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Citizen Services Advocate I - PFT

Company: City of Hampton, VA
Location: Hampton
Posted on: June 12, 2021

Job Description:


Citizen Services Advocates acts as a liaison between internal/external City customers and City departments. Supports the 311 Contact Center's mission to provide customers with easy access to nonemergency City information and services, in a manner that is excellent in quality and builds trust in our City government.

Examples of Work

  • Receives incoming calls for City of Hampton information and service.
  • Completes citizens' requests submitted via email, mobile app, online web form, text messaging, and chat sessions. Reviews all entries for accuracy.
  • Responds to customer phone and electronic inquiries in a prompt, courteous and concise manner.
  • Analyzes customers' needs and determines the most effective method of achieving customer delight.
  • Provides proactive support to a variety of internal and external customers concerning a broad base of city issues, projects, services, and customer concerns.
  • Researches and resolves customer inquiries using a variety of computer software, to include an automated computer tracking system and Microsoft Office software.
  • Types detailed and accurate information, while also maintaining clear and organized records.
  • Assists with standard and routine contact center duties, such as database updates, survey transcriptions, special projects, committee responsibilities, or other related tasks.
  • Partners with other City departments to resolve customer complaints and follows up with responsible parties.
  • Fosters effective relationships with internal and external customers.
  • Collects citizen feedback through customer service surveys.
  • Demonstrates regular and punctual attendance.
  • Performs other related duties as required.


High school diploma or successful completion of a GED; some college coursework is highly desirable. Requires one (1) year of experience in customer service to include direct customer contact, problem identification and resolution. Requires ability to efficiently use a personal computer and other office equipment to complete tasks. A working knowledge of Microsoft Office software preferred. A skills-based assessment will be required.

Effective oral and written communication is essential, including the ability to speak clearly and precisely. Must demonstrate ownership of each customer's request and say "no" when necessary with empathy and explanation as required. Must be a self-starter, flexible, tactful, persistent, a good problem solver, and able to see the big picture while focusing on individual customer needs. Requires independent judgment, attention to detail and good follow through skills.

Must successfully pass pre-employment testing for alcohol and controlled substances. Must successfully pass a background check related to this position.


Performs duties under the general supervision of the 311 Contact Center Supervisor or designee. Requires the ability to work a flexible schedule to include working days, evenings, weekends, and some holidays. May require working beyond a standard 40-hour work week. Requires extensive contact with the general public and other City employees. This position is considered essential personnel for purposes of crisis management to include being "on call" or responding to emergency situations during inclement weather and/or other job-related conditions. This position is non-exempt.

Keywords: City of Hampton, VA, Hampton , Citizen Services Advocate I - PFT, Other , Hampton, Virginia

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