3-1-1 Contact Center Agent (General)

City-of-Philadelphi; Philadelphia (Philadelphia County); On-site; USD 42,000 - 54,000; Full time

Job summary

The City of Philadelphia is seeking a full-time customer service professional for the 3-1-1 Contact Center. The role involves handling calls, walk-ins, and electronic inquiries from residents seeking non-emergency city services and information.

Incumbents identify service needs and route requests to the correct department for timely resolution. Employees are expected to possess complete knowledge of available City services and work under supervision, with opportunities to advance through an

Qualifications

• Education equivalent to completion of the twelfth school grade.
• One year of customer service experience receiving, processing, and responding to telephone calls, walk-ins, and electronic service inquiries in a city context.

Responsibilities

• Receive, process and respond to telephone calls, walk-ins, facsimiles, e-mails and other electronic service inquiries from the public requesting non-emergency City services and information.
• Identify the type of service or information requested and determine the appropriate response.
• Initiate and forward requests to the appropriate department for resolution; work independently with a thorough knowledge of City services.

Skills

Customer service

Education

High school diploma or equivalent

Job description

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.

The analyst responsible for reviewing applications and additional documentation for this job opportunity is: Natasha Jones, SHRM-CP, Hiring Services Manager- Health and Human Services, City of Philadelphia - Office of Human Resources, 1401 JFK Boulevard, Room 1530, Philadelphia, PA 19102, [t] 215.686.2372, [e] [e-mail].

For all other inquiries, please contact Customer Service at 215-686-0880 or email [e-mail].

ELIGIBLE LIST: OPEN-COMPETITIVE

Only an Open-Competitive eligible list will be established as a result of this examination. Permanent City employees will receive no promotional preference in this examination.

Candidates who pass the exam and are placed on the civil service list will be retained on the list for a minimum of one year and a maximum of two years after the establishment of the Eligible List.

RESIDENCY REQUIREMENT

Philadelphia residency is not required to submit an application; however, applicants must have established bona fide residency in the City of Philadelphia for one year prior to appointment.

PREFERENCE FOR PHILADELPHIA RESIDENTS

Candidates who have maintained a bona fide residence in Philadelphia for at least one year prior to the date of the civil service examination shall have priority over all other people receiving an identical test score.

To receive such preference, candidates must respond to the question regarding residence on this application. This response will be used to determine eligibility for preference for residents. Documentation of residence may be required if there is any question as to whether you meet the residency preference requirements.

If an applicant does not respond to the appropriate residence question, it will be assumed that the applicant does not qualify for residence preference. Eligibility for residence preference must be determined by the date of the test administration. No requests for residence preference will be granted after the test administration.

INDEBTEDNESS NOTICE

As a condition of employment with the City, any person offered employment shall be required to certify that such person either is fully current on any and all debts, taxes, fees, judgments, claims, and other accounts and obligations due and owing to the City; or has voluntarily entered into a payment agreement with the City. For so long as the person is employed by the City, the amount of the payment as set forth in the payment agreement (not to exceed, for any pay period, twenty percent (20%) of the person’s gross pay for such period, without the person’s consent) shall be withheld from each paycheck until such payment agreement is fully satisfied.

Such person shall also be required to certify as a condition of employment that he or she is fully current on any and all debts, taxes, fees, judgments, claims, and other accounts and obligations due and owing to the Philadelphia Gas Works (PGW) or has voluntarily entered into a payment agreement with PGW.

Failure to enter into a payment agreement shall result in the cancellation of the appointment and removal from the certification. The name of the eligible candidate will be returned to the eligible list.

PREFERENCE POINTS FOR CANDIDATES FOR OPEN-COMPETITIVE EXAMS

Candidates who pass Open-Competitive exams may be eligible for additional points added to their final score. Preference Points may be claimed from the time of application until 30 days after the eligible list is established. The required documentation for the preference must be provided to receive the points.

U.S. VETERAN'S PREFERENCE

Ten points will be added to the scores of eligible veterans. You must be honorably discharged from the U.S. armed forces. Attach a DD214, member 4, or NGB-22 to your application if you wish your eligibility to be reviewed. Spouses of disabled or deceased veterans may also be considered. Veteran’s Points may be claimed at any time before the list expires.

LEGACY PREFERENCE

Ten points will be added to the scores of the children or grandchildren of Philadelphia Firefighters or Police Officers who were killed or died in the line of duty.

NATIONAL VOLUNTEER SERVICE PREFERENCE

1. Successfully completed a term of volunteer service with Peace Corps, AmeriCorps NCCC (including FEMA Corps), or AmeriCorps VISTA are eligible for additional points

For Peace Corps, such candidates will be awarded five (5) points for the completion of a two-year term of service or three (3) points for the completion of a one-year term of service.

1. Successfully completed at least 450 hours of service with AmeriCorps State and National (including Teach for America).

Such candidates will have:

• 1 point added to their final score if they have completed 450 Hours of the above service.
• 2 points added to their final score if they have completed 675 Hours of the above service.
• 3 points added to their final score if they have completed 900 Hours of the above service.
• 5 points added to their final score if they have completed 1700 Hours of the above service.

PHILADELPHIA SCHOOL DISTRICT CAREER AND TECHNICAL EDUCATION PREFERENCE

Up to 5 points will be added to the score of candidates who have completed and graduated from a career technical education (CTE) program of the School District of Philadelphia within the last three years before the examination announcement date. If the 5 additional points from the CTE preference would rank a CTE graduate above a veteran, additional points shall be applied to the CTE candidate’s passing score to rank them directly below the veteran.

TRAINING AND EXPERIENCE EVALUATION:

Applicants will be evaluated and scored based upon their training and experience credentials. Applicants will not be asked to appear to take a scheduled examination.

Scores in the Training and Experience Evaluation will be based on documentation of education and experience provided by the candidate. To receive full credit for your education and experience, you should submit all relevant documentation including college transcripts, licenses, certifications, paid out of class documentation, etc. and provide a detailed description of your education, experience, and credentials.

An Eligible List will be established the week of 11/23/2026. Please note that this date may change.

TEST REVIEW

In accordance with Civil Service Regulation 9.091D, candidates may review their answer sheets and other test papers to determine if they have been scored correctly or if there has been an irregularity in the administration of the examination. Candidates will have 30 days after the results have been mailed to review their test and to file a written appeal. Call 215 686-0880 if you wish to schedule a test review.

Highschool/GED

The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests.

ANTICIPATED ELIGIBILITY

Candidates who meet all eligibility requirements within 3 months of the application deadline will be admitted to this examination. Successful candidates will be placed on the eligible list but may not be hired or promoted until all requirements have been satisfied.

1. EDUCATION:

Education equivalent to completion of the twelfth school grade.

2. 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.

PHYSICAL AND MEDICAL REQUIREMENTS

Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

TRANSCRIPT, LICENSES, REGISTRATIONS AND CERTIFICATION REQUIREMENTS

Candidates MUST submit a copy of their official college or university transcript(s) indicating completion of the educational requirement and all required licenses, registrations or certifications at the time of application. Transcripts MUST indicate conference of the appropriate degree. Candidates with a degree from foreign colleges or universities must submit proof of degree as certified by a professional evaluation service.

Candidates MUST submit a copy of their license, registration or certification.

If you have ever submitted a paper transcript, license, registration or certification for any City of Philadelphia civil service examination, you must submit another document

Option 1 - Upload a paperless transcript, license, registration or certification – One time only!

You may upload documents into your account and attach a document with this application. Once the document is uploaded to your account, it may be attached to all future applications. Attaching your document will save you time and money if you apply for an examination in the future, and you will be assured that your transcript cannot be misplaced.

Your documents should be uploaded and attached to your application before it is submitted. They cannot be uploaded or added to your application electronically after your application has been submitted.

Option 2 – Submit a paper transcript, license, registration or certification – Separate document required for each application

If you submit a paper copy of a transcript, license, registration or certification, the document will be used for this application only. You will have to submit documents again whenever you apply for an examination in the future. Paper documents will not be retained and will not be returned to applicants.

Mailing address for paper transcript and other required materials

Natasha Jones, SHRM-CP

Hiring Services Manager- Health and Human Services

City of Philadelphia - Office of Human Resources

1401 JFK Boulevard, Room 1530

Philadelphia, PA 19102

[t] 215.686.2372

[e] [e-mail]