Constituent Service Representative

Company Description

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.

Job Description

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 professi