Community Guide to the Contact Center

The municipality of Falun has improved accessibility and service for the residents of Falun by creating "a way in" through our contact center. We are now looking for dedicated, communicative, and service-oriented problem solvers to join our team!

Our departments have vastly different tasks: we provide education and elderly care, prepare infrastructure and issue building permits, integrate newcomers, and lend books. Our operations affect all residents of Falun, and all residents concern us. Our purpose is to make the municipality more accessible for residents, visitors, and businesses. We simplify for the residents by ensuring they can always turn to the contact center with their questions. The tasks at the contact center are shaped and developed as more responsibilities, currently handled by the departments, become the contact center's assignments.

Job Responsibilities

As a community guide in the contact center, your task is to guide and assist people in every contact. This means you will constantly have many contacts and receive questions of various kinds every day. The majority of contacts occur via phone, but also through email, web, and social media, as well as those visiting the contact center's Front Office (visitor location). As a community guide, you will receive continuous individual coaching for skill enhancement in our customer dialogue.

You will come to a fast-paced workplace where you alternate between tasks with clear routines and face situations that require initiative and creativity. The common denominator in everything you do is to focus on the residents, and your main task is to help them together with other members of our team.

For us, everyone is an important cog in our team of service professionals, and together we want to be perceived as competent, accommodating, and easy to collaborate with - all to contribute to a contact center to be proud of.

Qualifications

The following is required for the role:

• Completed secondary education and/or commenced post-secondary studies with a focus that the employer deems relevant for the position, such as social sciences, behavioral sciences, or media and communication
• Documented relevant experience in customer relations and/or customer service/support work to a degree deemed sufficient by the employer
• IT proficiency and good experience working with multiple channels/IT systems simultaneously
• Good ability to communicate in Swedish and English, both orally and in writing

Personal Attributes

We are looking for someone with genuine commitment and interest in working with customer service at our Contact Center. It is important for us that you meet others in an open and curious manner and thrive in a role where you have the opportunity to provide our residents with the best service every day. As a community guide, you will communicate with customers while seeking information, which requires a systematic approach and a good ability to handle multiple tasks simultaneously. To succeed in the role, it is therefore important that you are flexible and skilled at guiding and assisting others in a pedagogical and clear manner.

Furthermore, we see that you are solution-oriented and have a good ability to collaborate with both customers and colleagues. Here, the team comes before the individual is a motto! Finally, it is important that you thrive in an environment with varied tasks where a fast pace, development, and change are given elements of your workday.

We place special emphasis on personal suitability.

Desirable Qualifications

• Additional language skills beyond Swedish and English
• Experience working in case management systems
• Experience participating in teamwork

Employment Conditions

The recruitment concerns a permanent full-time position and a summer temporary position for the summer of 2025. Start date by agreement.

The positions will be filled subject to the necessary decisions being made.

Please attach educational certificates to your application as these will be requested if you are considered for the position. Alternatively, certificates can be provided during the interview.

Other

When you submit your application, you will be required to answer selection questions based on the requirements for the position. Your answers are an important part of the initial selection, so make sure to respond thoroughly and clearly. In your application, you should attach your CV, but you should not submit a personal letter – the selection questions replace this.

The municipality of Falun uses competency-based recruitment methodology. To ensure an inclusive and fair recruitment process, we will use psychological tests as part of the selection method in this recruitment. Work samples may also be applied.

In preparation for this recruitment, we have made decisions regarding recruitment channels and therefore kindly decline further offers of competency mediation, advertising, and recruitment assistance. We only accept applications via our recruitment system in accordance with GDPR. If you have problems submitting your application, please contact rekryteringscenter@falun.se (mailto:rekryteringscenter@falun.se)