Customer Service Representative

We are looking for a Customer Service Representative to join a municipal service team in Ohio. This onsite contract-to-permanent opportunity is ideal for someone who enjoys helping the public, managing high-volume inquiries, and delivering accurate information with professionalism. In this role, you will support residents by responding to service-related questions, documenting requests carefully, and ensuring each interaction is handled with clarity and care.

Responsibilities:
• Respond to incoming resident inquiries and provide helpful, courteous support across a wide range of city-related services.
• Record service requests accurately in the customer relationship management system and monitor entries for completeness and follow-up needs.
• Use internal reference guides, knowledge resources, and program information to deliver correct details about services, events, facilities, and community offerings.
• Apply established call handling procedures and resolution steps to address issues directly or direct them to the appropriate department when needed.
• Assist individuals experiencing challenging circumstances by communicating calmly, professionally, and with sensitivity to varying communication needs.
• Access translation support services when necessary to ensure effective communication with residents who have limited English proficiency.
• Utilize mapping tools and related systems to help resolve property-based and location-specific questions.
• Maintain a high standard of confidentiality, precision, and professionalism in every conversation and all documentation.
• Support additional customer service and administrative tasks as assigned to help the team meet service goals.• Prior experience in customer service, call center support, or a high-volume public-facing environment.
• Strong verbal and written communication skills with the ability to listen carefully and respond clearly.
• Accurate data entry skills and strong attention to detail when documenting requests and updating records.
• Proficiency with Microsoft Office and comfort learning customer service systems and online knowledge tools.
• Ability to manage inbound calls efficiently while maintaining courtesy and empathy.
• Experience handling both routine inquiries and more complex service concerns with sound judgment.
• Comfortable working onsite in Cleveland, Ohio in a business environment.