311 CALL TAKER
Recruitment #2301-0152-001
Date Opened | 1/13/2023 12:01:00 PM |
---|---|
Close Date | 1/29/2023 11:59:00 PM |
HR Analyst | Derrick Snyder |
Analyst Phone/Email | 520-837-4165/Derrick.snyder@tucsonaz.gov |
Salary | $15.60 - $19.04/hour In Accordance with Administrative Directives |
Salary Grade | 102 |
Department | Public Safety Communications Department |
Job Type | Open to All Applicants (External, Internal) |
Employment Type |
Full-Time
|
HR Tech | Antigone Ibrahim |
Public
Safety Communications Customer Service Representatives will be trained to
answer and respond to 311 calls and provide a single point of contact for all
non-emergency City services
Applicants please consider the
following job elements before submitting an application:
§ This is a very rewarding and satisfying career for
many, as it provides a way to help others in our community.
§ The department is a 24/7 operation and incumbents will be
required to work rotating shifts, weekends and holidays. Overtime will be
required as necessary.
§ Incumbents will provide customer service to citizens related to
non-emergency City services.
The City of Tucson offers a
wide range of generous benefits for eligible employees. Some of those benefits
include:
§ Medical: Choice between a high deductible plan (HSA or HRA), or
Network plan
§ Dental: Choice between a national dental PPO and a local dental
HMO
§ Vision: Coverage for annual eye exam and glasses or contacts, plus
LASIK
§ Life: City-paid coverage for you & dependents, plus option to
buy more
§ Long-Term Disability: Income replacement of up to 60% of your base
salary in the event of a qualifying disability
§ Employee Assistance Program: Enhance your wellbeing when life
doesn’t go as planned
§ Flexible Spending: Pay for qualified health and dependent care
expenses using pretax dollars
§ Colonial Voluntary Benefits: Financial help in the event of
cancer, hospitalization, accident, more
Your Security and Future
§ Pension: Generous pension plans that help employees retire more
comfortably
§ Deferred Compensation: Save more toward a comfortable retirement
with a 457(b) plan
§ Training & Tuition Assistance: Pursue your dream through
internal training or financial help toward a degree
§ Back-Up Care: Care for your loved ones when your regular care is
unavailable
Your Peace of Mind
§ Paid Parental Leave: Six (6) weeks paid leave when you welcome a
child, plus other generous leave policies for FML, Medical and USERRA
§ Paid Time Away: New hires enjoy 37 days of paid time off in the
first year, with time increasing steadily thereafter (In year one: 13 accrued
days of vacation, 13 accrued days of sick leave, and 11 paid holidays)
§ Employee Discounts: Generous discounts, ranging from car rentals
to computers, gifts to groceries, electronics to entertainment
§ Social Connectedness: Forge connections with the community we
serve through paid volunteerism and payroll deducted charitable giving
For a full description of benefits offered to eligible employees,
or to inquire further about the City of Tucson's benefits options, please
visit: https://www.tucsonaz.gov/hr/employee-benefit-snapshot
Public Safety Customer Service Representatives provide
customer service to citizens related to non-emergency City services. Incumbents
will be required to work rotating shifts, weekends and holiday hours.
Customer
Service Representatives provide customer service to citizens related to a
variety of issues. Some departments are a 24/7 operation and
incumbents will be required to work rotating shifts, weekends and holidays
others are during normal business hours.
Examples of essential duties may
include but are not limited to:
§ Provides customer service by answering telephones, providing
information, processes applications for service, responding to service
requests, researching inquiries and discrepancies, following up on complaints
and concerns and coordinating and communicating with field personnel and other
city departments.
§ Performs clerical duties by preparing and maintaining files,
records and logs, picking up and distributing mail, maintaining, and ordering
supplies, entering and correcting information in the computer system,
completing, distributing, and processing work orders, transcribing documents,
processing timecards and payroll, maintaining schedules and calendars,
preparing travel orders, correspondence, purchase orders, and various reports
and forms, processing various customer billings, copying, faxing, accepting
deliveries, and notifying appropriate staff.
§ Provides information and responds to inquiries regarding city
programs and services.
§ Relays calls of an emergency nature to 9-1-1 public safety communication
personnel.
§ Utilizes maps for research and to dispatch non-emergency calls to
various city departments
§ Handled and resolves internal and external customer complaints or
inquiries including follow-up both written and verbal.
§ Maintains confidentiality enters data; performs clerical duties,
completes projects and training.
§ Performs related duties such as: processing reservations and
training requests, inputting, processing, and issuing permits, licenses, and
applications, assigning cases, inspecting, and cutting film, receiving and
processing plans, certifying truck weights, accepting and sorting household and
automotive wastes, ordering garbage and recycling containers, translating as
necessary, coordinating training classes, maintaining parking administration
waiting lists, tickers, payments and permits and maintaining vending machines.
§ This class performs related duties as assigned. The duties
listed above are intended only as general illustration of the various types of
work that my be performed. Job descriptions are subject to change by
the City as the needs of the City and requirements of the job change.
Minimum Education Level & Type: High School Diploma or
G.E.D. Minimum Experience Qualifications: At least 1 year experience in
customer service and operation of a computer and office equipment
Multi-language preference
As part
of the online application process all applicants are required to
submit their resume under the "other" tab or email the document to
derrick.snyder@tucsonaz.gov prior to the close date of the job
posting. Please ensure your application contains the required documents
prior to submission.
Applications
received without a resume will be considered incomplete and will not
receive further consideration.
Applicants
who successfully complete an employment application and meet the minimum
qualifications will be evaluated on the education and work experience in their
employment profile and the responses to their supplemental questions.
Applicants will then be asked to complete a online typing and practical
test.
The
highest scoring applicants will then be invited to participate in an Panel
Board interview.
Upon completion of all examination
processes, the highest scoring applicants will be placed on the Civil Service
Employment List. An applicant's ranking on the Civil Service list will be
based on their final score which will be calculated as:
· 10% of the rating for
education and work experience
· 40% of the rating for the
practical test
· 50% of the rating for the
panel board interview
Hiring interviews may be conducted.
Candidates selected for hire from the Employment List may be subject to the following: An extensive background investigation, including local, state and national criminal fingerprint checks, personal and professional references, medical pre-employment testing, and polygraph.
Veterans, Native American, or Disability
preference points will be added to the achieved score for those that are placed
on the Civil Service Employment List. If you qualify for Veteran or
Native American preference points as outlined in your Employment Profile, you
must submit your documentation at the time of the Oral Board interview or email
it to PSCD_HR@tucsonaz.gov. Copies of DD214s must reflect a
characterization of service.
Applicants requiring an accommodation
in accordance with the American with Disabilities Act for any of the applicant
evaluations must contact Derrick Snyder at 520.837.4165 at least 48 hours prior
to the particular evaluation.
Non-NIDA Drug Test, Long Form Hearing test and physical
To ensure accurate payroll
information for tax purposes, the successful candidate will need to provide
their original Social Security Card or original letter from the Social Security
Administration with their social security number prior to beginning work with
the City of Tucson.
The City of Tucson hires lawful workers only - US citizens or nationals and non-citizens with valid work authorization - without discrimination. Federal immigration laws require all employers to verify both the identity and employment eligibility of all persons hired to work in the United States. In its efforts to meet the law's requirements, the City of Tucson participates in the E-Verify program established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to aid employers in verifying the eligibility of workers.
Retired City of Tucson employees receiving benefits from the Tucson Supplemental Retirement System who are considering reemployment with the City should be aware that pursuant to Section 22-37(g) of the Tucson City Code, retirement benefits shall be suspended during the period of reemployment with the City of Tucson unless you have been separated at least twelve consecutive months before returning to work AND you return to a non-permanent employment classification. Creditable service does not accrue during any reemployment period.