311 Call Center Service Representative

Position Purpose/Summary

Responsible for answering questions, providing information, and requesting services from City departments. Work is performed under the supervision of the 311 Call Center Director. No supervision is exercised over other employees.

Essential Functions

• Answers phone calls, listens to complaints or requests, takes down information, records each call, and determines what steps to take to resolve problem or fulfill request.
• Fulfills mail requests (abatement forms, copy of bills, recycling information, etc.).
• Faxes or emails requested information to appropriate department for special attention.
• Performs other related duties as needed.

Knowledge, Skills, And Abilities

• Ability to use basic computer software and Microsoft Office Suite.
• Ability to communicate on a professional level.
• Ability to quickly respond to initial customer inquiries/complaints and creatively troubleshoot customer service issues.
• Ability to keep accurate records and backup to enforce solutions to problems.
• Must be organized and able to multi-task

Basic Math Skills

• Basic math skills.

Education And Experience

• Bachelor's degree in related field.
• Two years of previous customer service/call center experience.
• Bilingual preferred.