311 Customer Service Agent Trainee (Non-Civil Service)
Company: Government jobs
Posted on: January 27, 2023
Welcome to the City of Dallas!
The City of Dallas is one of the largest employers in the DFW
We offer growth opportunities and a chance to make a difference in
What do we offer?
A competitive salary, five-year vested pension plan, great benefits
package that includes health, vision and dental insurance, pet
insurance, tuition reimbursement, qualifying childcare assistance,
paid time off and more.
Join our diverse workforce and help us in providing excellent
service to the residents of Dallas while building a rewarding
The salary listed on this job posting is the starting salary range;
amount offered will depend upon qualifications.
The 311 call center is a twenty-four/seven (24/7) operation that
receives non-emergency (80%) and non-911 emergency (20%) calls.The
ideal candidate will provide non-emergency communication responses
to residents requesting City services and dispatches those requests
to field staff. Essential Functions
Ensure the highest level of service is provided to all residents
and internal/external customers
Documents and processes non-emergency types of City service
requests or concerns from residents in areas such as requests for
water turn-on's, junk motor vehicle, litter, high weeds, potholes,
etc.; and, documents and processes emergency type calls such as
requests involving flooding, traffic signal outages,
aggressive/injured animals, animals with reported lack of care,
traffic sign knockdowns, etc.
Receives non-emergency calls from residents and generates the
appropriate service request(s) and/or dispatching of appropriate
crews and equipment for emergency calls from residents.
Provide current status of previous requests and follow up to
Receive, prioritize and dispatch non-emergency service requests to
City field staff.
Determine correct input method and input/transmit call information
data to ensure documentation of incident and transmittal to
dispatcher for prompt response.
Thoroughly interviews callers to obtain all required and necessary
information to ensure an appropriate response and resolution to
Handles complex and/or unusual customer problems and questions to
resolve the issue and respond to customer needs.
Maintains records timelines, identification, and type(s) of
Regular, reliable and punctual attendance is an essential function
of the job.
Other duties as assigned
High School Diploma or GED.
1-2 years of customer service experience in a call center
environment with data entry, and/or 1-2 years of customer service
experience providing clients/customers with account support,
technical support, and/or processing transactions.
Work Scheduling Availability
Availability to work various shifts including nights, weekends,
holidays and overtime.
Equivalency(ies)-Education and Experience:
Associates Degree will substitute for all required experience
BILINGUAL LANGUAGE PREFERENCE(S):
English/Spanish bilingual skills strongly preferred.
Knowledge, Skills and Abilities
Effective listening, oral and written communication skills.
Intermediate to Advanced PC skills.
Strong customer service and innovative thinking skills.
Ability to use Microsoft Outlook.
Ability to pay close attention to details.
Ability to work in a fast-paced/high stress work environment.
Ability to be a team player with a positive personality.
Working Conditions and Hazards Sits for long periods of time
answering telephone and completing data entry.
Works rotating shifts, including nights, weekends, and
The above statements are intended to describe the general nature
and level of work performed by personnel assigned to this
classification and is not necessarily an exhaustive list of all
responsibilities, duties and skills required.
To view the employee benefits offered by the City of Dallas click
01Do you have a High School Diploma/GED/or Associates Degree?
02Do you have 1 or more years of customer service experience in a
call center environment with data entry? Yes
03Do you have 1 or more years of customer service experience
providing clients/customers with account support, technical
support, and/or processing transactions? Yes
04Are you available to work various shifts including nights,
weekends, holidays and overtime? Yes
05Are you bilingual? Yes
06If you are bilingual, what language do you speak?(If No, please
* Required Question
Keywords: Government jobs, Dallas , 311 Customer Service Agent Trainee (Non-Civil Service), Sales , Dallas, Texas
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