311 Constituent Services Representative

The-City-of-Hartfor; Hockanum (CT); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health and life insurance

Retirement options

Voluntary benefit programs

Paid leave

Job summary

The City of Hartford seeks a reliable 311 Division Call Taker in Public Works. You will receive and evaluate calls from the public and City staff, determine the issue, and document it in CRM for prompt resolution.

Responsibilities include obtaining complete information, routing to the correct department, following up to ensure satisfaction, and using multiple systems to research and file service requests. 40 hours weekly, union position.

Qualifications

• High school diploma or GED and one year of experience providing customer service.
• BILINGUAL PREFERRED: Spanish/English.
• This is a union 1716 position with 40 hours per week.

Responsibilities

• Receives and evaluates calls from the public and City employees requesting information or non-emergency services.
• Determines the nature of the call and enters information into a CRM system for documentation.
• Asks caller for necessary information to ensure prompt and appropriate response.
• Transmits information to appropriate City departments or service providers for prompt attention.
• Provides follow up and resolves the issue to the caller's satisfaction.
• Uses multiple computer systems to handle inquiries, research answers, and file service requests.
• Stays current on issues affecting the City and maintains data entry accuracy.

Skills

Customer service

Verbal communication

Written communication

Listening

Multitasking

Typing 40 wpm

Education

High school diploma or GED

Job description

Vacancy is in the 311 Division within the Department of Public Works. Under general supervision, receives and evaluates calls from the general public and from City employees requesting information or non-emergency services. Determines the nature of the call and enters information into a Customer Relationship Management (CRM) system to ensure documentation of the call. Thoroughly and professionally questions caller to obtain all necessary information to ensure a prompt and appropriate response to a particular situation. Transmits information to appropriate City department(s) or service provider(s) for prompt attention and resolution of the issue. Provides follow up and resolves the issue to the caller's satisfaction. Uses multiple computer systems to handle inquiries, research answers, file requests for service, document complaints or comments for investigation. Uses online databases and resources to locate information for callers. Stays current on issues and information affecting the City. Work is performed at a computer with extensive telephone and public contact, and heavy data entry.

The above essential duties and responsibilities are not intended as a comprehensive list; they are intended to provide a representative summary of the major duties and responsibilities. Incumbent(s) may perform additional related duties as required.

Distinguishing Characteristics

This position is instrumental in addressing constituent concerns in the City of Hartford.

This is a 1716 union position. The hours of work are 40 per week.

The examination will consist of a rating of your training and experience as contained on your application and may also include a written test, an oral test, a performance based test, or a combination thereof. All parts of the examination, including tests and ratings, will be related to the requirements of the position. The examination is designed to measure:

Knowledge of:

• Principles and processes for providing customer service
• Basic computer operations

Ability to:

• Use strong and effective verbal communication skills
• Receive and handle complaints from callers
• Actively listen to the caller and request additional information
• Interact positively with callers
• Take information from multiple sources regarding an ongoing situation and produce an accurate narrative with key elements and facts
• Work cooperatively with other City employees and the public
• Communicate effectively orally and in writing
• Type at least 40 words per minute with accuracy

Physical Demands and Working Conditions

Work is performed in an office environment. Incumbents must be able to multitask and adapt to a high stress environment. Sitting and viewing computer monitors for extended periods of time will be required.

Open to all qualified applicants who meet the following qualifications:

High school diploma or G.E.D. and one (1) year of experience providing customer service.

A COPY OF YOUR DIPLOMA OR TRANSCRIPT MUST BE ATTACHED TO YOUR APPLICATION. A DIPLOMA OR TRANSCRIPT SUBMITTED WILL BE VERIFIED BY THE HUMAN RESOURCES DEPARTMENT.

BILINGUAL PREFERRED

Spanish/English

If selected, you will be required to pass a physical examination administered by a City physician, a drug and alcohol screening, and a background check. If appointed, you will serve 3-12 months of probation. This examination and employment process is subject to all federal, state, and municipal laws, rules and regulations.

• Application must be completed in its entirety, including required documentation. Applications without proper documentation shall result in your disqualification.
• All correspondence and information concerning the application and testing process will occur via email, unless otherwise requested at the time of application.
• Please be sure to check your junk and spam email for all recruitment communication.
• Applications via facsimile or email are not accepted.

EMPLOYMENT PREFERENCES AND LEGAL NOTICES

• Benefits include: Health and life insurance, retirement options, voluntary benefit programs, and paid leave.
• Hartford Residency Preferred: Preferably be a bona-fide resident of the City of Hartford at the time of application. A completed City of Hartford Residency Affidavit including proof of residency as indicated on the RESIDENCY AFFIDAVIT may be submitted.
• Veteran's Preference Form: Preferential Points may be given to Eligible Veterans. Must submit a Veteran's Preference Form, along with a DD-214 and Disability letter (if applicable) from the Office of Veteran's Affairs.
• American With Disabilities Act: The Human Resources Department provides reasonable accommodation to persons with disabilities in accordance with the Americans with Disabilities Act (ADA). If you need accommodation in the application or testing process, please contact the Human Resources Department.
• An Affidative Action/Equal Opportunity Employer: The City of Hartford is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, veterans and persons with disabilities.