Citizen Services Advocate I en City of Hampton, VA

About the Department

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. 

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

• 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