Website City and County of San Francisco
Under immediate supervision from a Customer Service Agent Supervisor, the Customer Service Agent Trainees are 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.
The 311 Call 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 Agent 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.
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.
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.
Familiarity with San Francisco Streets, Neighborhoods and Landmarks
Company: City and County of San Francisco
Vacancy Type: Full Time
Job Location: San Jose, CA, US
Application Deadline: N/A