3-1-1 CONTACT CENTER AGENT

6J56

PAY RANGE: 11

(General)

(Bilingual)

GENERAL DEFINITION

This is full performance level customer service work on an assigned or rotating shift in the City’s 3-1-1 Contact Center. An employee in this class is responsible for receiving, processing and responding to telephone calls, walk-ins, facsimiles, e-mails and other electronic service inquiries from the public requesting non-emergency City services and information. Identifying the type of service or information being requested and determining the appropriate response that may include initiating and forwarding requests to the appropriate department(s) for resolution is a significant aspect of the work. The class is differentiated from the trainee level class as employees are expected to possess a complete and thorough knowledge of available City services and handle requests independently. Work is performed under the general supervision of a technical superior.

ALLOCATING FACTORS:

1. The employees must perform full performance level customer service work on an assigned or rotating shift in the City’s 3-1-1 Contact Center.

2. The employees must possess a complete and thorough knowledge of available City services and perform a full range of duties without immediate supervision.

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.

GENERAL SPECIALTY

Maintains customer satisfaction in a professional and effective manner over the telephone and at a walk-in counter; receives, processes and responds to a high volume of telephone, electronic and walk in service requests; follows general customer service policy and procedures.

Receives customer inquiries, messages and complaints; enters customer information such as name, address, phone number, nature of request, etc. into the Customer Relationship Management (CRM) application/software;

Identifies customer needs by listening and asking relevant questions; utilizes multiple database systems to attain necessary information; provides directory assistance and transfers calls to City departments and outside agencies when appropriate; handles informational calls about entertainment; provides responses to non-emergency requests regarding City services and explains applicable regulations, policies and procedures as necessary.

Initiates and forwards service requests for City services such as bulk refuse pick-up, pothole repair, street maintenance or repair, missed trash collections, water leaks, snow removal, report of property code violations, etc. to proper departments for resolution; may dispatch City field staff to respond to high priority citizen requests, identifies and transfers 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 and completion dates of their requests.

Queries the database for duplicated or unresolved service requests; escalates requests for additional action; closes customer records as appropriate; may provide guidance and training to lower level employees and assists in major project activities as necessary.

Utilizes a multi-screen computer system including a Customer Relationship Management application, phone system, headset, facsimile machine and other office equipment; may operate a two-way radio console; sorts and retrieves documents and records, verifies the accuracy of information and corresponds 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

· structure and functions of City departments

· City regulations and procedures

SKILL IN:

· utilizing a multi-screen computer system including a Citizen Relationship Management application, phone system, headset, facsimile machine and other office equipment

· using internet navigation

· written and oral communication

· understanding and following oral and written instructions

· maintaining customer satisfaction by exercising tact, judgment and patience in dealing with the public

· handling high volume customer inquiries via telephone, walk-ins and electronic requests

ABILITY TO:

· select appropriate City services to meet the specific needs of customers

· establish and maintain effective communication and working relationships with City employees, outside agencies and the public

· work under pressure including calm and effective dealing with escalating or difficult calls

· ask appropriate questions to identify complex or vague requests for City services and information

· accurately record details of calls and other service requests in a limited time frame

· utilize a multi-screen computer system including a Customer Relationship Management (CRM) application, phone system, headset, facsimile machine and other office equipment

· 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

· organize and prioritize multiple tasks

· prepare reports

· work independently on tasks and assignments

· utilize alternative methods or solutions to respond to inquiries

· train lower level employees

· assist in major project activities

· understand and explain City services or procedures

· 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 2/22.)

EDUCATION:

Education equivalent to completion of the twelfth school grade.

AND

GENERAL EXPERIENCE:

One year of customer service experience receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in the City’s 3-1-1 Contact Center.

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

Consolidated with 6J24: 9/08

Spec Revision:

CSC: 11/12

Ad. Board: 12/12

Spec. Revision:

CSC – 10/16

Ad. Board – 11/16

Latest Spec. Revision:

CSC – 2/22

Ad. Board – 3/22