311 Call Center Service Representative

311 Call Center Service Representative

Salary

$49,076.56 Annually

Location

C132-311 Call Center

Job Type

Full Time

Job Number

04361

Department

311 Call Center

Opening Date

07/07/2026

Closing Date

7/21/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Position Purpose/Summary

Responsible for answering questions, providing information, and requesting services from City departments. Work is performed under the supervision of the 311 Call Center Director. No supervision is exercised over other employees.

Essential Functions

• Answers phone calls, listens to complaints or requests, takes down information, records each call, and determines what steps to take to resolve problem or fulfill request.
• Fulfills mail requests (abatement forms, copy of bills, recycling information, etc.)
• Faxes or emails requested information to appropriate department for special attention.
• Performs other related duties as needed.

Knowledge, Skills, and Abilities

• Ability to use basic computer software and Microsoft Office Suite.
• Ability to communicate on a professional level.
• Ability to quickly respond to initial customer inquiries/complaints and creatively troubleshoot customer service issues.
• Ability to keep accurate records and backup to enforce solutions to problems.
• Must be organized and able to multi-task
• Basic math skills.

Education and Experience

• Bachelors degree in related field.
• Two years of previous customer service/call center experience
• Bilingual preferred

NOTICE: The following benefits are contingent upon hours worked and bargaining vs. non-bargaining agreements.

Medical/Dental/ Vision

75% City Subsidized

All health insurance plans include Dental and Vision

Retirement

Available to employees working 20+ hours per week

Paid Vacation

Bargaining unit positions are subject to contractual obligations.

Paid Holidays

All City employees receive 11 paid holidays per year.

Paid Sick Time

Full time employees are immediately eligible to begin accruing 1 1/4 days per month which can be taken after 6 months of service. Unused sick days can be rolled over to subsequent calendar years. Supplemental Long Term and Short disability coverage is available to employees at the employee cost.

Paid Personal Days

Use up to 3 of your accrued sick days as Personal days. Personal days cannot be rolled over into the next calendar year.

Family Medical Leave Act (FMLA)

A means for eligible employees to balance work and family responsibilities by taking unpaid leave for authorized reasons.

Training

On the job and instructor led courses available

Employee Assistance Program

Free, confidential and personal assistance to employees and their families to resolve issues that affect their personal lives as well as job performance.

Direct Deposit

Easy, convenient, and free!

01

Do you have a bachelors degree in related field?

• Yes
• No

02

Do you have two years of previous customer service/call center experience?

• Yes
• No

03

Are you bilingual? (preferred)

• Yes
• No

04

Are you a current City of Springfield resident?

• Yes
• No

05

The City of Springfield requires all employees to be residents. If you are not a current Springfield resident, are you willing to relocate?

• Yes
• No

Required Question

Employer City of Springfield

Address 36 Court St

Springfield, Massachusetts, 01103

Phone 413-787-6018

Website https://www.springfield-ma.gov