6J55
PAY RANGE: 7
3-1-1 CONTACT CENTER TRAINEE
(General)
(Bilingual)
GENERAL DEFINITION
This is advanced training level customer service work on an assigned or rotating shift in the City’s 3-1-1 Contact Center. An employee in this class participates in an on the job training program to learn and develop knowledge and skill in customer service standards and procedures, City services, and methods for effectively receiving, processing and responding to telephone calls, walk-ins, facsimiles, e-mails and other electronic service inquiries from the public. Employees in this class participate in delivering service using a Customer Relationship Management (CRM) system and other database/ telecommunication systems. Work expands in complexity and scope as the employee gains knowledge and experience. Work is performed under the supervision of a technical superior.
ALLOCATING FACTORS:
1. Employees must perform advanced training level customer service work on an assigned or rotating shift receiving, processing and responding to inquiries for non-emergency City services and information.
2. The positions must be located in the City of Philadelphia’s 3-1-1 Contact Center.
TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)
BILINGUAL SPECIALTY
Performs the duties shown below with members of the English language speaking and designated non‑English language speaking populations.
Learns the structure, functions, fundamental principles and organizational objectives of the City’s 3-1-1 Contact Center and Philadelphia City government;; reads manuals and instruction and receives formal and informal on-the-job training on customer service practices and procedures, City services, the use of telecommunication and computer systems, and procedures for effectively receiving, processing a high volume of telephone, electronic and walk-in service requests.
Learns and participates in receiving customer inquiries, messages and complaints; receives training and instruction on entering customer information such as name, address, phone number, nature of request, etc. into the Customer Relationship Management (CRM) application/ software; receives training to identify customer needs by listening and asking relevant questions; learns to utilize multiple database systems to attain necessary information; learns to provide directory assistance and transfers calls to City departments and outside agencies when appropriate; learns to provide direct responses to non-emergency requests regarding City government services and explains applicable regulations, policies and procedures as necessary.
Learns to initiate and forward service requests for City services such as, pothole repair, street maintenance or repair, missed trash collections, water leaks, snow removal and property code violations to proper departments for resolution; receives training to identify and transfer calls that must be referred to 911 or to higher level staff; provides customers with reference numbers of service requests and work orders for follow-up status inquiries; informs customers of anticipated completion dates of their requests using the Customer Relationship Management (CRM) system.
Learns to query the CRM database for duplicated or unresolved service requests; learns to forward requests for additional action or closes customer records in the CRM database once completed.
Learns to utilize a multi-screen computer system including a Citizen Relationship Management application and other databases, phone system, headset, facsimile machine and other office equipment; may learn to operate a two-way radio console; learns to sort and retrieve documents and records, verify the accuracy of information, and correspond through telephone, e-mail, internet, fax, or other means; performs a variety of clerical duties, including typing, sorting paper inquiries, filing, and sending and processing email.
May be required to work evenings, weekends, or extended hours in the event of an emergency.
Performs related work as required.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
KNOWLEDGE OF:
· English usage, spelling, grammar, and punctuation
SKILL IN:
· utilizing computer systems and software including Microsoft Office tools and applications
· internet navigation
· written and oral communication
· maintaining customer satisfaction
· handling high volume customer inquiries via telephone, walk-ins and electronic requests
ABILITY TO:
· learn the structure and functions of City departments
· interpret and apply City regulations and procedures
· learn about City services and how to select appropriate services to meet the specific needs of customers
· establish and maintain effective communication and working relationships with city employees, outside agencies and the public
· use a computer terminal to enter and retrieve data
· type information into a computer terminal accurately and at a minimum speed established by the 3-1-1 Contact Center
· utilize a multi-screen computer system including a Customer Relationship Management (CRM) application, phone system, headset, facsimile machine and other office equipment
· understand and follow oral and written instructions
· maintain customer satisfaction by exercising tact, judgment and patience in dealing with the public
· work under pressure including calm and effective dealing with escalating or difficult calls
· ask appropriate questions to identify requests for City services and information
· accurately record details of calls and other service requests in a limited time frame
· identify calls which must be referred to 911 or to higher level staff
· respect the right of privacy and maintain confidentiality of callers
· simultaneously perform numerous customer service related duties
· speak and understand the designated non‑English language for the bilingual specialty
MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards that will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 9/14.)
EDUCATION:
Education equivalent to completion of the twelfth school grade.
AND
EXPERIENCE
Six months of customer service experience receiving, processing and responding to telephone calls, walk-ins, or electronic service inquiries in a high volume call center.
OR
Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources.
ADDITIONAL REQUIREMENT FOR THE BILINGUAL SPECIALTY
Sufficient training and/or experience to be able to converse effectively in English and the designated non‑English language.
PHYSICAL AND MEDICAL REQUIREMENTS
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
Class Established: 7/08
Spec Revision: 9/11
Spec. Revision: CSC: 11/12; Ad Board: 12/12
Latest Spec. Revision: CSC – 7/14; Ad. Board – 9/14
BLC