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Clarity Partners, LLC Customer Service Associate - DoIT in Chicago, Illinois

Position Summary:

Clarity Partners is seeking an experienced and competent Customer Service Associate with a demonstrated understanding of service center support processes and procedures. The Customer Service Associate role is responsible for analyzing and responding to queries in the City of Chicago's Department of Innovation and Technology (DoIT) Service Center. The Customer Service Associate will serve as the first point of contact for customers seeking assistance over the phone or through email. The individual will be responsible for high quality customer support as well as call center best practice techniques. They must have good service knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

Responsibilities:

  • Serve as the first point of contact for customers seeking assistance over the phone or email

  • Identify and determine the best solution based on the issue and details provided by customers

  • Walk the customer through billing types, charges and rates

  • Direct unresolved/out of scope issues to the next level of support personnel/ the proper department

  • Provide accurate information on billing types, charges, rates and municipal requirements

  • Notate events and problems and their resolution

Qualifications and Requirements:

  • Proven experience as a customer service agent and/or other call center customer support role

  • Intermediate to advance computer skills

  • Strong attention to detail, time management and organizational skills

  • Ability to perform general office duties

  • Must have a great sense of time management

  • Ability to retain a wealth of information to provide to customers

  • Ability to diagnose and resolve basic customer concerns

  • Proficiency in English

  • Excellent communication skills

  • Solid phone and customer service etiquette

  • Customer-oriented and cool-tempered

  • Candidates must have a computer and access to highspeed internet that meet the below requirements

Schedule:

  • Monday through Friday 8 AM - 5 PM

Compensation:

  • Starting $14.50

  • A comprehensive benefits package offering

Location:

  • Downtown Chicago

Desktop/Laptop Requirements:

  • Microsoft Windows 7 or higher (ChromeOS, Linux, or MacOS not accepted)

  • 4 GB of RAM

  • Storage Space: 60 GB of hard drive storage or higher. Solid State Drive preferred

  • Mouse and Keyboard

  • Intel Core processor i3 and higher or AMD FX 6xxx and higher (or equivalent) preferred

  • USB Headset preferred

  • Unit must contain Anti-Virus Protection (Norton, McAfee, Kaspersky, Avast, etc.) Windows 10 comes with built-in anti-virus software (Windows Defender).

Internet Requirements:

  • Cable or DSL internet required for telecommute (minimum speeds up to 25 Mbps).

  • Internet Explorer 11

  • Ethernet cat 5e connection or higher strongly preferred

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