311 Customer Service Agent Trainee (Non-Civil Service)

Company: Government jobs
Location: Dallas
Posted on: January 27, 2023

Job Description:

Position Purpose

Welcome to the City of Dallas!
The City of Dallas is one of the largest employers in the DFW Metroplex.
We offer growth opportunities and a chance to make a difference in our community.

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 career.

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 residents' requests.
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 various situations
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 service(s) provided.
Regular, reliable and punctual attendance is an essential function of the job.
Other duties as assigned
Minimum Qualifications

Education
High School Diploma or GED.
AND

Experience
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.
AND

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 above.

BILINGUAL LANGUAGE PREFERENCE(S):
English/Spanish bilingual skills strongly preferred.

Supplemental Information

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 holidays.
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 here.

01Do you have a High School Diploma/GED/or Associates Degree? Yes
No

02Do you have 1 or more years of customer service experience in a call center environment with data entry? Yes
No

03Do you have 1 or more years of customer service experience providing clients/customers with account support, technical support, and/or processing transactions? Yes
No

04Are you available to work various shifts including nights, weekends, holidays and overtime? Yes
No

05Are you bilingual? Yes
No

06If you are bilingual, what language do you speak?(If No, please write N/A)

* Required Question

Keywords: Government jobs, Dallas , 311 Customer Service Agent Trainee (Non-Civil Service), Sales , Dallas, Texas