311 Constituent Services Representative

City of Hartford•Ct 06103, CT

8d•Onsite

About The Position

The 311 Constituent Services Representative works in the 311 Division within the Department of Public Works under general supervision. The role receives and evaluates calls from the public and City employees seeking information or non-emergency services, determines the nature of each call, and records information in a Customer Relationship Management (CRM) system. The representative asks callers questions to gather the information needed for an appropriate response, routes information to the relevant City departments or service providers, and follows up to resolve issues to the caller’s satisfaction. The position uses multiple computer systems and online databases to answer inquiries, research information, submit service requests, and document complaints or comments for investigation. The representative is expected to remain current on City issues and information. Work involves extensive telephone and public contact, computer use, and heavy data entry. The position is a 1716 union position with a 40-hour work week. Additional related duties may be assigned.

Requirements

High school diploma or G.E.D.; a copy of the diploma or transcript must be attached to the application and will be verified.
One year of experience providing customer service.
Type at least 40 words per minute with accuracy.
Strong verbal communication skills and the ability to communicate effectively orally and in writing.
Ability to receive and handle complaints, actively listen, and request additional information.
Ability to interact positively with callers and work cooperatively with City employees and the public.
Ability to gather information from multiple sources and produce an accurate narrative containing key elements and facts.
Ability to multitask and adapt to a high-stress environment.
If selected, pass a physical examination administered by a City physician, drug and alcohol screening, and background check.
If appointed, serve a probationary period of 3–12 months.

Nice To Haves

Bilingual Spanish/English skills are preferred.
Hartford residency is preferred at the time of application.

Responsibilities

Receive and evaluate calls from members of the public and City employees requesting information or non-emergency services.
Determine the nature of each call and enter relevant information into a Customer Relationship Management (CRM) system.
Question callers professionally to obtain the information needed for a prompt and appropriate response.
Transmit information to appropriate City departments or service providers for attention and resolution.
Follow up on requests and resolve issues to the caller’s satisfaction.
Use multiple computer systems to handle inquiries, research answers, file service requests, and document complaints or comments for investigation.
Use online databases and resources to locate information for callers.
Stay current on issues and information affecting the City.
Perform additional related duties as required.