Customer Service Assistant presso City of Naperville

About the Department

The City of Naperville seeks a Full-Time Customer Service Assistant to join its multi-tasking customer service team.  The Customer Service Assistant provides a high level of internal and external customer service to residents, businesses, visitors, vendors, and department personnel over the phone, by email and via other electronic platforms. Occasionally, service is provided in person by answering inquiries and resolving customer concerns related to fees for new or existing services with the City. Responsibilities may also include entering service requests, submitting JULIE tickets, and calling staff to respond to critical issues after business hours.

This Full-Time position is 40 hours per week; schedule to be determined through shift bid process based on seniority.  The Call Center is operational 24 hours per day, 7 days per week.  This is a shift position, which includes working nights, weekends, and holidays.

Position Duties

• Receives and processes a high volume of telephone calls, electronic communications, and postal mail from external customers, obtaining necessary information from other departments as needed. 
• Serves as the initial contact for all division functions – Identifies customers’ needs, clarifies information, researches every issue, and provides solutions in a timely manner. 
• Follows call center “scripts” if available, and provides relevant information while adhering to ordinances, procedures, policies, and practices. 
• Accurately enters utility and miscellaneous billing information directly into City system by initiating, transferring, adjusting, and/or terminating services for customers. 
• Records and collects related fees for new or existing services, including utility disconnections. 
• Maintains a record of all conversations in a comprehensible way by noting customer accounts. 
• Provides general support to other division personnel in daily work as needed. 
• Assists with the implementation of integrated work processes, while promoting a teamwork objective in the department. 
• Meets personal and team qualitative and quantitative metrics
• Performs all other duties as assigned.

Minimum Qualifications

Required:

• High school diploma or equivalent.  
• One to three years of experience in a related field.  
• Previous experience in receiving and processing a high volume of customer service calls. 

Preferred:

• Fluency in a language other than English

Other Qualifications

The City of Naperville, Illinois is a dynamic community of 153,000 residents, conveniently located 28 miles west of Chicago.  Various publications have named Naperville as one of the best cities in the United States in which to live.  The City has gained national recognition for our family-friendly environment, excellent schools and library system, low crime rate, and vibrant downtown area.  It’s also a great place to work!  Our municipal government employs over 900 dedicated individuals in a wide range of job categories and provides a collaborative working environment, a forward-looking leadership team, and a competitive benefits package.

Click here to learn more about the benefits offered by the City of Naperville.

Applications should be completed thoroughly, and resumes will not be accepted in lieu of an application but should be attached to the application.  Include all requested education, experience, attachments, and other information when applying. Incomplete applications are subject to rejection. Notifications to applicants will be sent electronically to the email address provided in the application.

THE CITY OF NAPERVILLE IS AN E. O. E.

CLICK HERE for the City of Naperville’s EEOP Utilization Report

The City of Naperville complies with the Americans with Disabilities Act (ADA). Individuals needing accommodations in the recruitment process should notify Human Resources in advance at (630) 305-7066.