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

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.