Constituent Service Representative

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

The Philadelphia City Council is the legislative body of the City of Philadelphia, responsible for enacting laws, approving the city’s budget, and providing oversight of municipal operations. Councilmembers represent districts and the city at large, working to address the needs and concerns of residents, improve public services, and promote equity and opportunity across Philadelphia’s neighborhoods. City Council offices serve as direct links between constituents and City government, offering assistance, advocating for local issues, and fostering civic engagement.

Position Summary

The Constituent Services Representative serves as a liaison between the Councilmember’s Office and the community, providing direct assistance to residents navigating City services. This role is responsible for handling constituent inquiries, tracking service issues, supporting community engagement, and ensuring responsive and professional communication between the office and the public. The Representative is expected to manage incoming inquiries, perform essential administrative tasks, assist with event planning, and help maintain positive relationships with both constituents and City staff.

Essential Functions

• Respond to incoming phone calls and greet constituents in person and virtually with professionalism and care.
• Work directly with constituents to resolve City-related issues in a timely and effective manner.
• Serve as a liaison between constituents and City departments, facilitating solutions and follow-up.
• Maintain accurate and up-to-date records of constituent interactions using the online tracking system.
• Assist in planning and supporting Councilmember-sponsored events, including community meetings, resource fairs, and special initiatives.
• Attend community meetings and events as a representative of the Councilmember’s Office, occasionally outside of standard business hours.
• Perform administrative duties such as data entry, and correspondence
• Maintain a collaborative and respectful relationship with the Councilmember, fellow staff, and members of the community.
• Other duties as assigned to support the work of the office.

Competencies, Knowledge, Skills and Abilities

Knowledge of:

• City government operations, services, and organizational structure (or the ability to quickly learn).
• Common constituent concerns and how they relate to public services such as sanitation, public safety, housing, and utilities.
• Office practices, procedures, and equipment.
• Community-based organizations and resources within the Council District (preferred).
• Must be organized and familiar with Microsoft Office programs and online database systems

Skill in:

• Communicating clearly, professionally, and empathetically—both verbally and in writing.
• Providing high-quality, responsive customer service to individuals from diverse backgrounds.
• Managing multiple priorities and following through on assignments with attention to detail.
• Using office software and technology, including Microsoft Office Suite (Word, Excel, Outlook), Google calendar, and online case tracking systems.

Ability to:

• Work independently, exercise sound judgment, and maintain confidentiality.
• Build and maintain positive, respectful relationships with constituents, coworkers, and representatives from City departments.
• Resolve problems with patience and professionalism, often under pressure or with limited information.
• Represent the Council Member and the office with integrity and professionalism at public events and meetings.
• Adapt to changing circumstances and respond to new challenges as they arise.
• Attend occasional evening and weekend events or meetings as needed.

• Ability to exercise diplomacy, tact and judgement when interacting with a wide range of individuals in a friendly, personable manner

High School Diploma or equivalent

At least two years of experience providing assistance to individual in a social service or government setting.

Knowledge of Spanish or another language is a plus.

TO APPLY: Interested candidates must submit a cover letter and resume.

Salary: $32,000 

Discover the Perks of Being a City of Philadelphia Employee:

• Transportation: City employees get unlimited FREE public transportation all year long through SEPTA’s Key Advantage program. Employees can ride on SEPTA buses, subways, trolleys, and regional rail for their daily commute and more.
• Parental Benefits: The City offers its employees 8 weeks of paid parental leave.
• We offer Comprehensive health coverage for employees and their eligible dependents.
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available
• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that  are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected].

For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx