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311 Service Supervisor (Promotional) - EXAM
Salary: $29.47 - $44.19 Hourly Location: Varies by position Job Type: Full-time Job Number: 25-0440-M1 Department: 48 Department of Neighborhoods Division: Neighborhoods Opening Date: 09/25/2025 Closing Date: 10/16/2025 11:59 PM Eastern Under direction, is responsible for supervising employees engaged in responding to and processing non-emergency requests for City services, problem resolution, and/or general information; performs other duties as required. Examples of Work: Supervises service representatives and support staff assigned to the 311 non-emergency response system, which includes completing performance evaluations, approving leave requests, and initiating disciplinary actions; Assists the 311 Service Manager with daily operations of the 311 Service Center, including answering citizens' requests, contacting City departments/divisions, and responding to complaints regarding policies and procedures; Assigns work schedules and reviews for accuracy; Develops scripts for representatives to convey accurate information regarding new or unusual developments in City services to the public; Maintains and monitors daily statistical reports on call volume, response times, task dispositions, and additional relevant performance data, as required by management; Prepares reports and correspondence requested by management; exchanges information with departments to better provide service to the public; Responds to difficult calls or unusual requests for assistance; Develops and implements customer service training programs and systems update trainings; Contacts departments/divisions as necessary to resolve and complete service requests and update knowledge database; Monitors all operating equipment to ensure system is functioning properly; schedules maintenance and repair of equipment; Stays abreast of current technology, new industry developments and standards, and Federal Communication Commission (FCC) regulations related to 311 service centers. Minimum Qualifications: In order to qualify for this promotional examination, you must be a current City employee and now have, or have had during your continuous service with the City, permanent status in the classification of 311 Service Representative I or 311 Service Representative II. You must also meet the Minimum Qualifications listed below: Completion of the twelfth school grade and four (4) years of experience in customer service or as a call center representative. Substitution(s): A certificate of high school equivalence (GED) will be accepted in lieu of the educational requirement. Test/Job Contact Information: The names of the applicants passing this administration of this exam will be used to create a NEW, PROMOTIONAL, eligible list for this classification and will replace the names of applicants on the current eligible list. If you are interested in having your name included on the new eligible list, you will need to apply for this exam within the filing period and successfully complete all phases of the testing process. Questions regarding this process can be directed to the Test Center at 614-645-7439. The examination process will consist of a situational judgment (SJT) exam weighted 15% covering problem scenarios with response options; and a computerized exam weighted 85% covering Customer Service Scenarios, Reading Comprehension, Problem Sensitivity, Logic & Reasoning, and Microsoft Outlook, Word, and Excel. Approved applicants will be notified by mail/email of their scheduled test date and time. All applicants must complete all phases of the testing process in order to receive a final score. The names of all candidates who pass this examination will remain on the eligible list for two years, unless the eligible list is replaced prior to or extended beyond the two years. If a candidate's name is certified and the candidate is to be considered for employment, the hiring process will include one or more interviews, a criminal background check, and a pre-employment drug test. The certification process will be: Fixed Band The City of Columbus is an Equal Opportunity Employer The City of Columbus seeks to promote compensation strategies that maximize the recruitment, performance, development, and retention of quality employees in support of the City's Covenant and strategic plan. In addition to a competitive pay plan, the City offers a comprehensive benefits program that includes the following: Medical Dental Vision Short-term Disability Life Insurance Wellness Program Tuition Reimbursement Specifics about these benefit opportunities and eligibility can be discussed with one of the City's human resources professionals at the time of your interview or by contacting the Department of Human Resources, Labor Relations Office at (614)645-7206 for further information.
Salary: $29.47 - $44.19 Hourly Location: Varies by position Job Type: Full-time Job Number: 25-0440-M1 Department: 48 Department of Neighborhoods Division: Neighborhoods Opening Date: 09/25/2025 Closing Date: 10/16/2025 11:59 PM Eastern Under direction, is responsible for supervising employees engaged in responding to and processing non-emergency requests for City services, problem resolution, and/or general information; performs other duties as required. Examples of Work: Supervises service representatives and support staff assigned to the 311 non-emergency response system, which includes completing performance evaluations, approving leave requests, and initiating disciplinary actions; Assists the 311 Service Manager with daily operations of the 311 Service Center, including answering citizens' requests, contacting City departments/divisions, and responding to complaints regarding policies and procedures; Assigns work schedules and reviews for accuracy; Develops scripts for representatives to convey accurate information regarding new or unusual developments in City services to the public; Maintains and monitors daily statistical reports on call volume, response times, task dispositions, and additional relevant performance data, as required by management; Prepares reports and correspondence requested by management; exchanges information with departments to better provide service to the public; Responds to difficult calls or unusual requests for assistance; Develops and implements customer service training programs and systems update trainings; Contacts departments/divisions as necessary to resolve and complete service requests and update knowledge database; Monitors all operating equipment to ensure system is functioning properly; schedules maintenance and repair of equipment; Stays abreast of current technology, new industry developments and standards, and Federal Communication Commission (FCC) regulations related to 311 service centers. Minimum Qualifications: In order to qualify for this promotional examination, you must be a current City employee and now have, or have had during your continuous service with the City, permanent status in the classification of 311 Service Representative I or 311 Service Representative II. You must also meet the Minimum Qualifications listed below: Completion of the twelfth school grade and four (4) years of experience in customer service or as a call center representative. Substitution(s): A certificate of high school equivalence (GED) will be accepted in lieu of the educational requirement. Test/Job Contact Information: The names of the applicants passing this administration of this exam will be used to create a NEW, PROMOTIONAL, eligible list for this classification and will replace the names of applicants on the current eligible list. If you are interested in having your name included on the new eligible list, you will need to apply for this exam within the filing period and successfully complete all phases of the testing process. Questions regarding this process can be directed to the Test Center at 614-645-7439. The examination process will consist of a situational judgment (SJT) exam weighted 15% covering problem scenarios with response options; and a computerized exam weighted 85% covering Customer Service Scenarios, Reading Comprehension, Problem Sensitivity, Logic & Reasoning, and Microsoft Outlook, Word, and Excel. Approved applicants will be notified by mail/email of their scheduled test date and time. All applicants must complete all phases of the testing process in order to receive a final score. The names of all candidates who pass this examination will remain on the eligible list for two years, unless the eligible list is replaced prior to or extended beyond the two years. If a candidate's name is certified and the candidate is to be considered for employment, the hiring process will include one or more interviews, a criminal background check, and a pre-employment drug test. The certification process will be: Fixed Band The City of Columbus is an Equal Opportunity Employer The City of Columbus seeks to promote compensation strategies that maximize the recruitment, performance, development, and retention of quality employees in support of the City's Covenant and strategic plan. In addition to a competitive pay plan, the City offers a comprehensive benefits program that includes the following: Medical Dental Vision Short-term Disability Life Insurance Wellness Program Tuition Reimbursement Specifics about these benefit opportunities and eligibility can be discussed with one of the City's human resources professionals at the time of your interview or by contacting the Department of Human Resources, Labor Relations Office at (614)645-7206 for further information.