Career Opportunity

Customer Service Agent, 311 Customer Service Center (1324)

Recruitment: REF11289R

Published: June 04, 2022

Apply using SmartRecruiters, the City and County of San Francisco's application portal.

About:

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

Mission Statement:  Provide a prompt, courteous, and professional customer service experience 24 hours a day to San Francisco residents, visitors, and businesses seeking general information, enabling the government to be transparent, responsive, effective, and efficient.

• Serve as a single point of entry for and resolution of information and service requests
• Continually integrate updated information from across the government
• Enable improved government service delivery through performance reporting and analysis
• Support emergency response for the government and community through information and communications

Role description

Under general supervision from a Customer Service Agent Supervisor, the 1324 Customer Service Agent receive and process telephone calls from the general public requesting government services and information in a professional and courteous manner. Incumbents identify the type of service being requested by listening, asking relevant questions, evaluating information obtained and refer callers to appropriate and available City services. 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 on 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 Agents work a rotating shift that includes evening, 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.

Essential Functions

1. Receive calls from the general public requesting City services or information.
2. Identify the type of service is being requested by listening, asking relevant questions, evaluating information obtained and determine what type(s) of City services are available to successfully handle the request.
3. Provide callers with appropriate department's contact information, a transaction tracking number, and transfer the call to such department.
4. Enter caller information such as name, address, phone number, nature of request, etc. into the Customer Relationship Management (CRM) application/software.
5. Assist in the training of Customer Service Agent Trainees on how to appropriately receive, assess and refer/route telephone calls from the general public.
6. Transfer calls for fire or emergency assistance to 911. (Fire and Emergency Dispatch)
7. Perform other job related duties as assigned.

Working Conditions: The 311 Customer Service 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.  Customer Service Agents may be required to telecommute and must be able to meet the City's telework policies. 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.

How to qualify

Successful completion of the City and County of San Francisco (CCSF) 1322 Customer Service Agent Trainee Training Program with the 311 Customer Service Center (see Notes below)

Note:  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 for CCSF 1322 Trainees will be conditionally qualified and placed under waiver on an eligible list pending successful completion of the Training Program.

Applications for 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 below.

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: https://careers.sf.gov/interest/
• Click on the 'Notify Me of Jobs" in the upper right corner of the page
• Insert your first name, last name, and email address, and type in the "Keyword" Area: Customer Service Agent Trainee
• Click on the "Create Job Alert" button to confirm your request.

Important: Your application MUST include a resume.  To upload these item(s), please attach using the "additional attachments" function.

Verification: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456.

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. 

What else should I know?

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

Compensation:  $76,024 - $92,430 annually

Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before June 10, 2022.

Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice. As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.

Selection Procedures

Minimum Qualification Supplemental Questionnaire (MQSQ) (Weight: Qualifying)

Candidates will be sent a Supplemental Questionnaire as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications(MQ) for this position.  The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Supplemental Questionnaire (Weight: 100%)

Applicants who meet the minimum qualifications will be invited to participate in an written examination to determine their relative knowledge, skills, and abilities in job-related areas which may include, but are not limited to:

Knowledge of: telephone and computer systems, methods and techniques needed to operate equipment utilized by the 311 Non-Emergency Call Center; and available City services and how to select appropriate services to meet the specific needs of callers.

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; identify calls which must be referred to 911 or to trainer/supervisor; 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..

Certification Rule

The certification rule for the eligible list resulting from this examination will be the Rule of Three pending approval on expansion.  The hiring departments may conduct additional selection processes to make final hiring decisions.

Eligible List

The purpose of an examination is to provide a list of qualified persons to be considered for employment. Candidates are ranked on an eligible list according to their overall scores in the examination. The eligible list 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 six (6) months, and may be extended with the approval of the Human Resources Director.

Additional Information

Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the Agency by phone at (415) 554-6000 or, if hearing impaired at (415) 554-6015 (TTY).

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.