311 Service Representative

City of San Antonio; San Antonio (TX); On-site; USD 36,000 - 52,000; Full time

Job summary

The City of San Antonio is seeking a 311 Call Taker to handle direct non-emergency public safety inquiries and provide information to residents. You will intake requests for multiple departments and document call details.

Based at the Emergency Operations Center, you will enter data for tracking, answer questions, and support department communications, with shifts including evenings and weekends as needed.

Qualifications

• High school diploma or GED recognized by the Texas Education Agency or a regional accrediting agency.
• Two years of experience dealing with the public servicing client/customer requests; Or one year of experience dealing with the public servicing client/customer requests and completion of SA: Ready to Work: Finance/Insurance or Professional Services/Other training program

Responsibilities

• Provides direct service to 311 non-emergency calls regarding City services, functions, etc.
• Enters customer's call information into database for call-tracking and resolution reporting.
• Provides information regarding activities conducted at City facilities.
• Follows-up on previous calls.
• Maintains familiarity with changes in department programs and information.

Skills

Public relations

Customer service

Keyboarding

Office software

Verbal communication

Education

High school diploma or GED

Job description

Job Summary

Under general supervision, is responsible for direct customer service activities involving the handling and intake of multi-department requests and/or complaints regarding City services. Provides customers with as much information and direct service as possible without transferring the call to another person or department. Receives incoming non-emergency, public safety 311 calls. Working conditions are primarily in an office environment. Exercises no supervision.
Work Location
Emergency Operations Center; 8130 Inner Circle, San Antonio, TX (78235)
Work Hours
9:30 a.m. - 6:30 p.m., Monday - Friday for 6 weeks of training
Once training is completed, shift work covering all days as needed to meet operational needs; successful applicant should expect to work holidays, weekends, days, and evenings depending on assigned shift. Shifts can fall anywhere between Monday through Sunday between 7:00 a.m. and 11:00 p.m.

Essential Job Functions

• Provides direct service to 311 non-emergency public safety calls regarding City services, functions, etc.
• Provides direct intake for departments such as Housing & Neighborhood Services, Animal Care Services, Solid Waste Management and Public Works.
• Provides information regarding all City departments.
• Provides coverage for Emergency Operations Center (EOC) at the 311 EOC work station and may be required to work overtime during emergencies.
• Provides information regarding activities conducted at City facilities.
• Enters customer's call information into database for call-tracking and resolution reporting.
• Provides customers with accurate information and explanation on planned course of action as a result of their call.
• Follows-up on previous calls.
• Maintains familiarity with changes in department programs and information.
• Maintains efficiency in call-taker duties as assigned.
• Provides timely and accurate information to departments as may be required.
• Performs related duties and fulfills responsibilities as required.

Job Requirements

• High school diploma or GED equivalent (recognized by the Texas Education Agency or a regional accrediting agency).
• Two (2) years of experience dealing with the public servicing client/customer requests; Or one (1) year of experience dealing with the public servicing client/customer requests and completion of the SA: Ready to Work: Finance/Insurance or Professional Services/Other training program

Preferred Qualifications

• Bilingual in English/Spanish.

Applicant Information

• Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.
• Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.
• Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification. Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.
• If selected for this position, official transcripts, diplomas, certifications, and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.

Knowledge, Skills, and Abilities

• Knowledge of basic telephone techniques and public relations.
• Knowledge of customer service principles.
• Ability to operate a computer keyboard and other basic office equipment.
• Skill in utilizing a personal computer and associated software programs.
• Ability to learn City departments, services, policies, and procedures.
• Ability to assist irate citizens with tact.
• Ability to respond to inquiries, complaints, and requests.
• Ability to communicate clearly and effectively, verbally.
• Ability to establish and maintain effective working relationships with City staff and the general public.