maintain a positive customer experience; Collaborate with internal teams to escalate or route requests as needed; Maintain a high level of professionalism when supporting users across multiple city departments

Requirements

Professionalism; patience; strong communication skills; comfort assisting users in a structured environment; ability to help users navigate Windows 11 and Microsoft Office 365