City and County of San Francisco

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. Incumbents identify the type of service being requested by listening, asking relevant questions, evaluating information obtained and refer callers to appropriate and available City services. The 311 Call Center operates 24 hours a day, 7 days a week. Incumbents must maintain a knowledge and understanding of policies and procedures for the 311 Call Center; listen , speak and type on a computer terminal for prolonged periods of time; utilize a multi-screen computer system, mouse, phone system and headset while receiving calls from the public; and uphold confidentiality of information. The nature of the work may involve working during unpredictable periods of pressure with high call volume. Customer Service Agents work a rotating shift that includes evening, 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.

The Customer Service Agent class is the journey level class in the Customer Service Agent class series and incumbents in this class perform call taking functions under general supervision, receiving only occasional instruction and assistance. This class is distinguished from the Customer Service Agent Supervisor class by the latter's responsibility of supervising Customer Service Agents and Customer Service Agent Trainees and investigating and resolving escalated or difficult customer service complaints.

None

1. Receive calls from the general public requesting City services or information.

2. Identify the type of service is being requested by listening, asking relevant questions, evaluating information obtained and determine what type(s) of City services are available to successfully handle the request.

3. Provide callers with appropriate department's contact information, a transaction tracking number, and transfer the call to such department.

4. Enter caller information such as name, address, phone number, nature of request, etc. into the Customer Relationship Management (CRM) application/software.

5. Assist in the training of Customer Service Agent Trainees on how to appropriately receive, assess and refer/route telephone calls from the general public.

6. Transfer calls for fire or emergency assistance to 911. (Fire and Emergency Dispatch)

7. Perform other job related duties as assigned.

Knowledge of: telephone and computer systems, methods and techniques needed to operate equipment utilized by the 311 Non-Emergency Call Center; and available City services and how to select appropriate services to meet the specific needs of callers.

Ability to: deal courteously, effectively and tactfully with the general public and others while using a voice telecommunication system; effectively work under pressure including calmly and effectively dealing with escalating or difficult calls; ask appropriate questions to identify complex requests for City services and information; identify calls which must be referred to 911 or to trainer/supervisor; operate a computer terminal and keyboard; listen, type, speak at the same time; speak with a pleasant and clear voice; work harmoniously and cooperatively with departmental staff and callers from a variety of cultural and socioeconomic backgrounds; respect the right of privacy and maintain confidentiality of callers; and be attentive to, and accurately record details of calls and referrals..

Any combination equivalent to experience and training that would provide the required knowledge, skills and abilities would be qualifying. A typical way to obtain the knowledge, skills and abilities would be: Successful completion of the 1322 Customer Service Agent Trainee program.

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.