The 311 Call Center Agent serves as a primary point of contact for Baltimore City residents, businesses, and visitors seeking non-emergency City services and information. This role is responsible for handling high-volume inbound calls, accurately documenting service requests, providing timely information, and ensuring a positive customer experience. Agents work in a fast-paced call center environment, using multiple systems to intake requests, route issues to the appropriate City departments, and provide status updates when needed. Success in this role requires strong communication skills, attention to detail, customer service excellence, and the ability to remain professional and empathetic when assisting diverse populations.