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Customer Service Agent Trainee, 311 Customer Service Center (1322)

City and County of San Francisco

Customer Service Agent Trainee, 311 Customer Service Center (1322)

San Francisco, CA
  • Responsibilities

    Job Description

    Under immediate supervision from a Customer Service Agent Supervisor, the 1322 Customer Service Agent Trainee will be trained to, and as part of the training curriculum, receive and process telephone calls from the general public requesting government services and information. Essential functions include: receiving calls; identifying the type of service being requested by listening and asking relevant questions; evaluating information obtained; entering call information into a computer terminal; and referring callers to appropriate and available City services. Incumbents work with increased independence as training progresses.

    Incumbents will be trained as primary call takers for the 311 Customer Service Center on how to operate a Customer Relations Management (CRM) system that tracks and records customer service Call Center information, service requests and response activities. Training will include: (a) customer service standards and procedures, (b) available City services, (c) use of telephone and computer terminal, and (d) procedures for effectively receiving, processing and recording telephone calls.

    As all permanent 1324 Customer Service Agents are hired from this classification, demonstrated competence and successful completion of the structured 1322 Customer Service Agent Trainee training program may lead to the journey-level classification, 1324 Customer Service Agent. Failure to achieve demonstrated competence or the inability to complete the 1322 Customer Service Agent Trainee training program may result in loss of employment.

    Working Conditions: The 311 Customer Service Center operates 24 hours a day, 7 days per week. Incumbents must maintain a knowledge and understanding of policies and procedures for the 311 Call Center; sit at a workstation, operating a computer terminal, for prolonged periods of time; utilize a multi-screen computer system, mouse, phone system and headset while receiving calls from the general public; and uphold the confidentiality of information. The nature of the work may involve working during unpredictable periods of pressure with high call volumes. Incumbents work a staggered shift that includes days, nights, evenings, weekends and holidays. Customer Service Agents Trainees may be required to telecommute and must be able to meet the City's telework policies. In the event of an emergency or natural disaster, incumbents are required to report to work as usual and may be expected to work unusual shifts and hours.

  • Qualifications


    Six (6) months (1040 hours) of verifiable full time customer service experience directly serving a diverse population to obtain information to determine and respond to customer needs. DESIRABLE QUALIFICATIONS

    • Experience as a Customer Service Representative in a large inbound call center environment with 25 or more representatives and/or 3 years direct customer service experience
    • Strong PC skills and familiarity with software applications
    • Ability to type 30 words per minute.
    • Bilingual experience.
    • Familiarity with San Francisco Streets, Neighborhoods and Landmarks

    IMPORTANT: Your application MUST include a cover letter and resume. The cover letter must include detailed information regarding experience you possess as listed under the desirable qualifications. To upload these items, please attach using the "additional attachments" function. VERIFICATION: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at NOTE: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

    Additional Information

    • Information About The Hiring Process
    • Conviction History
    • Employee Benefits Overview
    • Equal Employment Opportunity
    • Disaster Service Worker
    • ADA Accommodation
    • Veterans Preference
    • Right to Work
    • Copies of Application Documents
    • Diversity Statement

    COMPENSATION: $35.475 hourly

    APPLICANTS ARE ENCOURAGED TO APPLY IMMEDIATELY AS THIS RECRUITMENT WILL CLOSE AT 5:00PM ON MAY 27, 2022. LATE OR INCOMPLETE SUBMISSIONS WILL NOT BE CONSIDERED. MAILED, HAND DELIVERED OR FAXED DOCUMENTS/APPLICATIONS WILL NOT BE ACCEPTED. IN LINE WITH THE OFFICIAL PUBLIC HEALTH ORDER TO SLOW THE SPREAD OF COVID-19, “SHELTER-IN-PLACE” HAS BEEN ISSUED FOR ALL SAN FRANCISCO RESIDENTS THAT IS EXPECTED TO BE IN EFFECT UNTIL FURTHER NOTICE. AS A RESULT, DEPARTMENT OF HUMAN RESOURCES (DHR)’S OFFICE (LOCATED AT 1 SOUTH VAN NESS AVENUE, 4TH FLOOR, SAN FRANCISCO, CA 94103) IS CURRENTLY CLOSED TO THE GENERAL PUBLIC. IF YOU HAVE ANY QUESTIONS, PLEASE FEEL FREE TO EMAIL THE HUMAN RESOURCES ANALYST LISTED ON THIS ANNOUNCEMENT. Applications will be screened for relevant qualifying experience, a committee of experts will evaluate the qualifications as described in this job announcement to determine only the most qualified candidates. ONLY THOSE QUALIFIED APPLICANTS WHO MOST CLOSELY MEET THE NEEDS OF THE DEPARTMENT WILL BE INVITED TO CONTINUE IN THE SELECTION PROCESS. Applicants meeting the minimum qualifications are NOT guaranteed advancement in the selection process, and the decisions of the screening committee are final. Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the Agency by phone at (415) 554-6000 or, if hearing impaired at (415) 554-6015 (TTY).

    CONDITION OF EMPLOYMENT: All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

    The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.

  • Industry
    Government Administration