Career Opportunity

Customer Service Agent – 311 Call Center – Office of the City Administrator (1324) – (134604)

Recruitment: RTF0134519-01101430

Published: July 17, 2023

Accepting applications until: July 24, 2023

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

About:

This is a Position-Based Test conducted in accordance with CSC Rule 111A. 

Specific information regarding this recruitment process are listed below: 

• Application Opening: July 17, 2023
• Application Deadline: July 24, 2023
• Compensation Range: $82,030 - $99,736 annually 
• Recruitment ID: #134604 

SF 311 provides 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: 

• Serves as a single point of entry for and resolution of information and service requests 
• Continually integrates updated information from across the government 
• Enables improved government service delivery through performance reporting and analysis 
• Supports emergency response for the government and community through information and communications 

We offer flexibility with a hybrid remote and in-person work environment in our office in San Francisco, California. (Must be a California resident.)  

Role description

Under general supervision from a Customer Service Agent Supervisor, the Customer Service Agents receive and process telephone calls 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 include 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

MINIMUM QUALIFICATIONS 

Experience: 
Successful completion of the 1322 Customer Service Agent Trainee program. 

Note(s): 
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 current 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 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 at this link: https://careers.sf.gov/interest/. Then, select the “Notify me of jobs” button, provide your information and when asked for a keyword, enter the job code “1322”.

Verification: 
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: City Administrator Office Human Resources, Attn: 1324 Exam, 1155 Market Street, 4th Floor, San Francisco, CA 94103. 
 
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements 

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. 

Resumes will not be accepted in lieu of a completed City and County of San Francisco application. 

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

What else should I know?

SELECTION PROCEDURE/EXAMINATION REQUIREMENTS 
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following: 

Minimum Qualification Supplemental Questionnaire (MQSQ): 
Candidates will be required to complete a MQSQ 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 Evaluation (Weight 100%):  
Candidates deemed to meet the minimum qualifications will be invited to participate in a supplemental questionnaire evaluation designed to measure their relative knowledge, skills and abilities in job-related areas, which may include, but not be limited to: knowledge of telephone and computer systems, methods and techniques needed to operate equipment utilized by the 311 Non-Emergency Call Center; 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; work harmoniously and cooperatively with departmental staff and callers from a variety of cultural and socioeconomic backgrounds; effectively work on pressure including calmly and effectively dealing with escalating or difficult calls; ask appropriate questions to identify complex requests for City services and information; and identify calls which much be referred to 911 or to a trainer/supervisor; respect the right of privacy and maintain confidentiality of callers; understand and follow instructions; listen, type, speak at the same time with a pleasant voice; and operate a computer terminal and keyboard.  

A passing score must be achieved on the supplemental questionnaire in order to be ranked on the eligible list. 

Additional information/What else should I know? 

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. 

To find Departments which use this classification, please see: https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2022-23.pdf. 

Terms of Announcement and Appeal Rights: 
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 https://careers.sf.gov. 

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. 

Additional Information Regarding Employment with the City and County of San Francisco: 

• 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 

HOW TO APPLY: 
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.sf.gov and begin the application process. 

• Select the "Apply Now" button or “I’m Interested” button and follow instructions on the screen 

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, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.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 your information will be kept confidential according to EEO guidelines. 

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst at Rosalie.Platzer@sfgov.org. 

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.