Citizen Support Specialist

Job Description

Job Description

We are looking for a Citizen Support Specialist to join a city service team in Cleveland, Ohio. This onsite role is a contract opportunity with the potential to become permanent for someone who enjoys helping the public, managing a high volume of inquiries, and providing clear guidance across city programs and services. The ideal candidate brings strong communication skills, careful attention to detail, and the ability to remain focused and accurate in fast-paced customer interactions.

Responsibilities:
• Respond to a high volume of inbound resident calls each day and deliver courteous, solution-focused support.
• Record, update, and monitor service requests within the city’s customer relationship management system with a high level of accuracy.
• Provide residents with dependable information about municipal services, public programs, community events, and city facilities by using approved reference tools and knowledge resources.
• Follow established call handling procedures to resolve inquiries directly or direct them to the appropriate department when further action is needed.
• Assist callers with property and location-related questions by using internal lookup tools, mapping resources, and related city systems.
• Support communication with residents who have limited English proficiency by accessing translation services when appropriate.
• Maintain confidentiality and precise documentation throughout every interaction and data entry task.
• Contribute to consistent service delivery by adhering to scripted guidance, workflow expectations, and quality standards in a structured call center environment.• Previous experience in customer service, call center support, or other high-volume public-facing roles.
• Ability to manage frequent inbound calls while entering detailed and accurate information in real time.
• Strong verbal communication, active listening, and written documentation skills.
• Working knowledge of Microsoft Office applications and the ability to learn internal systems and online research tools quickly.
• Typing speed of at least 25 words per minute, with 30 words per minute preferred.
• Comfort assisting individuals who may be frustrated, stressed, or in need of additional communication support.
• Bilingual Spanish skills are welcomed and considered a plus.
• Availability to work onsite in Cleveland, Ohio in appropriate business attire.