Position Overview:

This position is responsible for collecting and processing public and in-house requests for information or actions that are received through the 311 Call Center. Tasks include providing day-to-day customer service needs for citizens of El Paso, inputting work orders and dispatching city staff to customers as required while providing excellent customer service. The 311 Call Center provides citizens with a single point of contact for all non-emergency services.

Essential Responsibilities:

• Answer incoming calls in a timely and professional manner, responds to routine questions and takes complaints from the general public; inputs and/or logs information received into the call centers communications and computer system; directs requests to the appropriate department or agency for further action
• Properly log each call and ensure that the caller receives the correct information
• Maintain professionalism at all times even during stressful phone interactions
• Assists with other Call Center duties, such as emergency operations, special projects, and training responsibilities or other similar tasks
• Must maintain specific knowledge of related computer software required to perform any role, function or task required for day-today operations relating to issuance of work orders and and/or information requests
• Maintains working knowledge of all policies regarding the activities required for all city departments day-to-day operations. Must be familiar with all city departments times of operations, services performed, after hour procedures and contact persons for specific functions
• Must use prescribed telephone etiquette and follow customer service procedures; must be courteous to citizens and employees
• May be required to work overtime, weekends, holidays, and/or during declared emergencies
• Maintain excellent diction, grammar, voice quality, and articulation
• Combines knowledge of product, good work ethic, effective time management skills, and human relations skills to meet performance standards and positively influence the call centers image
• Demonstrates a commitment to learning quickly and effectively applying knowledge
• Demonstrates a commitment to supporting a productive, positive work environment

Minimum Qualifications:

• High School diploma or equivalent
• Bachelors degree preferred
• At least 1 year of professional, in-bound, call center customer service experience preferred
• Applicant must be a U.S. Citizen to become licensed under the State of Texas as a telecommunicator
• Must successfully pass criminal background checks & drug tests
• Must be available to work assigned shift between the hours of 6:30 a.m. and 11 p.m.

Required Skills:

• Accurate keyboarding ability
• Excellent Customer Service Skills and an interest in public service
• Exceptional multi-tasking and organizational skills
• Excellent written and verbal communication skills