311 Service Representative I - EXAM
About The Position
Under general supervision, is responsible for responding to and processing non-emergency requests for City services, problem resolution, and/or general information. This role involves determining the nature of 311 calls, transferring emergency calls, operating a computer to input customer information, accessing a knowledge database, and initiating service requests for various City services. The representative will also provide citizens with reference numbers, advise on anticipated service dates, query databases for open requests, and assist the general public via phone, email, online forms, or at neighborhood events. Communication with individuals with limited English language skills may also be required.
Requirements
- Completion of the twelfth school grade
- One (1) year of experience in customer service or as a call center representative.
- Certificate of high school equivalence (GED) accepted in lieu of educational requirement.
- Successfully complete all phases of the testing process.
- Criminal background check.
- Pre-employment drug test.
Nice To Haves
- Microsoft Outlook 2021 proficiency
Responsibilities
- Determine the nature of 311 calls and transfer emergency calls to the designated department/division.
- Operate a computer to input information from customers and to access/update knowledge database and/or previous service requests.
- Determine types of actions needed to resolve requests and provide direct responses to non-emergency requests regarding City services.
- Initiate and forward service requests for City services (e.g., bulk refuse pickup, pothole repairs, street maintenance, missed trash collections, water leaks, snow removal) to proper departments/divisions.
- Provide citizens with reference numbers of service requests and work orders for follow-up status inquiries.
- Advise citizens of anticipated service and completion dates of their requests.
- Query database for open service requests.
- Escalate or redirect requests for additional action or close customer records, as appropriate.
- Assist the general public via phone calls, emails, online forms or at neighborhood events.
- Provide information regarding municipal or community services.
- Communicate with individuals with limited English language skills.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
