JOB SUMMARY

Under general supervision, is responsible for direct customer service

activities involving the handling and intake of multi-department

requests and/or complaints regarding our clients services. Provides customers with as much information and direct service as possible without transferring the call to another person or department. Receives incoming non-emergency, public safety 311 calls. Working conditions are primarily in an office environment. Exercises no supervision.

JOB DUTIES:

• Provides direct service to 311 non-emergency public safety calls regarding our client's services, functions, etc.

• Provides direct intake for departments such as Housing & NeighborhoodServices, Animal Care Services, Solid Waste Management and Public Works.

• Provides information regarding all City departments.

• Provides coverage for Emergency Operations Center (EOC) at the 311 EOC work station and may be required to work overtime during emergencies.

• Provides information regarding activities conducted at City facilities.

• Enters customer's call information into database for call-tracking and resolution reporting.

• Provides customers with accurate information and explanation on planned course of action as a result of their call.

• Follows-up on previous calls.

• Maintains familiarity with changes in department programs and information.

• Maintains efficiency in call-taker duties as assigned.

• Provides timely and accurate information to departments as may be required.

• Performs related duties and fulfills responsibilities as required.

JOB REQUIREMENTS

• High school diploma or GED equivalent (recognized by the Texas

• Education Agency or a regional accrediting agency).

• Two (2) years of experience dealing with the public servicing

• client/customer requests.

• Knowledge, Skills, and Abilities

• Knowledge of basic telephone techniques and public relations.

• Knowledge of customer service principles.

• Ability to operate a computer keyboard and other basic office equipment.

• Skill in utilizing a personal computer and associated software programs.

• Ability to learn City departments, services, policies, and procedures.

• Ability to assist irate citizens with tact.

• Ability to respond to inquiries, complaints, and requests.

• Ability to communicate clearly and effectively, verbally.

• Ability to establish and maintain effective working relationships with City staff and the general public.

WORK SCHEDULE:

 Monday -Friday : Hours must be available between   7am-7pm.  (there are 2 shifts).

Training will be required for the 1st 6 weeks.  Must be able to attend training from 8:00am - 5:00pm 

Upon completion of training, schedule will be provided