311 Call Center Representative

Position Summary

The 311 Response Center leads customer service for the City of Pittsburgh related to all non-emergency service requests for all City departments. The ideal candidate will love talking to people from all walks of life and take pride in providing compassionate customer service.

Responsibilities

• Serves as an ambassador for the City's vision for safe neighborhoods, welcoming communities, and thriving people.
• Serves as a liaison between the public and all City departments.
• Answers calls and enters data related to service requests in City's Customer Relationship Management (CRM) system.
• Performs data entry, retrieval, queries, and searches to maintain accurate records in the City's CRM system and provide records to other department staff as requested.
• Intakes, processes, and assists as needed with follow-up on service requests received through other communications channels, such as text messages, email, social media, chats, etc.
• Utilizes Microsoft Teams chat and Microsoft Outlook email for training, meetings, daily reporting to 311 Managers, and daily collaboration with other 311 Call Center Representatives.
• Maintains professionalism and compassion during calls with constituents who are experiencing elevated stress levels and come from a variety of cultural and linguistic backgrounds.
• Serves as an ambassador for all city departments by sharing information about their services and resources to callers.
• Identifies and escalates urgent or delayed requests for service to 311 Assistant Manager and 311 Manager, as needed.
• Refers customers to outside agencies and service providers as needed.
• Distributes appropriate forms, applications and schedules to the public, as needed.
• Performs other related tasks and duties that are assigned or required.

Qualifications

• One (1) year of full-time experience in customer service in a call center environment that includes working directly with the public (less than full-time experience will be calculated on a pro-rated basis).
• A high school diploma or general equivalency.

Benefits

The City of Pittsburgh offers competitive benefits including health insurance, retirement plans, paid time off, and more. Details can be found in the full job description.

Pay

$47,250 per year.

Schedule

The 311 Call Center Representatives are currently working from home, but attend quarterly training and staff development activities in person at the City-County Building in Downtown Pittsburgh.