Job Description

Statement of Duties

As an essential employee, the 311 Customer Service Representative answers all incoming requests to the 311 contact center in a friendly manner, responds to routine questions and accepts requests from both the general public, as well as City employees; inputs and/or logs information received into the City’s Customer Relationship Management (CRM) system; directs requests to the appropriate department or agency for further action; and assists constituents with the resolution to problems, questions and concerns.

Maintains a professional relationship and demeanor with internal and external customers providing all services with accuracy, courtesy and patience by gathering information, creating service requests, dispatching work to specific departments, responding to routine questions, taking and reporting complaints and contacting other departments and customers as needed to ensure that work was completed.

Must be able to retain specific knowledge of multiple related computer software systems required to perform duties and operations relating to issuance of work orders and and/or information requests. Fulfills all other customer service duties at primary contact center or remote location; provides assistance and information related to departmental procedures, services, fees, forms, or other issues; responds to routine questions, complaints or requests for service; and initiates problem resolution.

Essential Functions

The essential functions or duties listed below are intended only as illustrations of the various type of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

• Answer incoming telephone calls to the city’s 311 contact center or through remote work setup in a professional and timely manner. Must use expected telephone etiquette and follow customer service procedures.
• Respond to routine questions and taking request from the general public.
• Create and maintains requests in the Customer Resource Management System for constituents and employees; direct requests to the appropriate department or agency for further action.
• Perform post-call follow-up on a variety of requests for information or complaints; give out information of a routine nature; refers inquiries to other sources as required.
• Refer to departmental operating procedures, administrative policies, regulations, standards, and/or reference manuals and other sources in performing assigned job duties.
• Ability to deal with and relate to people beyond simply giving and receiving instructions. Must be able to adapt to and perform under moderate stress when confronted with an emergency.
• Operate computer and telecommunication equipment; may include, but not limited to work order management systems, department databases and web portals, Microsoft Office tools and telephone systems; performs related routine clerical work; refers technical operation problems to appropriate personnel.
• Must be able to work flexible shifts (Monday-Friday 8am-6pm). Work may be required during declared emergencies, which may include additional hours. Available to work with minimal notice is highly preferred.

Recommended Minimum Qualifications

Education and Experience: High school diploma or GED required, Associate’s or Bachelor’s degree is a plus; minimum of one to three (1-3) years’ experience in communications, call center and/or customer service operations or a related field required, or any equivalent combination of education, experience, and/or training which provides the requisite knowledge, skills, and abilities to perform this job.

Special Requirements

Must possess and maintain a valid driver’s license or the ability to get to and from city hall unassisted, even during weather, or similar emergencies, as needed.

Knowledge, Abilities and Skill

Knowledge: Knowledge of MS 365 applications, experience with telecommunication systems; experience working in a high-volume customer-engaging environment, working with web-based customer management tools. Requires basic knowledge of arithmetic, English, and grammar.

Ability: Ability to meet and interact with the public effectively and appropriately; ability to handle problems and emergencies effectively; ability to communicate clearly, both orally and in writing; ability to operate a computer; ability to maintain confidential information; ability to maintain, manage, and organize records; ability to deal appropriately with City employees, City officials and members of the public. Ability to call on life experiences to resolve problems. Ability to communicate in Spanish, Portuguese and/or Haitian Creole both verbally and written are not required, but is strongly preferred.

Skill: Excellent organizational skills; excellent data processing skill in the use of personal computers and office software including MS Office programs, specifically Word, Excel, PowerPoint, Teams, etc.; experience with TTY or similar accessibility-related communication tools a plus; experience working in a call center a plus.

Work Environment

The work environment typically involves everyday discomforts typical of offices, with occasional exposure to outside elements. Noise or physical surroundings may be distracting, but conditions are generally not unpleasant. Employees may be eligible to work remotely from their home, or similar location where they can confidently and consistently manage customer interactions without issue or distraction.

Physical and Mental Requirements The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.

Physical Skills Little to no physical demands are required to perform the work. Work effort principally involves sitting to perform work tasks, with intermittent periods of stooping, walking, and standing. May also be some occasional lifting of objects such as books, office equipment and computer paper (up to 30 lbs.)

Motor Skills Duties are largely mental rather than physical, but the job may occasionally require minimal motor skills for activities such as moving objects, operating a telephone, personal computer and/or most other office equipment including word processing, filing and sorting of papers.

Visual Skills

Visual demands require constantly reading documents for general understanding and analytical purposes.

Hours: Ability to work Monday - Friday (8:00am - 6:00pm)

3-4 months in person training required for the position

Salary: $1,115.31 weekly

Union: SMEU B

FLSA: Non-exempt

Date Posted: October 1, 2026

The City of Somerville is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, sex, religion, age, national origin, disability or any other protected category. Women, minorities, veterans, and persons with disabilities are encouraged to apply.

Auxiliary aids and services, written materials in alternative formats, and reasonable modifications in policies and procedures will be provided to qualified individuals with disabilities free of charge, upon request. Persons with disabilities who need auxiliary aids and services for effective communication (i.e., CART, ASL), written materials in alternative formats, or reasonable modifications in policies and procedures in order to access the programs, activities, and meetings of the City of Somerville should please contact the ADA Coordinator at 617-625-6600 x 2059 or ADA@somervillema.gov.

Pre-Employment Requirements for All Employees:

• MA Criminal Offender Record Information (CORI) clearance
• Completion of Conflict-of-Interest Law Education training for municipal employees

Overview of Total Rewards:

• 4 weeks annual vacation for non-union positions. Union positions vary by contract. Please note, police officers are members of the SPEA union. Public Health Nurses are part of Union A (SMEA).
• Medical insurance through the Group Insurance Commission (GIC) - 80% of premium costs paid by City
• Dental coverage low and high plans through Cigna
• Vision care through Vision Service Plan (VSP)
• Long term disability through Sun Life
• Group and voluntary life insurance through Boston Mutual
• Health Care and Dependent Care flexible spending through Benefit Strategies
• Deferred compensation plans through a choice of three vendors
• Free, confidential services through the Employee Assistance Program (EAP) provided by E4Health
• Annual cancer screening & wellness release
• Somerville Retirement Pension System
• Tuition reimbursement
• MBTA pass program
• FREE Blue Bikes membership
• Eligible employer for the Public Service Loan Forgiveness Program (PSLF)

Benefits listed are for benefits-eligible positions and the above information is meant to be a general overview of the benefit programs offered by the City of Somerville and not a binding contract.