NEOGOV · 4 months ago
Customer Service Technician (Part Time)
Durham, NC
Full-time, Part-time
Onsite
Entry Level
$16.90/hr - $21.14/hr
2+ years expThe City of Durham is seeking a Customer Service Technician to join their City Manager’s Office team. This role involves providing excellent customer service, handling inquiries across various communication platforms, and ensuring efficient complaint resolution for the community.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Respond promptly to customer questions and concerns across platforms like email, live chat, text, and social media
Address multiple conversations simultaneously, which is common in chat support
Troubleshoot and resolve issues related to products, services, or accounts using strong written communication skills
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
Document all customer interactions and solutions provided within a Customer Relationship Management (CRM) system or company database
Utilize records to research issues, provide informed assistance, and ensure proper follow-up
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
Analyze inquiries to identify and escalate complex issues to a higher level of support when necessary
Contribute to internal knowledge bases, such as company FAQ pages, based on common customer questions
Gather customer feedback to provide insights for improving products, services, or internal processes
Answer incoming calls with the same goal of providing accurate information and resolving problems
Shift communication styles to include verbal skills, focusing on a professional and empathetic tone
Keep accurate records of phone conversations within the same system used for digital communications
Processes service/work order requests, and monitors work orders for completion
May provide bilingual support services to assist the public and/or other internal and external parties
Qualification
Required
High School Diploma or GED
Two years of related customer service experience
Preferred
One or more years of non-verbal customer service transactions experience
Previous experience handling a high volume of calls
Proficiency in MS Office applications (such as Word, Outlook, Excel, Teams etc.)
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase