311 Call Center Representative



JOB CODE: 2000

PAY GRADE: 1120

SALARY RANGE: $25,246 - $42,971

LOCATION OF WORK
Office of Business Operations and Capital Programs

GENERAL DESCRIPTION
Under the direction of the 311 Call Center Manager, performs responsible clerical/customer service work involving the receipt of complaints and requests for services from the public regarding the non-emergency operations of the City-Parish government. An employee of this classification may be required to work days, nights and/or weekends. Work involves the use of independent judgment within established guidelines and is reviewed daily through personal observation for results obtained. Performs other work as requested.

ESSENTIAL WORK TASKS
Receives and screens telephone calls and e-mail notifications; evaluates the needs of the customer; determines most effective method of servicing requests and call priority. Categorizes and codes complaints for data entry; performs data entry functions to record information; maintains numerous record logs. Provides general information to customers for various City-Parish services or transfers calls to appropriate departments/divisions. Researches requests, problems, and complaints and initiates appropriate action. Consults with other departments/divisions regarding resolution of complaints and requests for services from the general public.

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of the functions and operations of City-Parish departments/divisions and agencies. Knowledge of modern office practices, procedures, and equipment. Skill in the use of computer terminals and related data entry equipment. Ability to maintain clerical records. Ability to deal with the public with tact and courtesy. Ability to understand, explain and apply policies, procedures and regulations. Ability to express ideas, clearly and concisely. Ability to establish and maintain effective working relationships with other employees and the general public. Ability to apply good work habits such as punctuality, reliability, preciseness, and dependability in order to effectively complete assigned tasks and contribute to the smooth operation of the department and division.

MINIMUM REQUIREMENTS

EDUCATIONAL AND EXPERIENCE
High school diploma, GED, HiSET, or equivalent certificate of competency, and three years of experience involving customer service and/or clerical duties.

SUBSTITUTIONS
Any equivalent combination of education and experience.

CERTIFICATIONS / LICENSES / REGISTRATIONS
(Unless otherwise specified below, must possess at the time of appointment and must be maintained current throughout employment in this classification.) None.

OTHER JOB ASPECTS
None.


NOTE:
The work examples described in this specification are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from job performance requirements if the work is similar, related, or a logical assignment to the job.