City of Dallas
311 Customer Service Agent Trainee (Communications & Customer Experience [CCX] D
City of Dallas, Dallas, Texas, United States, 75215
311 Customer Service Agent Trainee (Communications & Customer Experience [CCX] Dept.) (Non-Civil Service) *Weekend Dispatcher Preference-Multiple Vacancies*
Join the City of Dallas to provide essential non‑emergency communication and service support to residents as a 311 Customer Service Agent Trainee. You will interact with callers, generate service requests, and dispatch city field staff while maintaining service quality and accuracy.
Job Summary The role trains agents to assist, support, and handle non‑emergency calls from residents. Agents learn to generate appropriate service requests, dispatch crews, and provide residents with information on city services.
Responsibilities
Support call center operations and customer service activities; receive and respond to non‑emergency calls from residents.
Interact, communicate, and assist residents requesting services; explain and interpret City policies and procedures, address service requests and concerns, and direct customers to necessary parties.
Provide follow‑up to resident requests; ensure field techs have been dispatched and situations have been resolved in a timely and effective manner.
Receive, prioritize, and dispatch non‑emergency service requests to City field staff; interact and engage with different levels of management to resolve or report an issue.
Input and transmit call information entering incident data in system to ensure documentation of incident and transmittal to dispatcher for prompt response.
Interview callers to obtain all necessary information to ensure an appropriate response to situation and document an accurate and complete report of the incident, situation, or service request.
Dispatch and process non‑emergency type of city service requests or concerns from residents (e.g., water turn‑ons, flooding conditions, signal outage, potholes, water meter breakage, junk motor vehicle removal, apartment complaints). Provide general information and educate residents on City resources, programs, and services available.
Maintain numerous record logs for time, identification, and type of service provided.
Perform all other work as needed or assigned.
Minimum Qualifications
Education: High School Diploma or GED (Completed).
Experience: None.
Licenses and Certifications: None.
Knowledge, Skills, and Abilities
Knowledge of City services and programs.
Knowledge of telephone etiquette and procedures.
Knowledge of customer service policies, procedures, and guidelines.
Ability to handle large call volumes, identify resources, and provide the correct responses.
Ability to dispatch non‑emergency calls to address situations.
Ability to apply policies and procedures quickly and effectively.
Ability to receive and handle complaints, requests, and information.
Ability to perform data entry and work processing.
Ability to learn and gain experience through collaborative efforts with other agents.
Communicating effectively verbally and in writing.
Establishing and maintaining effective working relationships.
Salary Range $19.83 – $20.94 per hour. The starting salary range is listed; amount offered will depend on qualifications.
City of Dallas is an Equal Opportunity Employer.
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Job Summary The role trains agents to assist, support, and handle non‑emergency calls from residents. Agents learn to generate appropriate service requests, dispatch crews, and provide residents with information on city services.
Responsibilities
Support call center operations and customer service activities; receive and respond to non‑emergency calls from residents.
Interact, communicate, and assist residents requesting services; explain and interpret City policies and procedures, address service requests and concerns, and direct customers to necessary parties.
Provide follow‑up to resident requests; ensure field techs have been dispatched and situations have been resolved in a timely and effective manner.
Receive, prioritize, and dispatch non‑emergency service requests to City field staff; interact and engage with different levels of management to resolve or report an issue.
Input and transmit call information entering incident data in system to ensure documentation of incident and transmittal to dispatcher for prompt response.
Interview callers to obtain all necessary information to ensure an appropriate response to situation and document an accurate and complete report of the incident, situation, or service request.
Dispatch and process non‑emergency type of city service requests or concerns from residents (e.g., water turn‑ons, flooding conditions, signal outage, potholes, water meter breakage, junk motor vehicle removal, apartment complaints). Provide general information and educate residents on City resources, programs, and services available.
Maintain numerous record logs for time, identification, and type of service provided.
Perform all other work as needed or assigned.
Minimum Qualifications
Education: High School Diploma or GED (Completed).
Experience: None.
Licenses and Certifications: None.
Knowledge, Skills, and Abilities
Knowledge of City services and programs.
Knowledge of telephone etiquette and procedures.
Knowledge of customer service policies, procedures, and guidelines.
Ability to handle large call volumes, identify resources, and provide the correct responses.
Ability to dispatch non‑emergency calls to address situations.
Ability to apply policies and procedures quickly and effectively.
Ability to receive and handle complaints, requests, and information.
Ability to perform data entry and work processing.
Ability to learn and gain experience through collaborative efforts with other agents.
Communicating effectively verbally and in writing.
Establishing and maintaining effective working relationships.
Salary Range $19.83 – $20.94 per hour. The starting salary range is listed; amount offered will depend on qualifications.
City of Dallas is an Equal Opportunity Employer.
#J-18808-Ljbffr