311 Service Representative I - EXAM

Under general supervision, is responsible for responding to and processing non-emergency requests for City services, problem resolution, and/or general information; performs other duties as required. Determines the nature of 311 calls and transfers emergency calls to the designated department/division; Operates a computer to input information from customers and to access and/or update knowledge database and/or previous service requests; Determines types of actions, if any, needed to resolve requests; provides direct responses to non-emergency requests regarding City services and City functions; Initiates and forwards service requests for City services such as bulk refuse pickup, pothole repairs, street maintenance or repairs, missed trash collections, water leaks, snow removal, etc., to proper departments/divisions for resolutions; Provides citizens with reference numbers of service requests and work orders for follow-up status inquiries; advises citizens of anticipated service and completion dates of their requests; Queries database for open service requests; escalates or redirects requests for additional action or closes customer records, as appropriate; Assists the general public via phone calls, emails, online forms or at neighborhood events; provides information regarding municipal or community services; May communicate with individuals with limited English language skills. Qualifications Completion of the twelfth school grade and one (1) year of experience in customer service or as a call center representative. A certificate of high school equivalence (GED) will be accepted in lieu of the educational requirement. The City of Columbus is an Equal Opportunity Employer. #J-18808-Ljbffr City of Columbus