Customer Service Agent Trainee - 311 Customer Service Center - Administrative Services (1322)

City and County of San Francisco
Sanfrancisco, CA
08 Nov 2024

Vacancy expired!

Job Description

SALARY RANGE: $35.30 Hourly

APPOINTMENT TYPE:

EXEMPT. Exempt employees are considered “at will” and serve at the discretion of the Appointing Officer.

VACANCIES: Position vacancies exist for temporary exempt, as-needed (AN) opportunities.

EXAMPLE OF DUTIES: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.

Incumbents will be trained as primary call takers for the 311 Call 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 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 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.

Qualifications

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.

DESIRABLE QUALIFICATIONS:

  • 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.
  • Bilingual experience.
  • Familiarity with San Francisco Streets, Neighborhoods and Landmarks

Important Note: You must submit a cover letter with your online application at the time of filing. Cover letter must include detailed information regarding experience you possess as listed under the desirable qualifications.

VERIFICATION:Verification of the qualifying experience may be required at any point in the application or selection process. When requested, verification of qualifying experience must be signed by the employer or the employer’s authorized representative on the employer's business letterhead and must include the name of the applicant, job title(s), dates of employment, description of job duties performed. Employees of the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. Verification may be waived if impossible to obtain. The applicant must submit a signed statement explaining why verification cannot be obtained. Waiver requests will be considered on a case-by-case basis. Failure to submit the required verification or waiver request, when requested, may result in disqualification or ineligibility for employment.

Additional Information

SELECTION PROCEDURE:In the event of a large applicant pool, a committee of experts may evaluate the qualifications as described in this examination announcement to determine only the most qualified candidates.

Only those qualified applicants who most closely meet the needs of the department will be invited to continue in the selection process. Applicants meeting the minimum qualifications are NOT guaranteed advancement in the selection process, and the decisions of the screening committee are final.

NOTES:1.Applicants are advised to keep copies of all documents submitted.2.Applicants with disabilities requiring reasonable accommodation for this application/selection process must contact the Office of the City AdministratorHuman Resources Office at (415) 554-6000 as soon as possible.

MINORITIES, WOMEN AND PERSONS WITH DISABILITIES ARE ENCOURAGED TO APPLYAN EQUAL OPPORTUNITY EMPLOYER

All your information will be kept confidential according to EEO guidelines.

CONDITION OF EMPLOYMENT: All City and County of San Francisco employees are required to be vaccinated against COVID-19 as a condition of employment. For details on how it is applicable to your employment, please clickhere.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.

  • ID: #22405840
  • State: California Sanfrancisco 94102 Sanfrancisco USA
  • City: Sanfrancisco
  • Salary: USD TBD TBD
  • Job type: Intern
  • Showed: 2021-11-08
  • Deadline: 2022-01-05
  • Category: Et cetera