311 Customer Service Specialist

Orleans Parish Communication District•New Orleans, LA

1d•Onsite

About The Position

Reporting to the 311 Manager, the Customer Service Specialist is responsible for answering and processing inbound and outbound 311 calls from the public to ensure the efficient and effective delivery of 311 services for the Orleans Parish Communication District (OPCD). This position gathers, classifies, and supplements essential information from the caller and enters it into the QuickBase system. This work requires the ability to interpret written, oral, or diagrammatic instructions, and the ability to exercise independent judgment.

Requirements

High school diploma or G.E.D. equivalent
One (1) to two (2) years customer service or communications experience or any equivalent combination of related education and experience
Ability to perform detail-oriented tasks efficiently and accurately in a fast paced, high stress environment
Ability to speak and write articulately, clearly, and interact with the public and a diverse workgroup
Ability to continuously read and visually scan a minimum of three (3) computer monitors.
Ability to identify basic risks and liability implications
Ability to continuously scan information, concentrate and evaluate information while handling angry, difficult, hysterical, or uncooperative callers
Must be able to exercise good judgment and decision making under high stress conditions
Must be able to communicate effectively, both orally, with individuals and groups, and in writing
Successful completion and clearance of a criminal background investigation and drug screening
Must be able and willing to work all shifts, including weekends and holidays. You may be re-assigned at any time based upon the agency's need

Nice To Haves

One (1) year of experience working in state, parish/county, or municipal government
One (1) year of experience handling inbound/outbound calls at a customer service center
Able to exercise good judgment and decision making under high stress conditions

Responsibilities

Receives 311 calls from the public requesting city services, answers questions, and provides general information for various city services, forwards requests to city personnel when appropriate.
Performs multiple tasks simultaneously; takes appropriate action when presented with a routine call.
Maintains conversation with caller to obtain and verify pertinent information; identifies, through established protocols, the nature of the problem; summarizes the critical information from the caller and enters the information into the 311-system using correct grammar, spelling, and punctuation.
Fields customer questions and complaints, and when the issue is beyond the representative’s knowledge, forwards to the assigned supervisor or other appropriate staff.
Maintains knowledge of 311 services and complies with related policies and procedures.
Maintains citizens accounts and records of citizen interactions with details of inquiries, complaints, or comments.
Notifies appropriate personnel and/or supervisor of critical situations and problems with communications or computer equipment.
Attends training courses and sessions as offered and/or required by OPCD.
Transfers incoming calls when appropriate.
Maintains a formal and informal network of communications with other agencies on issues relating to 311.
Performs other duties as assigned.