Job Type: Non-Union
Job Posting: COP-00009-26
Salary: $46,000
Job Grade Level:
Department: Mayor’s Office
The City of Providence welcomes and encourages diversity in our workforce at all levels of the organization. We provide equal employment opportunities to all employees and applicants for employment and prohibit hiring discrimination of any type. All City hiring decisions are made without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Job Summary
The Mayor’s Office seeks a PVD311 Constituent Representative to join the Mayor’s Center for City Services (MCCS) as part of the call center team. MCCS is the City’s centralized constituent service hub, connecting residents, businesses, and visitors to information and services through PVD311.
The Constituent Representative is the primary point of contact, working closely with other city departments and agencies to ensure timely, respectful, and solution-driven communication with all who interact with PVD311. This position reports to the PVD311 Supervisor.
MCCS is a fast-paced environment that utilizes Microsoft Dynamics 365 as the primary case management system for all service request intake, assignment, and status monitoring. The ideal candidate is an effective communicator, quick learner, and detail-oriented team player who thrives in a public-facing setting.
Normal working hours are 8:30 a.m. to 4:30 p.m., Monday through Friday, with occasional evening and weekend availability required for community meetings, events, and emergencies.
Duties & Responsibilities
• Respond to constituent and business city service requests through various channels, including telephone, email, chat, text, online submissions, and in-person visits to City Hall.
• Provide exceptional customer service by actively listening to concerns, recording accurate details, and ensuring timely and regular updates on the status and resolution of city service requests.
• Use Microsoft Dynamics 365 to track, assign, monitor, and update the status of city service requests.
• Analyze PVD311 data to identify trends, service gaps, or recurring issues and report findings daily to the Deputy Director.
• Keep the MCCS Deputy Director informed of service request trends so that appropriate action can be taken.
• Maintain and communicate up-to-date information about City initiatives, programs, and events to residents.
• Process and assign service requests to the appropriate city departments to ensure timely and effective resolution.
• Serve as a liaison for constituents with city departments, agencies, and community partners to answer questions, respond to concerns, and maintain positive relationships.
• Represent the Mayor’s Office at community events and outreach opportunities in collaboration with other city departments.
• Proactively manage assigned caseloads and ensure all tasks are completed promptly and accurately.
• Prepare and present PVD311 information at outreach events and build relationships with community partners.
• Attend and participate in customer service training and contribute to the continuous improvement of service workflows.
• Normal working hours are 8:30 a.m. to 4:30 p.m., Monday through Friday, with occasional evening and weekend availability required for community meetings, events, and emergencies.
• Perform other duties as assigned.
Qualifications
• Respond to constituent and business city service requests through various channels, including telephone, email, chat, text, online submissions, and in-person visits to City Hall.
• Provide exceptional customer service by actively listening to concerns, recording accurate details, and ensuring timely and regular updates on the status and resolution of city service requests.
• Use Microsoft Dynamics 365 to track, assign, monitor, and update the status of city service requests.
• Analyze PVD311 data to identify trends, service gaps, or recurring issues and report findings daily to the Deputy Director.
• Keep the MCCS Deputy Director informed of service request trends so that appropriate action can be taken.
• Maintain and communicate up-to-date information about City initiatives, programs, and events to residents.
• Process and assign service requests to the appropriate city departments to ensure timely and effective resolution.
• Serve as a liaison for constituents with city departments, agencies, and community partners to answer questions, respond to concerns, and maintain positive relationships.
• Represent the Mayor’s Office at community events and outreach opportunities in collaboration with other city departments.
• Proactively manage assigned caseloads and ensure all tasks are completed promptly and accurately.
• Prepare and present PVD311 information at outreach events and build relationships with community partners.
• Attend and participate in customer service training and contribute to the continuous improvement of service workflows.
• Normal working hours are 8:30 a.m. to 4:30 p.m., Monday through Friday, with occasional evening and weekend availability required for community meetings, events, and emergencies.
• Perform other duties as assigned.
Posting expires when position is filled.