Customer Service Center Representative; Center) part-time virtual Job Schaumburg Illinois USA,Customer Service/HelpDesk

Position: Customer Service Center Representative (311 Center) part-time virtual
Career Opportunities:
Customer Service Center Representative (311 Center) part-time virtual (14206)

Requisition
14206
-Posted
10/13/2026

- Customer Service

NOW ACCEPTING APPLICATIONS FOR THE POSITION OF:

Customer Service Center Representative (311 Center) part-time virtual

This position is responsible for providing exceptional customer service by promptly and courteously answering all incoming 311 calls. As the primary point of contact for residents, the role handles inquiries and service requests related to all Village functions and activities.

Interviews will be conducted as applications are received. This position will remain open until filled.

JOB SUMMARY:

This position is responsible for promptly answering all incoming 311 calls in a courteous, timely, and efficient manner. This position acts as the primary point of contact for all inbound customer requests and inquiries on all village functions and activities. Additionally, will monitor, edit, and post social media content. Will monitor and respond to incoming text messages. Assignments may include special tasks which call upon specialized abilities and knowledge possessed by the employee.

Work assignments are general, and specific instructions are reviewed by a supervisor who reviews work methods and results through personal observations, discussions, computer systems, and tape-recorded conversations.

JOB DUTIES:

Answers 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.

Uses various computer, phone, and information systems to research answers to caller questions.

Determines the appropriate response to each call including creating support tickets, providing information, or transferring to other village departments.

Creates and enters electronic customer service requests for callers as well as monitors and routes those submitted through the village website.

Triages inbound calls to determine whether the request is an emergency. Transfers emergency calls to emergency dispatch as needed quickly and accurately.

Monitors incoming inquiries on the village’s text line.

Monitors and edits all emergency social media postings as directed by department supervisors.

Remain current on the village’s staffing, activities, policies, and services.

Performs other duties as assigned.

SCHEDULE: The part-time position is a remote work-from-home position that typically involves regular and irregular shift work, and day off rotations necessary to provide coverage 7 days a week, 365 days a year. Work shifts are normally 4 hours in duration but may be extended in the event of an emergency, disaster, personnel shortage, workload, or work-in-progress. The initial required training, of approximately 12 weeks, will be conducted in person at the 311 Center office before transitioning to remote work.

QUALIFICATIONS:

Education equivalent to a high school diploma.

A minimum of 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.

WORKING CONDITIONS/

PHYSICAL REQUIREMENTS:

This position works in a typical office setting.

Prolonged periods of concentration, proofreading, and extensive computer work.

Ability to cope with numerous interruptions.

Wear a headset for a minimum of 4 hours.

STARTING SALARY RANGE: $22.61 - $25.15 per hour working up to 19 hours per week. Salary dependent on qualifications. The salary range for this position is $22.61 - $32.78 .This position is represented by a union; you may refer to the AFSCME collective bargaining agreement available on our website.

BENEFITS:

Part-Time employees are not eligible for benefits.

ABOUT THE VILLAGE OF SCHAUMBURG: The village employs approximately 600 employees in 12 departments, including police, fire, engineering and public works, communications, community development, cultural services, economic development, finance, general government, human resources, information technology, and transportation. Our employees work to serve the residents and strive to make Schaumburg the best community it can be.

Our Core Values are the heart and soul of how we operate. Customer service, integrity, respect, teamwork, and trust are the values we dedicate…