311 Call Center Service Representative - GovernmentJobs.com : Job Details

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.

• 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.

• 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.

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

The following benefits are contingent upon hours worked and bargaining vs. non-bargaining agreements.

• Medical/Dental/Vision 75% City Subsidized All health insurance plans include Dental and Vision
• Retirement Available to employees working 20+ hours per week
• Paid Vacation Bargaining unit positions are subject to contractual obligations.
• Paid Holidays All City employees receive 11 paid holidays per year.
• Paid Sick Time Full time employees are immediately eligible to begin accruing 1 1/4 days per month which can be taken after 6 months of service. Unused sick days can be rolled over to subsequent calendar years.
• Paid Personal Days Use up to 3 of your accrued sick days as Personal days. Personal days cannot be rolled over into the next calendar year.
• Family Medical Leave Act (FMLA) A means for eligible employees to balance work and family responsibilities by taking unpaid leave for authorized reasons.
• Training On the job and instructor led courses available
• Employee Assistance Program Free, confidential and personal assistance to employees and their families to resolve issues that affect their personal lives as well as job performance.
• Direct Deposit Easy, convenient, and free!