1324 Customer Service Agent

Recruitment #PBT-1324-097435


This is a Position Based Test conducted in accordance with Civil Service Rule 111A.

Under general supervision from a Customer Service Agent Supervisor, the Customer Service Agents receive and process telephone calls or face to face inquiries 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.

Working Conditions: 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.

Minimum Qualifications

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.

General Notes:
1. There is no substitution or waiver granted for the required successful completion of the CCSF 1322 Training Program. 
2. Completion of the CCSF 1322 Training Program and lifting of waiver on the eligible list does not guarantee appointment in class 1324.
3. To be notified of the upcoming recruitment for class 1322 Customer Service Agent Trainee, please follow these instructions:

Click on this link: http://www.jobaps.com/sf/sup/images/default.asp
Click on the Notify Me of New Jobs option.
Type in the Search Job Description Area: 1322 Customer Service Agent Trainee
Click on the Search Button
Double click on the job code and title that pops up
Click on the section that reads: Email when a job opens for the above position
Enter your email address
Click on the next button to receive confirmation of your request.

How To Apply

Applications for City and County of San Francisco jobs are being accepted through an online process. Visit www.jobaps.com/sf to begin the application process by registering an account.

  • Click and select the 1324 Customer Service Agent
  • Click on “Apply” and read and acknowledge the information
  • Click on “I am a New User”
  • Follow instructions given on the screen

Computer kiosks are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file on-line applications in the lobby of the Department of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103.

Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

Interested candidates are encouraged to apply immediately. If you have any questions regarding this recruitment or application process, please contact the exam analyst, Angie Ignao, at (415) 554-6107,or via email to: angie.ignao@sfdpw.org.

Resumes may be attached to the application; however, resumes will not be accepted in lieu of a completed City and County of San Francisco application.


Certification (proof) of completion of CCSF 1322 Training Program must be submitted with the application at the time of application, or received/faxed at 415-554-6042 by the filing deadline at: GSA Human Resources, Attn: 1324 Exam, 1155 Market Street, 4th Floor, San Francisco, CA 94103. Applicants may be required to submit verification of the qualifying experience, at any point in the application, examination or departmental selection process. Resumes will not be accepted in lieu of verification of qualifying experience and education.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

Selection Procedures

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying):
Applicants will be sent a supplemental questionnaire as part of the online employment application. It is essential that applicants provide complete information in identifying their education, experience, training and/or licensure, consistent with the information provided on their application. The supplemental questionnaire will be used to evaluate whether applicants meet the minimum qualifications for this position. Applicants must also complete the official application. The information in the supplemental questionnaire will not be scored and is collected for informational purposes.

Written Multiple Choice Exam (Weight: 20%) 
Candidates deemed eligible will be invited to the participate in a written multiple choice examination. The written multiple choice examination is designed to measure knowledge, skills and/or abilities in job-related areas which may include, but is not limited to the following: knowledge of telephone and computer systems, methods and techniques; human relations ability; ability to effectively work under pressure; ability to ask appropriate questions; ability to work harmoniously and cooperatively with departmental staff and callers from a variety of cultural and socioeconomic backgrounds; oral communication, computer ability.

This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review.

Written Exam (Weight: 80%) 
Candidates deemed eligible will be invited to participate in the written examination, designed to measure knowledge, skills and/or abilities in job-related areas which may include, but is not limited to the following: knowledge of telephone and computer systems, methods and techniques needed to operate equipment utilized by the 311 Non-Emergency Call Center; knowledge of available City services and how to select appropriate services to meet the specific needs of callers; human relations ability; ability to effectively work under pressure; ability to ask appropriate questions; ability to work harmoniously and cooperatively with departmental staff and callers from a variety of cultural and socioeconomic backgrounds; oral communication computer ability.

Candidates must achieve a passing score on both the Written Multiple-Choice and Written Exams in order to be ranked on the eligible list.

The certification rule for the ranked eligible lists resulting from this examination will be Rule of Ten Scores. The department may administer additional position-specific selection procedures to make final hiring decisions.

Eligible List/Score Report
A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be 6 months and may be extended with the approval of the Human Resources Director.

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/ASO-Level-Chart.pdf?documentID=21246.

Conviction History

As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

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.


Medical Examination:
Prior to appointment, candidates must successfully pass a medical examination to determine his/her ability to perform the essential functions of the job and/or the ability to meet the physical minimum requirements..

Reasonable Accommodation Request:
Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

Veteran’s Preference: Information regarding requests for Veterans Preference can be found at: http://www.sfdhr.org/index.aspx?page=20#veteranspreference

General Information concerning City and County of San Francisco Employment Policies and Procedures: http://www.sfdhr.org/index.aspx?page=20

Terms of the Announcement:
Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

Right to Work: http://www.sfdhr.org/index.aspx?page=20#identification
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States

Issued: July 16, 2019

Micki Callahan, Human Resources Director
Department of Human Resources
Recruitment ID No: PBT-1324-097435
GSA - AI (415) 554-6107


All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


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