Customer Service Technician - Durham OneCall

Customer Service Technician - Durham OneCall

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Customer Service Technician - Durham OneCall

Salary

$43,977.00 - $68,201.00 Annually

Location

101 City Hall Plaza, Durham, NC

Job Type

Full time with benefits

Job Number

26-05977

Department

City Manager

Opening Date

06/11/2026

Closing Date

6/25/2026 11:59 PM Eastern

• Description

• Benefits

• Questions

Position Description

Work, Serve, Thrive. With the City of Durham

Advance in your career while making a real difference in the community you serve.

Hiring Range: $21.14 - $22.00 hr.

Hours: 8:00 am - 5:00 pm

All candidates are asked to please include a resume that you can attach in the application.

Our highly motivated, service-oriented City Manager’s Office ( Durham One-Call staff provides excellent customer service to our residents. Our group works in a dynamic, fast-paced environment in which staff regularly engage with the public to ensure our community is well-served. We foster a culture of service and encourage professional development and growth for staff. If challenging, meaningful work excites you, join our team in Durham!

This position is devoted to providing seamless enterprise-wide customer service, and complaint resolution including coordination, tracking and follow up. Perform standardized work following prescribed procedures and instructions. There is an established and specified routine to be followed and decision-making is limited with minimal consequence on overall operations.

Responsible for providing customer assistance by responding to routine questions or referring more complex questions to senior staff; preparing daily reports; entering data; creating customer service requests; responding to phone calls, on-line and face-to-face requests; processing service/work order requests and monitoring for completion; maintaining files; and escalating more complex issues to senior level staff, as assigned.

Duties/Responsibilities

• Provides customer service to the public and other internal and external parties; responds to routine questions in person, via phone or online; creates customer service requests and accounts; researches and provides standard information; routes callers and directs visitors to appropriate personnel, departments, or agencies; and escalates more complex issues to senior-level staff.

• Prepares, maintains, and/or processes routine reports, records, files, applications, work orders, and other documents and correspondence; enters and updates data; reviews, proofs and corrects information for accuracy and completeness.

• Processes service/work order requests and payments, and monitors work orders for completion.

• May provide bilingual support services to assist the public and/or other internal and external parties.

Minimum Qualifications & Experience

• High School Diploma or GED,

• Two years of related customer service experience

Additional Preferred Skills

• Bi-Lingual (Fluent in English/Spanish) is a plus

• Previous experience handling a high volume of calls

• Proficiency in MS Office applications (such as Word, Outlook, Excel, Teams..etc.)

Benefits – General Full-Time Employees

• 12-13 paid holidays per year

• 13 standard work days of vacation per year

• 13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement

• 2 weeks paid military leave per year

• Medical, dental, vision, and supplemental life insurance plans

• State and City retirement plans

• Short and long term disability plans

• Paid temporary disability leave for specified conditions

• City contribution of 13.6% into the N.C. State Retirement System

• Paid funeral leave

• Employee Assistance Program - personal and family counseling

• Paid life insurance equal to annual salary

• 48 hours for volunteer work each year*

• 4 hours parental leave each year

• Workman's Compensation Insurance

• 457 Deferred Compensation Plans

Benefits - Part-Time (1,000 hours or more per year)

• 401(k) retirement plan (5.0% of salary)

• State retirement plan

Benefits Part-Time (Average 30 hours per week over 12 month period)

• 401(k) retirement plan (5.0% of salary)

• State retirement plan effective first day of the month following date of hire

• Health insurance effective first day of the month following date of hire

• Dental and life insurance, after one year of service

• Pro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service

01

Where did you first hear about this opportunity?

• City of Durham Website

• Walk in

• Job fair

• Employee referral

• Professional organization Please list the organization in "other" box below

• Internet posting Please list the specific web site in the "other" box below

• Craig's List

• Facebook

• LinkedIn

• GlassDoor

• governmentjobs.com

• Monster.com

• Indeed.com

• Employment Security Commission

• Magazine/Newspaper

• Other

02

If you listed "other" above please give specific web site, organization, or publication.

03

Are you able to work fulltime in the office?

• Yes

• No

04

Are you bi-lingual and proficient in the Spanish language (speak, read, and write)?

• Yes

• No

05

Please select your highest level of COMPLETED education.

• Less than a High School Diploma or Equivalent (GED, HiSET, TASC)

• High School Diploma or Equivalent (GED, HiSET, TASC)

• Associates Degree

• Bachelor's Degree

• Master's Degree

• PhD or Juris Doctorate

06

How many years of telephone and face-to-face customer service experience do you have?

• No related experience

• Less than 1 year of related experience

• 1 year but less than 2 years related experience

• 2 years but less than 6 years related experience

• 6 or more years related experience

07

How many years of experience do you have in a high volume call/contact center environment?

• No related experience

• Less than 1 year of related experience

• 1 year but less than 3 years related experience

• 3 years but less than 5 years related experience

• 5 or more years related experience

08

What volume of daily customer interactions/calls have you previously had experience handling?

• No experience handling customer calls

• Less than 10 calls per day

• Between 10 and 40 calls per day

• Between 40 and 70 calls per day

• Between 70 and 100 calls per day

• More than 100 calls per day

09

Do you have any experience logging customer service requests into an automated system?

• Yes

• No

10

How would you rate your experience level with MS Office applications such as Outlook, Teams, Word, and PowerPoint?

• No experience

• Beginner level

• Intermediate level

• Advanced level

• Expert level

11

How would you rate your experience level with MS Excel?

• No experience

• Beginner level

• Intermediate level

• Advanced level

• Expert level

12

Describe your experience working in an office environment.

13

What is your preferred work environment?

14

Describe your use of complex telephone systems? (such as Cisco Finesse) If no experience please respond N/A.

15

Do you have any training or experience with Conflict Resolution or Conflict Management?

• Yes

• No

16

Please briefly describe an experience with a difficult/challenging customer, how you worked with the customer, and what the outcome was: If no experience, please put N/A

17

Please list any Customer Service training you have had: If no customer service training, please put N/A

Required Question