Customer Service Agent Trainee *Multiple Vacancies* (Communications & Customer Experience [CCX] Dept.) (Non-Civil Service)

Welcome to the City of Dallas!

The City of Dallas is one of the largest employers in the DFW Metroplex.

We offer growth opportunities and a chance to make a difference in our community.

What do we offer?

A competitive salary, five-year vested pension plan, great benefits package that includes health, vision and dental insurance, pet insurance, tuition reimbursement, qualifying childcare assistance, paid time off and more.

Join our diverse workforce and help us in providing excellent service to the residents of Dallas while building a rewarding career.

Job Summary

The 311 Customer Service Agent Trainee trains to assist, support, and handle non-emergency communications and responses to residents requesting city services. Interacts with residents making various requests, takes calls where appropriate, and directs inquiries to field staff.

Overview

Job Description

Essential Functions

1 Supports call center operations and customer service activities; receives and responds to non-emergency calls from residents; learns to generate appropriate service requests and participates in the dispatching of appropriate crews and equipment.

2 Interacts, communicates, and assists residents requesting services; explains and interprets City policies and procedures, addresses service requests and concerns, and directs customers to necessary parties to resolve problems and provide assistance.

3 Provides follow up to resident requests; ensures field techs have been dispatched and situations have been resolved in a timely and effective manner; addresses utility concerns, neighborhood or City inquiries, or other non-emergency concerns.

4 Receives, prioritizes, and dispatches non-emergency service requests to City field staff; interacts and engages with different levels of management to resolve or report an issue; develops competency and experience through effective training and participation in residents’ concerns.

5 Inputs and transmits call information entering incident data in system to ensure documentation of incident and transmittal to dispatcher for prompt response.

6 Interviews callers to obtain all necessary information to ensure an appropriate response to situation and document an accurate and complete report of the incident, situation, or service request.

7 Dispatches and processes non-emergency type of city service requests or concerns from residents in areas such as requests for water turn-ons, or calls involving flooding conditions, signal outage, potholes, water meter breakage, junk motor vehicle removal, or apartment complaint; provides general information and educates residents on City resources, programs, and services available.

8 Maintains numerous record logs for time, identification, and type of service provided.

9 Performs all other work as needed or assigned.

Minimum Qualifications

Education

High School Diploma or GED.

Experience

None

Licenses and Certifications

None

Knowledge, Skills And Abilities

1 Knowledge of City services and programs.

2 Knowledge of telephone etiquette and procedures.

3 Knowledge of customer service policies, procedures, and guidelines.

4 Ability to handle large call volumes, identify resources, and provide the correct responses.

5 Ability to dispatch non-emergency calls to address situations.

6 Ability to apply policies and procedures quickly and effectively.

7 Ability to receive and handle complaints, requests, and information.

8 Ability to perform data entry and work processing.

9 Ability to learn and gain experience through collaborative efforts with other Agents.

10 Communicating effectively verbally and in writing.

11 Establishing and maintaining effective working relationships.

Salary Range

$19.83 - $20.94

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer and values diversity at all levels of its workforce.