311 Customer Service Agent

City of Sacramento•Sacramento, CA

2d•Hybrid

About The Position

Under general supervision, performs a variety of customer service duties in support of the 24/7 operations of the 311 Center, including responding to requests for information and service and dispatching calls for service; performs research and provides thorough and accurate information regarding City services, procedures, and resources; maintains logs of every transaction using multiple, independent software systems; and performs related work as required. This is the journey-level class in the 311 customer service series. Incumbents at this level are capable of performing the full range of call taking and dispatch support duties in support of the 311 Center. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. This class is distinguished from the 311 Customer Service Specialist in that the latter is responsible for more complex and higher-level technical customer service work, exercises a higher level of discretion and independent decision-making, and provides technical and functional direction to lower-level 311 support staff. With supervisor approval, incumbents may be eligible for intermittent remote work; however, they must physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice.

Requirements

Three years of customer service experience, including two years in a call center environment.
Possession of a High School diploma or G.E.D. equivalent.
Knowledge of principles, practices, and techniques for providing a high level of customer service by effectively dealing with the public and City staff.
Knowledge of modern call center practices, methods, and computer equipment and applications, including Customer Relationship Management (CRM) software and dispatch systems.
Knowledge of basic principles and practices of research and record keeping.
Knowledge of English usage, spelling, vocabulary, grammar, and punctuation.
Ability to take and process a high volume of customer service calls in a professional and efficient manner.
Ability to maintain composure under stress or high volume calls/demanding environment.
Ability to multi-task by handling a variety of calls, taking information from caller, entering data into appropriate software systems, and/or dispatching for service.
Ability to understand a customer's request/question, identify and research the correct response/action to address the issue, and communicate the response to the customer.
Ability to learn and understand the organization and operation of the City as necessary to assume assigned responsibilities.
Ability to learn, interpret, and apply administrative and various departmental policies and procedures.
Ability to maintain accurate record keeping and tracking systems.
Ability to organize own work, set priorities, and meet critical time deadlines.
Ability to operate call center equipment including computer equipment and specialized software applications programs.
Ability to use English effectively to communicate in person, over the telephone, and in writing.
Ability to use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
Ability to establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Nice To Haves

Intermittent remote work may be available with supervisor approval, requiring the incumbent to physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice.

Responsibilities

Receives and evaluates calls from internal and external customers requesting information on City services, procedures, activities, resources, and programs in support of the 311 Center operations; provides information and assistance in an efficient manner.
Assesses nature or urgency of the issue; determines and establishes priority of call; resolves the issue or escalates and/or transfers call to appropriate staff as necessary.
Identifies the type of service being requested by listening, asking relevant questions, evaluating information obtained, and determining City services available to successfully handle the request.
Creates or researches customer information in the Customer Relationship Management (CRM) system; records information on all customer inquiries or problems; provides updates on previously created cases.
Follows system and department-specific procedures to create service requests and work orders in specialized department software systems.
Conducts research using various City and public resources to provide customers with complete, accurate, and thorough answers to requests for information, inquiries, and/or problems.
Dispatches calls in accordance with established procedures and policies using a computerized dispatch system, including determining priority of calls and contacting and sending appropriate response unit.
Observes and complies with departmental policies and procedures, customer service quality standards, and compliance guidelines.
Participates in on-going training and cross-training opportunities; stays abreast of changes in the operation, policies, and procedures of City departments that affect services provided.
Works with Language Lines service to communicate with non-English speaking callers.
May respond to 311 email and web requests for information.