Schaumburg, IL – Customer Service Center Representative; Information Technology part-time virtual

Job Summary

Customer Service Center Representative (Information Technology) part‑time virtual. Responsible for promptly answering inbound 311 calls in a courteous, timely, and efficient manner, serving as the primary point of contact for all inbound customer inquiries related to village services and activities. Also monitor, edit, and post social media content and respond to text messages. Work may include special tasks requiring specialized abilities.

Remote work‑from‑home with shift rotations 7 days a week, 365 days a year; shifts normally 4 hours, can be extended for emergencies or workload. Initial 12‑week training is conducted in person at the 311 Center before transitioning to remote work.

• Answer inbound calls in a high‑volume call center environment from residents, businesses, and visitors providing answers and information on a wide variety of village functions, services, and operations.
• Use computer, phone, and information systems to research answers to caller questions.
• Determine the appropriate response to each call, including creating support tickets, providing information, or transferring to other village departments.
• Enter electronic customer service requests for callers and monitor and route those submitted through the village website.
• Triage inbound calls to determine whether the request is an emergency; transfer emergency calls to emergency dispatch as needed quickly and accurately.
• Monitor incoming inquiries on the village’s text line.
• Monitor and edit all emergency social media postings as directed by department supervisors.
• Remain current on the village’s staffing, activities, policies, and services.
• Perform other duties as assigned.

• Education equivalent to a high school diploma.
• Minimum one year experience in an office setting with customer service and heavy phone usage.
• Typing skills of a minimum of 25 words per minute on a computer keyboard.
• At‑home high‑speed internet connection capable of supporting job‑specific requirements.
• Proficiency with current computer technology, job‑specific software, and customer service systems.

Starting salary range: $18.75 – $20.90 per hour for up to 19 hours per week. Salary may vary up to $27.34 depending on qualifications. Position is represented by a union; see the AFSCME collective bargaining agreement on the village website.

Part‑time employees are not eligible for benefits.

The Village of Schaumburg is an Equal Opportunity Employer. Individuals requesting reasonable accommodations under the Americans with Disabilities Act to complete the application process should contact the Human Resources Department at 847‑923‑3900.