311 Service Representative

City of San Antonio•Tx 78235, TX

3d•Onsite

About The Position

Under general supervision, is responsible for direct customer service activities involving the handling and intake of multi-department requests and/or complaints regarding City services. Provides customers with as much information and direct service as possible without transferring the call to another person or department. Receives incoming non-emergency, public safety 311 calls. Working conditions are primarily in an office environment. Exercises no supervision.

Requirements

High school diploma or GED equivalent (recognized by the Texas Education Agency or a regional accrediting agency).
Two (2) years of experience dealing with the public servicing client/customer requests; Or one (1) year of experience dealing with the public servicing client/customer requests and completion of the SA: Ready to Work: Finance/Insurance or Professional Services/Other training program
Knowledge of basic telephone techniques and public relations.
Knowledge of customer service principles.
Ability to operate a computer keyboard and other basic office equipment.
Skill in utilizing a personal computer and associated software programs.
Ability to learn City departments, services, policies, and procedures.
Ability to assist irate citizens with tact.
Ability to respond to inquiries, complaints, and requests.
Ability to communicate clearly and effectively, verbally.
Ability to establish and maintain effective working relationships with City staff and the general public.

Nice To Haves

Bilingual in English/Spanish.

Responsibilities

Provides direct service to 311 non-emergency public safety calls regarding City services, functions, etc.
Provides direct intake for departments such as Housing & Neighborhood Services, Animal Care Services, Solid Waste Management and Public Works.
Provides information regarding all City departments.
Provides coverage for Emergency Operations Center (EOC) at the 311 EOC work station and may be required to work overtime during emergencies.
Provides information regarding activities conducted at City facilities.
Enters customer's call information into database for call-tracking and resolution reporting.
Provides customers with accurate information and explanation on planned course of action as a result of their call.
Follows-up on previous calls.
Maintains familiarity with changes in department programs and information.
Maintains efficiency in call-taker duties as assigned.
Provides timely and accurate information to departments as may be required.
Performs related duties and fulfills responsibilities as required.