311 Call Center Representative

City of Pittsburgh•Pittsburgh, PA

7h•Hybrid

About The Position

Situated in the Office of Innovation and Performance, the 311 Response Center leads customer service for the City of Pittsburgh related to all non-emergency service requests for all City departments. In 2025, the team processed over 100,000 service requests received by phone, online submissions, emails, and social media. The 311 Response Center seeks an energetic 311 Call Center Representative who shares our vision of the City as a customer-service operation. The ideal candidate will love talking to people from all walks of life. They will take pride in consistently providing compassionate customer service on hundreds of calls each week about quality-of-life issues related to public safety, housing, infrastructure, recreation, and cleanliness. 311 Call Center Representatives are currently working from home, but attend quarterly training and staff development activities in person at the City-County Building in Downtown Pittsburgh. Reporting to the 311 Assistant Manager, the Call Center Representative will perform the following duties and will work in accordance with the established policies and goals.

Requirements

Must submit or show proof of all the following at the time of application (unless otherwise indicated below), or your application will be disqualified.
Applicants must submit a complete application, including education, work experience, a resume (if applicable), and completed supplemental questions.
Applicants must be or become residents of the City of Pittsburgh prior to employment and remain a resident throughout employment.
The background investigation includes, but is not limited to, criminal background, driver's license, and City of Pittsburgh real estate tax payments.
Candidates may be disqualified from consideration based on the results of their background investigation, as it relates to the job for which the applicant is being considered.
One (1) year of full-time experience in customer service in a call center environment that includes working directly with the public. (Less than full-time experience will be calculated on a pro-rated basis.)
High school diploma or general equivalency.
Typing at least 35 net words per minute to pass the performance examination.
Pass the audio/written examination.

Responsibilities

Serves as an ambassador for the City's vision for safe neighborhoods, welcoming communities, and thriving people.
Serves as a liaison between the public and all City departments.
Answers calls and enters data related to service requests in City's Customer Relationship Management (CRM) system.
Performs data entry, retrieval, queries, and searches to maintain accurate records in the City's CRM system and provide records to other department staff as requested.
Intakes, processes, and assists as needed with follow-up on service requests received through other communications channels, such as text messages, email, social media, chats, etc.
Utilizes Microsoft Teams chat and Microsoft Outlook email for training, meetings, daily reporting to 311 Managers, and daily collaboration with other 311 Call Center Representatives.
Requests information from constituents to best understand and documents their concerns in a patient, objective, and sensitive manner.
Maintains professionalism and compassion during calls with constituents who are experiencing elevated stress levels and come from a variety of cultural and linguistic backgrounds.
Serves as an ambassador for all city departments by sharing information about their services and resources to callers.
Identifies and escalates urgent or delayed requests for service to 311 Assistant Manager and 311 Manager, as needed.
Refers customers to outside agencies and service providers as needed.
Distributes appropriate forms, applications and schedules to the public, as needed.
Performs other related tasks and duties that are assigned or required.