1322-Customer Service Agent Trainee

Job description

CITY AND COUNTY OF SAN FRANCISCO

DEPARTMENT OF HUMAN RESOURCES

JOB CODE TITLE: CUSTOMER SERVICE AGENT TRAINEE JOB CODE: 1322

Business Unit: COMMN

DEFINITION

Under immediate supervision from a Customer Service Agent Supervisor, the Customer Service Agent Trainees are initially trained to, and as part of the training curriculum, receive and process telephone calls 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 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 Service 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.

Demonstrated competence and successful completion of the structured training program leads to the class of Customer Service Agent. Failure to achieve demonstrated competence or the inability to complete the training program results in loss of employment.

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 at 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 Agent Trainees work a rotating shift 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.

DISTINGUISHING FEATURES

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

SUPERVISION EXERCISED: None

JOB CODE TITLE: CUSTOMER SERVICE AGENT TRAINEE JOB CODE: 1322

Business Unit: COMMN

EXAMPLES OF IMPORTANT AND ESSENTIAL DUTIES

"The class specifications shall be descriptive of the class and shall not be considered as a restriction on the assignment of duties not specifically listed" (CSC Rule 109)

1. Actively and effectively participate in training to learn customer service Call Center standards and procedures, available City services, use of telephone and Customer Service Management (CRM) computer system, and procedures for effectively receiving, processing and recording telephone calls. Achieve basic competency in these duties by the end of the training period.

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

3. Identify the type of service is 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 caller with the appropriate department's contact information, and transaction tracking number, and transfer the call to such department.

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

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

7. Perform other job related duties as assigned.

JOB RELATED AND ESSENTIAL QUALIFICATIONS:

Knowledge of: effective customer service procedures and practices.

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; learn about City services and how to select appropriate services to meet the specific needs of callers; identify calls which must be referred to 911 or to trainer/supervisor; learn to 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..

EXPERIENCE AND TRAINING GUIDELINES:

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:

JOB CODE TITLE: CUSTOMER SERVICE AGENT TRAINEE JOB CODE: 1322

Business Unit: COMMN

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.

Effective Date: 9/16/05

Amended: 5/09/06

Reason for Amendment: To change the title to reflect appropriate level and scope of classification; and to accurately reflect the duties, knowledge, abilities and experience and training guidelines defined for this classification.

Standard information

Disaster service work

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.

Historic and future compensation