1322 Customer Service Agent Trainee

Recruitment #TEX-1322-903796


APPOINTMENT TYPE:  EXEMPT.  Exempt employees are considered “at will” and serve at the discretion of the Appointing Officer.  

VACANCIES:  Position vacancies exist for temporary exempt, as-needed (AN) opportunities.

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. Essential functions include: receiving calls; identifying the type of service being requested by listening and asking relevant questions; evaluating information obtained; entering call information into a computer terminal; and referring callers to appropriate and available City services.  Incumbents work with increased independence as training progresses.  

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.  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 receiving, processing and recording telephone calls.

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.

Working Conditions:
The 311 Call Center operates 24 hours a day, 7 days per week.  Incumbents must maintain a knowledge and understanding of policies and procedures for the 311 Call Center; sit at a workstation, operating a computer terminal, for prolonged periods of time; utilize a multi-screen computer system, mouse, phone system and headset while receiving calls from the general public; and uphold the confidentiality of information. The nature of the work may involve working during unpredictable periods of pressure with high call volumes. Incumbents work a staggered shift that includes days, nights, 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

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.
  • Familiarity with San Francisco Streets, Neighborhoods and Landmarks

How To Apply

Applications for this recruitment process will be accepted from September 13, 2019, 5:00 p.m. through September 20, 2019, 5:00 p.m.  Applications for City and County of San Francisco jobs are being accepted through an online process only.  Visit www.jobaps.com/sf to begin the application process by registering an account.

  • Click and select the 1322 Customer Service Agent Trainee
  • Click on "Apply" and read and acknowledge the information
  • Click on "I am a New User"
  • Follow instructions given on the screen

Important Note:  You must submit a cover letter with your online application at the time of filing. Cover letter must include detailed information regarding experience you possess as listed under the desirable qualifications.   

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.   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.

If you have any questions regarding this recruitment or application process, please contact the General Services Human Resources Office at (415) 554-6000.

Verification of the qualifying experience may be required at any point in the application or selection process. When requested, verification of qualifying experience must be signed by the employer or the employer’s authorized representative on the employer's business letterhead and must include the name of the applicant, job title(s), dates of employment, description of job duties performed. Employees of the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience.  Verification may be waived if impossible to obtain. The applicant must submit a signed statement explaining why verification cannot be obtained. Waiver requests will be considered on a case-by-case basis. Failure to submit the required verification or waiver request, when requested, may result in disqualification or ineligibility for employment.  

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

In the event of a large applicant pool, a committee of experts may evaluate the qualifications as described in this examination announcement to determine only the most qualified candidates. Only those qualified applicants who most closely meet the needs of the department will be invited to continue in the selection process. Applicants meeting the minimum qualifications are NOT guaranteed advancement in the selection process, and the decisions of the screening committee are final.  


1.   Applicants are advised to keep copies of all documents submitted.

2.  Applicants with disabilities requiring reasonable accommodation for this application/selection process must contact the General Services Agency Human Resources Office at (415) 554-6000 as soon as possible.


Issued: 9/13/19-9/20/19 (TEX-1322-903796)
GSA HR/311 – (415) 554-6000

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.


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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