Hotline Assistant

City of Omaha, NE; Omaha (NE); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Health Insurance

Paid Leave

Pension Plan

Job summary

The City of Omaha is seeking a customer service–oriented clerk to handle a high volume of public inquiries and service requests. You will use standard software to document calls and route information to the appropriate city departments, ensuring timely and accurate responses for residents in Omaha, NE.

Qualifications include a high school diploma or GED and at least one year of customer service experience, with a focus on professional communication and problem solving.

Qualifications

• Knowledge of computers and software common to public-facing offices.
• Ability to communicate clearly with residents and colleagues.
• Experience handling multiple inquiries with tact and accuracy.

Responsibilities

• Responds to a high volume of inbound calls and inquiries from the public.
• Communicate with callers in a professional manner, including difficult conversations.
• Identify citizen needs and direct requests to appropriate resources.
• Enter accurate details in software systems to document calls and actions taken.
• Submit service requests to City departments and track resolution.
• Maintain regular attendance according to the position schedule.
• Assist with other related duties as assigned.

Skills

Customer Service

Computer Literacy

Communication

Education

High School Diploma or GED

Job description

The City of Omaha is an Equal Employment Opportunity Employer and an E- Verify participant.

Posted a week ago | Apply before September 14, 2026

US:NE:Omaha | Clerical | Full Time

Description

Posting Type: Appointed

Work Type: Full-Time

Education and Experience: The knowledge, skills, and abilities may be acquired through, but are not limited to, the following combination of education and/or experience.

High School Diploma or Graduate Equivalent Degree (GED)ANDOne (1) year of customer service experience.

Pay Range: $18.00 to $20.00 Hourly

Benefits: Forty-hour work week. Paid leave per year: twelve days vacation; eighteen days sick; and fourteen holidays. Employee’s group health insurance, including major medical, vision, and dental, for individual or family. Defined benefit pension plan, plus Social Security, and more. See hr.cityofomaha.org for detailed information.

Who Can Apply: Any person who meets the qualifications and other requirements described in this posting.

Required Knowledge, Skills, and Abilities:

• Knowledge of, and ability to operate, computers and other technology using standard or customized computer or systems software applications appropriate to the assigned tasks.
• Knowledge of municipal government and the general functions of City departments.
• Skill in handling customer complaints with tact and patience.
• Ability to respond to customer complaints and requests for information verbally or in written forms.
• Ability to assist others by identifying customer needs, responding to requests by referencing appropriate resources, and/or directing requests to the appropriate individual
• Ability to establish and maintain effective working relationships and work collaboratively with those contacted in the course of work.
• Ability to learn and adapt to advances in computer and electronics device technology and software.
• Ability to establish and maintain effective working relationships with fellow employees, and with members of the general public.
• Ability to communicate effectively, orally and in writing.
• Ability to adhere to safety policies, procedures and guidelines.
• Ability to sit continuously, to stand and walk frequently, and reach, bend, stoop, push and pull occasionally.
• Ability to use up to 25 pounds of force occasionally to move objects.

Essential Functions: Any one position may not perform all of the duties listed, nor do the listed examples include all of the duties that may be performed in positions allocated to this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responds to a high volume of inbound calls and inquiries from the public. Responds to submissions to OmahaHotline.com from Omaha and area residents.
• Communicate with all callers, including contentious and frustrated citizens in a professional manner.
• Identifies citizen needs, clarifies information requested, and conducts research as needed to provide accurate information.
• Works with other City department staff to learn specific department/division information to identify resources and provide information for citizens.
• Submits service requests to the appropriate City department and division staff.
• Enters accurate details in various software systems to document calls and actions taken.
• Utilizes various computer software platforms, including work order software, to document information to resolve citizen complaints.
• Maintains regular job attendance in accordance with a schedule established for the position by the supervisor.
• Performs other related duties as assigned or as the situation dictates within the scope of this position.

Conditions of Employment: Candidates must provide proof of U.S. citizenship, permanent residence, or authorization to work without sponsorship. The City of Omaha reserves the right to conduct pre-employment inquiries or evaluations of candidates for employment as it deems appropriate for the particular position. Pre-employment inquiries may include, without limitation: verification of employment history and educational attainment; review of driving, credit, and criminal convictions; hearing, drug, functional capacity, psychological, vision, and medical tests; and/or any other relevant background information deemed appropriate to determine the suitability of the applicant for the position. Failure to provide the information requested in the application and hiring process in a truthful, timely, accurate, and complete manner may result in disqualification, revocation of a conditional offer of employment, or termination.

Reasonable Accommodation: The City of Omaha does not discriminate on the basis of disability. If you need a disability-related accommodation during the job application or selection process, advise the Human Resources Department at least 48 hours prior to the need by emailing [e-mail].

For a complete description of this job classification, visit hr.cityofomaha.org

Contact Points:

City of Omaha Human Resources Department
1819 Farnam St, Suite 506
Omaha, NE 68183

Phone: [phone]
Fax: [phone]