311 Customer Service Agent

City of Sacramento; Sacramento (CA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

City of Sacramento seeks a customer service professional to support the 311 Center’s 24/7 operations. You will respond to information requests, dispatch service calls, and maintain thorough records using CRM systems.

Qualifications include three years of customer service experience, including two in a call center, and a high school diploma or GED. Occasional remote work may be possible with local residence; on-site work is primary.

Qualifications

• Three years of customer service experience, including two years in a call center environment.
• Experience using CRM and ticketing systems to manage requests.
• Strong communication and problem-solving skills.

Responsibilities

• Respond to requests for information and dispatch calls for service in a 24/7 operations center.
• Assess urgency, establish priority, and escalate or transfer as needed.
• Document interactions in CRM and update existing cases.
• Follow procedures to create service requests and work orders.

Skills

Customer service

Call center

Multi-tasking

Communication

CRM software

Education

High School diploma or GED

Tools

CRM software

Job description

THIS JOB POSTING WILL AUTOMATICALLY CLOSE UPON THE RECEIPT OF 250 APPLICATIONS

OR

AT THE FINAL FILING DEADLINE, WHICHEVER OCCURS FIRST.

With supervisor approval, incumbents may be eligible for intermittent remote work; however, they must physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice.

Under general supervision, performs a variety of customer service duties in support of the 24/7 operations of the 311 Center, including responding to requests for information and service and dispatching calls for service; performs research and provides thorough and accurate information regarding City services, procedures, and resources; maintains logs of every transaction using multiple, independent software systems; and performs related work as required.

DISTINGUISHING CHARACTERISTICS

This is the journey-level class in the 311 customer service series. Incumbents at this level are capable of performing the full range of call taking and dispatch support duties in support of the 311 Center. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. This class is distinguished from the 311 Customer Service Specialist in that the latter is responsible for more complex and higher-level technical customer service work, exercises a higher level of discretion and independent decision‑making, and provides technical and functional direction to lower-level 311 support staff.

Depending on assignment, duties may include, but are not limited to, the following:

• Receives and evaluates calls from internal and external customers requesting information on City services, procedures, activities, resources, and programs in support of the 24-hours-per-day/7-days-per-week 311 Center operations; provides information and assistance in an efficient manner.
• Assesses nature or urgency of the issue; determines and establishes priority of call; resolves the issue or escalates and/or transfers call to appropriate staff as necessary.
• Identifies the type of service being requested by listening, asking relevant questions, evaluating information obtained, and determining City services available to successfully handle the request.
• Creates or researches customer information in the Customer Relationship Management (CRM) system; records information on all customer inquiries or problems; provides updates on previously created cases.
• Follows system and department-specific procedures to create service requests and work orders in specialized department software systems.
• Conducts research using various City and public resources to provide customers with complete, accurate, and thorough answers to requests for information, inquiries, and/or problems.
• Dispatches calls in accordance with established procedures and policies using a computerized dispatch system, including determining priority of calls and contacting and sending appropriate response unit.
• Observes and complies with departmental policies and procedures, customer service quality standards, and compliance guidelines.
• Participates in on-going training and cross‑training opportunities; stays abreast of changes in the operation, policies, and procedures of City departments that affect services provided.
• Works with Language Lines service to communicate with non‑English speaking callers.
• May respond to 311 email and web requests for information.
• Other related duties may also be performed; not all duties listed are necessarily performed by each individual holding this classification.

Knowledge of:

• Principles, practices, and techniques for providing a high level of customer service by effectively dealing with the public and City staff.
• Modern call center practices, methods, and computer equipment and applications, including Customer Relationship Management (CRM) software and dispatch systems.
• Basic principles and practices of research and record keeping.
• English usage, spelling, vocabulary, grammar, and punctuation.

Ability to:

• Take and process a high volume of customer service calls in a professional and efficient manner.
• Maintain composure under stress or high volume calls/demanding environment.
• Multi-task by handling a variety of calls, taking information from caller, entering data into appropriate software systems, and/or dispatching for service.
• Understand a customer's request/question, identify and research the correct response/action to address the issue, and communicate the response to the customer.
• Learn and understand the organization and operation of the City as necessary to assume assigned responsibilities.
• Learn, interpret, and apply administrative and various departmental policies and procedures.
• Maintain accurate record keeping and tracking systems.
• Organize own work, set priorities, and meet critical time deadlines.
• Operate call center equipment including computer equipment and specialized software applications programs.
• Use English effectively to communicate in person, over the telephone, and in writing.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

EDUCATION AND EXPERIENCE

Experience:

Three years of customer service experience, including two years in a call center environment.

-AND-

Education:

Possession of a High School diploma or G.E.D. equivalent.

Special Qualifications

Physical Conditions:

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. This is primarily a sedentary office classification although standing and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard and to operate standard call center and office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 25 pounds.

Environmental Conditions

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives while interpreting and enforcing departmental policies and procedures.

PROBATIONARY PERIOD:

Employees must complete twelve (12) months of probation at a satisfactory performance level prior to gaining permanent status.

Please note, the City of Sacramento's preferred method of communication with applicants is via e‑mail. As such, please ensure you verify the e‑mail address on your application, and check your e‑mail frequently, including your spam and junk folders. All e‑mail notifications can also be accessed through the governmentjobs.com applicant inbox.

QUESTIONS

• Please visit https://www.governmentjobs.com/Home/ApplicationGuide for a comprehensive, step-by-step guide to the application process.
• For technical support between 6 AM - 5 PM PT, contact Live Applicant Support at [phone].
• Visit the City of Sacramento Human Resources Department website at https://www.cityofsacramento.gov/HR/employment.
• Send an email to [e-mail].
• Call the Human Resources Department at [phone].