Customer Service Agent Trainee Multiple Vacancies (Communications & Customer Experience [CCX] Dept.) (Non-Civil Service)

City of Dallas, TX-posted 11 months ago

$19 - $20/Yr

Entry Level

Marilla, NY

5,001-10,000 employees

Executive, Legislative, and Other General Government Support

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The City of Dallas is seeking a 311 Customer Service Agent Trainee who will be responsible for assisting, supporting, and handling non-emergency communications and responses to residents requesting city services. This role involves interacting with residents, taking calls, and directing inquiries to field staff. The position offers an opportunity to train in a supportive environment while contributing to the community by providing excellent service to the residents of Dallas.

Supports call center operations and customer service activities; receives and responds to non-emergency calls from residents.
Learns to generate appropriate service requests and participates in the dispatching of appropriate crews and equipment.
Interacts, communicates, and assists residents requesting services; explains and interprets City policies and procedures.
Addresses service requests and concerns, and directs customers to necessary parties to resolve problems and provide assistance.
Provides follow up to resident requests; ensures field techs have been dispatched and situations have been resolved in a timely and effective manner.
Receives, prioritizes, and dispatches non-emergency service requests to City field staff.
Inputs and transmits call information entering incident data in system to ensure documentation of incident and transmittal to dispatcher for prompt response.
Interviews callers to obtain all necessary information to ensure an appropriate response to situation and document an accurate and complete report of the incident, situation, or service request.
Dispatches and processes non-emergency type of city service requests or concerns from residents.
Maintains numerous record logs for time, identification, and type of service provided.
Performs all other work as needed or assigned.