Under general supervision from a Customer Service Agent Supervisor, the Customer Service Agents receive and process telephone calls from the general public requesting government services and information in a professional and courteous manner. Essential functions include: receiving calls, identifying the type of service being requested by listening, asking relevant questions, evaluating information obtained; entering call information into a computer terminal; and referring callers to appropriate and available City services.
The 311 Call Center operates 24 hours a day, 7 days per week. Incumbents must maintain knowledge and understanding of policies and procedures for the 311 Call Center; operate a computer terminal; maintain the confidentiality of information; and utilize a multi-screen computer system, mouse, phone system and headset while receiving call from the general public. Incumbents work staggered shifts that includes evenings, weekends and holidays. 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.
Successful completion of the City and County of San Francisco (CCSF) 1322 Customer Service Agent Trainee Training Program with 311 (see Notes below)
Applicants MUST be incumbents OR have been previously employed in Class 1322 Customer Service Agent Trainee and MUST be undergoing or completed the CCSF 1322 Training Program. Applications of CCSF 1322 Trainees will be conditionally qualified and placed under waiver on an eligible list pending successful completion of the Training Program.
Applications of Non-CCSF 1322 Trainees will be rejected. Individuals interested in applying to the 1322 Customer Service Agent Trainee Program, please read information provided on item number 3 of the General Notes Section.