City and County of San Francisco

Under immediate supervision from a Customer Service Representative Supervisor, the Customer Service Representative Trainees are initially trained to, and as part of the training curriculum, receive and process queries from the general public requesting government services and information. Incumbents identify the type of service being requested by listening, asking relevant questions, evaluating information obtained and referring customers to appropriate and available City services. Incumbents work with increased independence as training progresses. Incumbents will be trained as primary customer service representatives on how to operate necessary customer management software or information systems that track 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 communicating and processing customer requests. Demonstrated competence and successful completion of the structured training program leads to the class of Customer Service Representative. Failure to achieve demonstrated competence or the inability to complete the training program results in loss of employment. Incumbents must demonstrate and communicate a knowledge and understanding of policies and procedures to customers; listen, speak, type at a computer terminal / kiosk, and interact with customers for prolonged periods of time; walk or stand for prolonged periods of time; utilize necessary computer database systems; operate mobile devices, computer, and computer programs, phones and queue management systems while assisting the public; and uphold confidentiality of information. The nature of the work may involve working during unpredictable periods of pressure and stress with high customer volumes. Customer Service Representative Trainees work a rotating shift that may include 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.

The Customer Service Representative Trainee class is the entry level class in the Customer Service Representative class series and incumbents in this class are provided on-the-job training and experience as customer service representatives under close supervision. This class is distinguished from the Customer Service Representative class by the latter's performance of customer service functions under general supervision, receiving only occasional instruction and assistance. Appointments in this class are exempt.

None

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1. Actively and effectively participate in training to learn customer service standards and procedures, available City services, use of necessary computer systems, and procedures for effectively receiving, and processing customer service requests. Achieve competency in these duties by the end of the training period.
2. Receive queries from the general public requesting City services or information.
3. Identify the type of service being requested by listening, asking relevant questions, evaluating information obtained and determine the type(s) of City services available to successfully handle the request.
4. Provide customer with the appropriate department's contact information, relevant tracking numbers, and provide appropriate transition to relevant departments and / or staff such as walking a customer physically to another location within the building.
5. Enter or look up customer information such as name, address, phone number, nature of request, status of city service, etc. into relevant applications/software systems.
6. Perform other job related duties as assigned.

Knowledge of: effective customer service procedures and practices.

Ability or Skill to: deal courteously, effectively and tactfully with the general public and others; effectively work under pressure including calmly and effectively dealing with escalating or difficult situations; ask appropriate questions to identify complex requests for City services and information; learn about City services and how to select appropriate services to meet the specific needs of customers; identify queries which must be referred to trainer/supervisor; learn to operate phones and computers; listen, type, speak at the same time; stand, sit, or walk while providing in person customer service continuously for long periods of time; approach members of the public who appear to need assistance and ask questions to understand their needs; speak with a pleasant and clear voice; work harmoniously and cooperatively with departmental staff and customers from a variety of cultural and socioeconomic backgrounds; respect the right of privacy and maintain confidentiality of customers; and be attentive to and accurately record details of interactions and referrals.

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement. 

Education:  

Experience:
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: 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.

License and Certification:  

Substitution: 

SUPPLEMENTAL INFORMATION
PROMOTIVE LINES
ORIGINATION DATE:	10/03/19
AMENDED DATE:
REASON FOR AMENDMENT:	To accurately reflect the current tasks, knowledge, skills & abilities, and minimum qualifications.
Business unit(s):	COMMN