Comm. Outreach - Call Center Representative

Community Outreach & Engagement Call Center Representative

Location: Township of Thornton Reports To: Community Engagement Supervisor or Department Director Employment Type: Part-Time | On-site

Position Summary

The Community Outreach & Engagement Call Center Representative serves as a first point of contact for residents calling into the Township of Thornton. This role is responsible for answering inquiries, providing information about township services, assisting with program registrations, and conducting outreach to ensure residents are aware of and connected to available resources. The representative plays a key role in creating a responsive, supportive, and informed experience for all callers.

Key Responsibilities

• Answer incoming phone calls promptly and professionally, providing accurate information about township services, programs, and events.
• Make outbound calls to residents for wellness checks, event reminders, program follow-ups, or outreach campaigns.
• Register residents for township events, services, and programs using designated software or intake forms.
• Assist with updating resident contact information and maintaining accurate call logs and records.
• Escalate urgent concerns or service requests to appropriate departments or supervisors.
• Collaborate with department staff to stay informed about program updates, service changes, or community initiatives.
• Support communication efforts during township-wide events or public announcements.
• Provide exceptional customer service with empathy, respect, and cultural sensitivity.

Qualifications

• High school diploma or equivalent required; some college or customer service training preferred.
• 12 years of experience in a call center, customer service, or community outreach role.
• Excellent verbal communication skills and phone etiquette.
• Basic computer proficiency and ability to learn call logging or scheduling software.
• Strong organizational skills and attention to detail.
• Friendly, calm, and helpful demeanor, especially when working with seniors or residents in need.
• Bilingual skills a plus (Spanish or other languages commonly spoken in the community).

Work Environment

• Primarily office-based in a professional, team-oriented setting.
• May include occasional support at public events or outreach drives.
• Requires regular phone use, data entry, and interaction with township residents.