Customer Service Representative

We are looking for a Customer Service Representative to support outreach and customer assistance efforts for residents in Pasadena, California. This is a Contract position focused on connecting with the public, answering questions related to emergency readiness, and delivering clear, helpful guidance with professionalism and empathy. The ideal candidate is comfortable handling a high volume of inbound and outbound communication, documenting interactions carefully, and following established service procedures.

Responsibilities:

• Place outbound calls to residents to share emergency preparedness information and offer support when assistance is needed.
• Address incoming questions with accurate, easy-to-understand guidance related to disaster readiness, response procedures, and available resources.
• Record call details, customer concerns, and outcomes thoroughly in the appropriate database to ensure complete and reliable documentation.
• Follow approved workflows, scripts, and service standards to manage each interaction consistently and professionally.
• Take part in training sessions and team updates to remain current on messaging, call handling expectations, and service best practices.
• Manage a steady volume of inbound and outbound calls while maintaining a courteous and solutions-focused approach.
• Support related administrative tasks such as data entry, email follow-up, and appointment coordination when required.