Town Chat Representative

Town of Englewood, Tennessee Job Title: Town Chat Representative (Remote / Work From Home) Department: Public Information Reports To: Customer Service Manager Location: Remote; occasional attendance at Town Hall or public meetings may be required Purpose of the Role The Town Chat Representative serves as a frontline virtual contact point between town residents, businesses, and the municipal staff. This role is responsible for handling online chats, inquiries, and digital communication to provide information, solve issues, and ensure a positive, responsive experience with Town services.

Key Responsibilities

• Monitor and respond to incoming chat messages from residents via the town’s website or other official chat platforms during designated hours
• Provide accurate information about town services—utilities, permits, events, court schedules, public works, etc.
• Assist with digital customer support, including logging complaints or requests, routing them to the correct department, and following up as needed
• Document chat transcripts and maintain logs of common issues to help improve communication and service efficiency
• Identify patterns in queries to recommend updates to FAQs, website content, or public information materials
• Escalate technical issues or complex matters to supervisors or relevant departments
• Maintain professional, courteous, and clear communication at all times
• Adhere to all town policies, data privacy regulations, and confidentiality standards
• Participate in virtual training and occasional team meetings to stay informed about town policies, programs, and updates

Qualifications

Required:

• High school diploma or equivalent
• Excellent written communication skills (grammar, clarity, tone)
• Demonstrated experience with customer service or public-facing roles
• Comfortable using computers, chat platforms, and common office software (like email, spreadsheets, etc.)
• Strong problem-solving skills and ability to remain calm under pressure
• Reliable internet connection and quiet workspace for remote work

Preferred:

• Some experience in municipal government, utilities, or public works
• Familiarity with multiple communication channels (chat, email, possibly phone)
• Bilingual communication skills a plus (e.g., Spanish/English)
• Basic understanding of local government structure and common town services

Work Schedule & Environment

• Fully remote work, with a reliable home office setup
• Standard hours such as 9:00 AM to 5:00 PM local time, Monday through Friday, or a split schedule if required for extended hours or weekends—depending on town needs
• Must be available to cover “chat shifts” during published hours; flexibility may be required for high-volume periods (e.g., during announcements, emergencies)
• Use of town-approved digital tools and platforms for communication, documentation, and scheduling

Employment Classification & Compensation

• This role can be part-time or full-time, depending on budget and demand
• Hourly wage, commensurate with experience and local pay scales
• Payment frequency: bi-weekly (or as per town’s payroll policies)
• May include benefits such as paid sick leave, paid holidays, and training

Data Security & Confidentiality

• Must follow all local, state, and federal privacy laws when handling resident information
• Adhere to town policy on data protection, confidentiality, and record-keeping
• Required to sign a confidentiality agreement / non-disclosure where necessary

Application Process Interested candidates should submit:

• A resume highlighting relevant experience
• A cover letter or statement explaining why they are suited for remote customer-facing and digital communication work
• Optional: writing sample or chat transcript sample demonstrating writing clarity and style

Job Type: Part-time Pay: $23.60 - $28.43 per hour Expected hours: 10 – 40 per week Benefits:

• Health insurance
• On-the-job training
• Work from home

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