CUSTOMER RELATIONS REPRESENTATIVE (Emergency Communications Center)

311Cincy Call-Taker Employee represents the City of Cincinnati to customers and is responsible for responding to and processing non-emergency requests for City services, problem resolution, and/or general information. Employee interacts with customers in person, by telephone, by e‑mail, or in writing while maintaining a high level of customer satisfaction. Employee generally works in a call center type operation (the Emergency Communications Center) alongside staff who are responsible for answering emergency calls and dispatching first responders in Cincinnati. The center is a 24/7 operation and the employee may be required to work eight or twelve‑hour shifts on a day or night shift schedule. Employee responds to and processes requests from internal customers such as Police Officers and Emergency Communications staff by making telephone calls, computer entries and performing other record keeping. Performs related duties as required. (Illustrative only. Any one position may not require all of the listed KSAs nor do the listed examples include all the KSAs which may be required.) Knowledge of Basic mathematics, including addition, subtraction, multiplication, division, fractions, and percentages. Basic business English, including spelling, grammar, punctuation, and sentence structure. Problem solving techniques. Methods needed to gather relevant information from callers by asking appropriate questions. City of Cincinnati services and functions in order to refer complaints to the appropriate department or agency. Functions of non-city agencies in order to refer complaints, problems, and emergencies to other agencies and companies. FCC Standards for two‑way radio communication. Software applications used for customer service and billing functions. Safety policies and procedures, e.g., Employee Safety Instruction Manual and applicable agency requirements. Skill to Operate a computer utilizing the appropriate software related to assigned area of responsibility. Operate a two‑way radio and telephone equipment. Input appropriate data into computer system utilized. Ability to Communicate effectively orally and in writing. Speak clearly and concisely using correct English grammar in order to communicate clearly over the telephone, two‑way radio, and in person. Use a headset to place and answer telephone calls. Interpret and clearly explain procedures, situations, and policies to the public as well as to other employees. Write legibly, clearly, and concisely using proper English. Reduce a complaint or problem to writing for recording purposes. Listen effectively. Work cooperatively with coworkers in a team environment. Determine the nature of a problem based on the caller's information and to make decisions concerning referral of messages with limited information. Determine the proper resources needed depending on the type of problem. Prioritize calls and requests by degree of hazard to the public safety. Organize work and follow directions, both oral and written. Read and interpret information provided in reference manuals, on computer printouts and spreadsheets, on federal and county records, on intranet and internet sites, on computer software displays, in training sessions, on City maps, and in staff meetings. Empathize with customers and communicate clearly in layman's terms. Handle difficult customers or situations in a calm and professional manner. Perform mathematical calculations. Work in a fast‑paced environment. Examples of Work Performed Answers incoming calls from citizens, alarm companies, Police Department, Fire Department, other City Departments, and other agencies regarding requests for city services; prioritizes calls received simultaneously by radio, telephone, and other call takers. Transfers callers who are reporting an emergency on a non-emergency telephone line to 911 operators when appropriate. Calls back citizens, alarm companies and other parties to notify them of service delays or to gather more information at the request of Police Department, Fire Department and Emergency Communications staff. Receives complaints and requests, provides information, analyzes data to determine proper response to inquiries, responds to inquiries, and/or directs citizens to proper department for assistance. Provides information and assistance related to City services, activities, procedures, or other issues; responds to questions, complaints or requests for service, and resolves customer inquiries, and/or other issues regarding City services. Provides customers with as much information and direct services as possible without referring the customer to another person or department. Researches, analyzes, and resolves customer's problems and inquiries; initiates additional investigations as necessary. Operates a computer to input information from customer and to access knowledge database and previous customer data; creates, edits, compiles, manipulates, and retrieves files, databases, and create reports; maintains and monitors various records and reports. Enters and modifies information in criminal justice databases on behalf of Police Officers. Receives service requests through multiple intake channels, including phone, computer dispatch notification, and e‑mail; initiates and forwards service requests for City services to proper department/division for resolution utilizing state‑of‑the‑art call center technology; changes activity status when appropriate; advises citizens of anticipated service and completion dates of their requests. Dispatches appropriate crews and equipment to locations when necessary. Takes and relays messages to and from field crews, supervisors, and others using e‑mail, telephone, radio, cellular phone, or paging system. Maintains location and status of field personnel; looks up locations using, computer‑aided dispatch system, Cincinnati Area Geographic Information System, street guides, and maps to provide directions for crews or citizens. May represent the Emergency Communications Center to groups of citizens at schools, community gatherings, or other meetings. Working knowledge of current safety policies, instructions for proper usage, and other procedures and professional practices required for completing job duties. Identifies unsafe practices and conditions and brings such matters to the attention of the supervisor. Conveys a positive image and handles a large volume of customers in a friendly, effective, efficient, and professional manner. Open Each applicant must have two years of paid experience in a position that involves regular contact with the public and experience using a personal computer with office application (Word processor, spreadsheet, internet, etc.) in a window‑based environment. Must have a high school diploma or GED. Other Requirements Must be able to work various shifts, including but not limited to eight‑ and twelve‑hour shifts, during daytime and overnight hours. May be required to work rotating shifts, weekends, and special events, depending on assigned area of responsibility. This is a sensitive classification and applicants must successfully pass a police record and background check. Must be able to obtain and maintain the certifications necessary to access local, state and federal criminal justice databases. Must be able to obtain and maintain the certifications necessary to perform call‑taking functions at the Emergency Communications Center. Military Education & Experience Evaluation Military education and experience may be substituted for college level coursework at the lower and upper division baccalaureate and graduate levels and apprenticeship training at the vocational certificate level on a case by case basis based on the American Council on Education (ACE) Military Guide recommendations. Probationary Period Six months #J-18808-Ljbffr City-of-Cincinnat