CUSTOMER RELATIONS REPRESENTATIVE (Emergency Communications Center)

311cincy Call-Taker

Join our team as a 311cincy Call-Taker. The 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.

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.

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 and experience may be substituted for college level course work 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 HR Contact: Keisha Thomas View email address on click.appcast.io

The City of Cincinnati offers its employees competitive salaries and a comprehensive benefit package designed to actively attract and retain quality employees to add additional value to the City of Cincinnati's workforce. A summary of these benefits for full-time employment is listed below. This is a general listing of benefits for all employees and is not intended to be a comprehensive listing for all bargaining units. The City offers a variety of training programs, ranging from job-specific skills such as computer and equipment instruction, to helping supervisors improve their management techniques. The City of Cincinnati is dedicated to providing equal employment without regard to race, gender, age, color, religion, disability status, marital status, sexual orientation or transgendered status, or ethnic, national or Appalachian origin, or on the basis of any other category protected under federal, state and local laws.

The City of Cincinnati has 11 paid holidays annually that include: New Year's Day Martin Luther King Day President's Day Memorial Day Juneteenth Independence Day Labor Day Veterans' Day Thanksgiving Day Day after Thanksgiving Christmas The City of Cincinnati 80/20 offers 3 medical plans to all full time City of Cincinnati employees and eligible dependents: the 80/20 PPO medical plan, the HDHP medical plan with an HSA contribution, and a Health Reimbursement Arrangement for those enrolled on another non-city eligible group plan. Eligible dependents include: Legal Spouse or Equal Partner Child (natural child, adopted child, and/or child who the group has determined is covered under a "Qualified Medical Child Support Order") Step-child Child for whom the employee or employee's spouse/equal partner is a legal guardian A $50,000 Basic Life Insurance policy is paid for by the City for certain eligible employees. Full time employees not eligible for the City-paid basic life insurance policy are generally provided a similar benefit through their union group. Most full time City employees are eligible to participate in a supplemental life insurance program, a long term disability plan, and accident and critical illness insurance programs at their own expense. Premiums are determined by age, amount of coverage, and various additional factors. City employees can participate in the Healthcare Flex Spending Account that can be used to pay out-of-pocket medical, prescription, dental, and vision care expenses for employees and family members. City employees can participate in a Dependent Care Flex Spending Account that can be used to pay work-related dependent care expenses. Participants can set aside money each year through pre-tax payroll deductions to pay for these expenses. City employees can participate in a Transportation Expense Reimbursement Account (TERA) that can be used to reimburse expenses related to traveling to and from work. Participants can set-up a pre-tax payroll deduction up to an IRS regulated amount. City employees can voluntarily participate in a wellness incentive program that encourages and rewards employees and their spouses/equal partners for making positive choices for better health. The City of Cincinnati will contribute up to $300/year to a Health Reimbursement Account for each the employee and their spouse/equal partner for meeting specified program goals. These dollars can be used to offset qualified out-of-pocket medical expenses. This is a voluntary program that serves as an alternative healthcare option to traditional medical plans. If you have alternate group health coverage available to you through a spouse, equal partner, another job, or a non-city retirement plan, you may be eligible for this plan which reimburses you for the difference in premiums between the plans and your covered out of pocket expenses on the other plan. The City provides a defined benefit pension plan for part-time and full-time employees. New hires and re-hired employees are required to participate in the City of Cincinnati's Retirement System (CRS), regardless of previous participation in an Ohio State pension system or any another state or federal pension system. CRS is funded by employer and employee contributions, and investment returns from plan assets. CRS provides retirement and health care benefits subject to eligibility requirements. The following groups are excluded from participation in CRS: Mayor and Members of City Council; Sworn Police & Fire; Police Recruits; and Rehired Ohio Police & Fire Retirees. As an Ohio government employer, the City offers employees the ability to participate in a 457(b) tax-deferred retirement savings plan. The City makes an annual match to your 457(b) of up to $750, or as otherwise specified in applicable regulations and union contracts.