Customer Service Representative

22nd Century Technologies, Inc.
Payrate: $16.00/hr. on w2 with
United States, Michigan, Romulus
Apr 03, 2025
Job Title: Customer Service Representative Location: Romulus, MI 48174 Duration: 6+ Months Shift hours: Fri. 8 AM - 4 PM/ 4 PM - 12 PM Job Description: The Contractor is tasked with using the available resources efficiently to assess the customer's issues and recommend valid solutions as well as escalate unresolved issues to the appropriate client Manager, Directo r or Assistant Division Directors. Some of the specific duties for the Contractor include: Input service requests (SR) into City works Asset Management System. Look up status of service requests. Create and track SR tickets. Initiate permit requests. Follow up with division contacts regarding service requests and inquiries. Coordinate follow-up emails with customers to ensure their issues have been addressed. Answer in-bound calls and dispatch to appropriate personnel Record details of each customer interaction with any actions taken Provide information on various activities in the department Provide customer service for the entire Department of Public Services Maintain adequate knowledge of all internal software and systems Make calls notifying managers for Snow and Ice operations. Work with night patrol and On-call client's County staff. Report to On-site Department Manager V with issues and problems. Required Skills: Length of initial training provided by client is anticipated to be 30 days. County will provide the scripts The call center is a 24-hour operation and must have adequate personnel at all times. Calls must be answered at all times. All technology and equipment shall be provided by the client. The Internal software used is Cityworks. Annual volume of calls is approximately 35,000 for all divisions. Annual volume of service request tickets is approximately 25,000. This service does not replace or enhance 911 emergency networks.