311 Service Representative

City-of-SAN-Antoni; San Antonio (TX); On-site; USD 21,000 - 30,000; Full time

Job summary

City of San Antonio seeks a 311 Call Taker to handle non-emergency public safety calls and intake for multiple departments. You will provide accurate information, enter data for tracking, and guide customers on next steps from the EOC in San Antonio, TX.

The role requires strong communication, basic computer skills, and the ability to work varied shifts, including holidays and weekends, as needed to support city services.

Qualifications

• Two years of experience dealing with the public or one year plus SA Ready to Work training.
• Knowledge of basic telephone techniques and public relations.
• Ability to learn City departments, services, policies, and procedures.

Responsibilities

• Provide direct service to 311 non-emergency calls regarding City services.
• Enter customer's call information into database for call-tracking.
• Provide information and explanation on planned course of action.
• Follows-up on previous calls and maintains familiarity with changes.
• May be required to work overtime during emergencies.

Skills

Customer service

Telephone handling

Computer literacy

Public relations

Bilingual English/Spanish

Education

High school diploma or GED

Tools

Public safety database

Call-tracking software

Office computer equipment

Job description

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.

• 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.

• 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 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.