311 Call Center Specialist (Communications, Information & Technology)
About The Position
This is a highly specialized position in advanced customer service work assisting callers with general and specific information/service requiring an intake process, needs assessment, and identifying required action to assist the public while providing support to Miami-Dade County departments and other governmental agencies. In this classification, employees are responsible for prompt, accurate, and effective delivery of information and services to the general public, as well as the ability to conscientiously respond to requests for assistance with government and municipal services and perform in the capacity of first contact in the event of an emergency or disaster situation. Responsibilities include the thorough investigation of citizen requests for service, in addition to facilitating and coordinating multi-jurisdictional public and private service delivery. All work is performed in accordance with the prescribed procedures and departmental regulations. However, independent judgment is a necessity, as it enables the proper handling of service requests and the coordination and resolution of complaints through the appropriate departmental entities.
Requirements
- High School diploma or GED
- Three years of clerical experience in public contact, handling complaints, or providing citizen information or referral services are required
- Completion of college coursework may substitute for the required work experience on a year-for-year basis
Nice To Haves
- Bilingual preferred
Responsibilities
- Assisting callers with general and specific information/service
- Intake process
- Needs assessment
- Identifying required action to assist the public
- Providing support to Miami-Dade County departments and other governmental agencies
- Prompt, accurate, and effective delivery of information and services to the general public
- Conscientiously respond to requests for assistance with government and municipal services
- Perform in the capacity of first contact in the event of an emergency or disaster situation
- Thorough investigation of citizen requests for service
- Facilitating and coordinating multi-jurisdictional public and private service delivery
- Coordination and resolution of complaints through the appropriate departmental entities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Administration of Environmental Quality Programs
Education Level
High school or GED
