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.
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.
Incumbents work with increased independence as training progresses. 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.
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.
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.
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.