Job Description

Providing quality customer service to the City of Philadelphia is the defining principle Philly311 follows when serving its customers. To support this principle the Philly311 Zero Fare Call Takers will be responsible for handling calls for the new Zero Fare Program. These Call Takers will be providing accurate information by listening to the caller and asking probing questions. The Zero Fare Call Taker is responsible for maintaining customer satisfaction. Additionally, the call taker is responsible for effectively communicating and establishing strong working relationships with other city employees, representatives of outside agencies and the public. The call taker will submit both Service Requests and Information Requests on behalf of the customer seeking assistance from the MDO - Health & Human Services dept.

This full-time exempt position supports a Contact Center that may require working extended hours such during declared emergencies and mandated events.

Essential Functions

The duties of the Zero Fare Temporary Call Taker:

• Receives customer inquiries, messages and complaints in a high-volume call center environment
• Records all customer interactions and processes service requests.
• Ask appropriate questions to identify complex or vague requests
• Dealing with escalating or difficult calls in a calm and effective way
• Identify calls which must be referred to 911 or to higher level staff
• Provide customers with service request tracking numbers, status inquiries and information regarding anticipated services request completion date
• Respect the right of privacy and maintain confidentiality of callers
• Utilize Customer Relationship Management (CRM) system, multi-screen computer systems, internet navigation, phone system, headset and office equipment
• Ensure accuracy of customer calls in our CRM
• Understand and explain applicable city regulations, policies, and procedures for services
• Meet personal/team qualitative and quantitative targets · Organize, prioritize and perform multiple tasks without immediate supervision · Work well as a team member of the Contact Center.
• Other relevant duties as assigned.

Competencies, Knowledge, Skills and Abilities

• One year of customer service experience in a high-volume call center.
• Excellent communication skills (written and oral)
• Strong organizational skills and attention to detail
• Positive and customer service focused.
• Excellent team-building, organization, and leadership skills

Qualifications

• Education equivalent to completion of the twelfth school grade or equivalent combination of education and experience determined to be acceptable by the Office of Human Resources.

Additional Information

TO APPLY: Interested candidates must submit a cover letter and resume.

Salary Range: $35,000 - $37,500

Discover the Perks of Being a City of Philadelphia Employee:

• We offer Comprehensive health coverage for employees and their eligible dependents
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available
• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Enjoy a Free Commute on SEPTA - Starting September 1, 2023 , eligible City employees will no longer have to worry about paying for SEPTA public transportation. Whether you're a full-time, part-time, or provisional employee, you can seize the opportunity to sign up for the SEPTA Key Advantage Program and receive free Key cards for free rides on SEPTA buses, trains, trolleys, and regional rails.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

_ *The successful candidate must be a city of Philadelphia resident within six months of hire_

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.gov.

For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx