311 Call Center Representative

Job Title

The purpose of this classification is to collect and process public and in-house requests for information or actions that are received through the 311 Call Center.

Tasks include providing day-to-day customer service needs for new and existing customers, inputting work orders, dispatching city staff to customers as required and following up with customers to ensure that work orders were completed to their satisfaction while providing excellent customer service. The 311 Call Center provides citizens with a single point of contact for all non-emergency services that can be reported in person, electronically or by any other means of communication. Work is performed under the general supervision of the 311 Call Center Manager and / or City Clerk.

Essential Functions

The following duties are normal for this classification. The omission of specific duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Specific duties listed may not be required for all positions within this classification, but are determined by the normal requirements for the particular position.

Answers incoming requests in a friendly manner, responds to routine questions and takes complaints from the general public; inputs and / or logs information received into the call center's communications and computer equipment; directs requests to the appropriate department or agency for further action.

Performs follow-up on a variety of requests for information or public complaints; gives out information of a routine nature; refers inquiries to other sources as required; receives and answers minor operation problems for users.

Operates computer and telecommunication equipment; performs related routine clerical work; refers technical operation problems to appropriate personnel.

Provides proactive support to a variety of internal and external individuals concerning a broad base of city issues, projects, services, and customer concerns.

Assists with other Call Center duties, such as emergency operations, special projects, and training responsibilities or other similar tasks.

Must maintain specific knowledge of related computer software required to perform any role, function or task required for day-to-day operations relating to issuance of work orders and / or information requests.

Maintains a professional relationships and demeanor with all customers providing all services with courtesy and patience by gathering information, creating work orders, dispatching work to specific departments, responding to routine questions, taking and reporting complaints from the customer and contacting customers to ensure that work was completed.

Performs GIS mapping to ensure that all work orders clearly identify the exact location of the work order.

Reviews customer information with reference to existing customer service database to insure work orders do not exceed 90 days; contacting department representatives on delinquent work orders per proper policies and procedures.

Maintains working knowledge of all policies regarding the activities required for all city department's day-to-day operations. Must be familiar with all city department's times of operations, services performed, after hour procedures and contact persons for specific functions.

Attends community events and news events providing information about the City and 311.

Monitors all social media sites, local newspapers and local television stations for upcoming local events and issues that may directly impact customers on a daily basis.

Performs data entry functions by keying data into computer system; retrieves, reviews or modifies data in computer database; generates computerized reports.

Types and receives forms, memos, correspondence, payments, and documentation; processes, responds, copies / distributes, forwards, and maintains.

Receives, opens and distributes incoming mail; prepares outgoing mail.

Monitors and maintains extensive inventory of educational materials to insure stock is available for special events.

Monitors and orders office supplies, departmental forms, and other materials to ensure adequate inventory.

Initiates / receives transmission of messages and documents via facsimile machine and / or email.

Prepares departmental files; maintains computerized and hard-copy file systems of departmental records.

Fulfills customer service duties inside for walk-in traffic as well as at phone stations; performs activities associated with customer service functions; provides assistance and information related to departmental procedures, services, fees, forms, or other issues; responds to routine questions, complaints or requests for service; initiates problem resolution.

Answers the telephone; provides information and assistance; takes and relays messages and / or directs calls to appropriate personnel; returns calls as necessary; dispatches requests for service.

Refers to departmental operating procedures, administrative policies, regulations, standards, and / or reference manuals and other sources in performing assigned job duties.

Assists with special projects as assigned.

Must meet regular, as well as, emergency and special event attendance requirements as requested by the 311 Call Center Manager or City Clerk.

Receives and documents information and information updates; uses QAlert software / database to track histories as needed; uses whatever information customer provides to secure the correct data.

Prepares and / or processes a variety of reports, and other documentation associated with city work orders operations; maintains, forwards, distributes and / or takes other action as appropriate.

May perform duties of notary public as required.

Obtains and verifies information and inputs call information into computer for service requests / work orders; reviews, modifies, or corrects call information.

Performs multiple tasks simultaneously; takes appropriate action when presented with a call or a stressful situation; in all circumstances maintains composure especially in emergency situations.

Recommends and supports policies and procedures that guide and support the provision of quality services by the 311 Call Center.

Refers to department operating procedures, administrative policies and procedures, regulations and standards, reference manuals and sources in performing assigned job duties; attends meetings, seminars and training sessions to remain knowledgeable of departmental operations and to promote improved job performance.

Must use prescribed telephone etiquette and follow customer service procedures; must be courteous to citizens and employees.

Incorporates continuous quality improvement principles in daily activities.

Must be able to maintain good interpersonal relationships with staff, co-workers, managers, and citizens.

Must meet regular attendance requirements.

May be required to work on various shifts, overtime, weekends, holidays, and / or during declared emergencies.

Must accomplish the essential functions of the job, with or without reasonable accommodations, in a timely manner. Performs other related duties as required.

Minimum Qualifications

High school diploma or GED required; one year experience in communications, call center and / or customer service operations or a related field required, or any equivalent combination of education, experience, and / or training which provides the requisite knowledge, skills, and abilities for this job. Must possess and maintain a valid driver's license.

Minimum Requirements to Perform Essential Job Functions

The following requirements are normal for this classification. Specific requirements may not apply to all positions within this classification, but are determined by the normal requirements for the particular position.

PHYSICAL REQUIREMENTS : Must be able to operate a variety of automated office equipment including computer, printer, copy and facsimile machines, telephone switchboard and associated equipment, calculator, shredder, TTY and TDD equipment, tape recorder, and communication radios. Physical demand requirements are at levels of those for light work.

DATA COMPREHENSION : Requires the ability to compare and / or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things which may include directories, maps, handbooks, reference and code books, guidelines, procedures, and manuals.

INTERPERSONAL COMMUNICATION : Requires the ability to speak with and / or signal people to convey or exchange governmental, technical, law enforcement, legal, emergency medical, and personnel related information, including giving / receiving assignments and / or directions to / from co-workers, assistants, managers, or supervisors as well as communicating with officials, news media, law enforcement, hospital / EMS, court personnel, utility personnel, security units, and the general public.

LANGUAGE ABILITY : Requires ability to read a variety of legal, technical, governmental, counseling, and informational documentation, directions, instructions, and methods and procedures. Requires the ability to write job related documentation and reports with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control, and confidence using correct English and well-modulated voice.

INTELLIGENCE : Requires the ability to learn and understand relatively complex governmental, law enforcement, radio communications, legal, emergency medical, technical, counseling, dispatching and computer related principles and techniques, to understand departmental policies and procedures, to make independent judgments in absence of supervision, and to acquire and be able to expound on knowledge of topics related to primary occupation.

VERBAL APTITUDE : Requires the ability to record and