Customer Service Representative

Town of Swampscott – Job Opportunity
Position Title: Customer Service Representative
Department: Customer Service (Treasurer/Collector’s Office)
Union: AFSCME 2610 Clerical
Reports To: Customer Service Supervisor
FLSA Status: Non-Exempt
Starting Pay: $24.04 per hour and after 6 months Pay: $25.41 per hour
Schedule: 34 hours/week
Benefits Eligible: Yes
Application: Please email resumes to [email protected]

Position Summary

The Customer Service Representative provides direct assistance to residents and businesses of the Town of Swampscott, maintaining a reputation for professionalism, accuracy, and efficiency. This position is part of the Treasurer/Collector’s Office and handles a variety of daily inquiries and transactions related primarily to tax and utility collections, but also including parking and trash services. The role requires strong customer service skills, accuracy in cash-handling, and the ability to work collaboratively with other town departments.

Essential Functions

• Provide prompt, professional assistance to residents and businesses, resolving routine and semi-complex questions or concerns.
• Accurately process payments (cash, check, online, lockbox, and deputy collector) and maintain account records.
• Maintain accurate customer information across multiple systems.
• Sort and route incoming mail; review and log returned mail.
• Issue resident recreation parking passes, parking permits, overflow trash bags, and bulk item stickers.
• Schedule pickups for the Town’s Mattress Recycling program.
• Maintain various logs, lists, and records.
• Provide administrative support to other departments as needed.
• Perform similar or related duties as required.

Minimum Qualifications

Education & Experience:

• High school diploma required; Associate degree in business or related field preferred.
• Minimum of three (3) years of relevant customer service experience required.
• Experience in municipal or banking settings preferred.
• Cash-handling experience required.

Knowledge, Skills & Abilities:

• Knowledge of Microsoft Office (Word, Excel, Outlook) and ability to learn financial software.
• Strong organizational, communication, and customer service skills.
• Ability to work effectively with the public, departments, and officials.
• Ability to multitask in a fast-paced environment with frequent interruptions.
• Skill in handling and balancing cash and checks.

Physical & Mental Requirements

• Regular desk work; frequent communication with residents and staff.
• Frequent movement within office; ability to lift/move up to 10 pounds.
• Prolonged computer use required.
• Application of basic motor skills (typing, filing, sorting).
• Frequent reading of documents, reports, and computer screens.

Work Environment

• Typical office setting; moderate noise and frequent interruptions.
• Frequent interaction with the public, other town departments, and outside agencies.
• Errors could result in delays, fines, or disruption of services.

Note: This job description does not constitute an employment agreement and is subject to change as the needs of the Town evolve.

Pay: From $24.04 per hour

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person