Oak311 Communications Center Specialist

The Position

The City of Oakland is an equal-opportunity employer that values workforce diversity, inclusion, and equity. Oakland has a long history of activism around issues of injustice and equity. Both oppression and the resistance to oppression have shaped the city's historical roots and the lives of its residents to this day. As public servants in one of the most diverse cities in the nation, we strive to develop employees who understand the harm and impacts of systemic inequity to create lasting, meaningful outcomes for everyone. Oakland strives to establish an environment that embraces the richness of culture, community, and individualism of employees.

Why join the City of Oakland Oak311 Communications Center?

Join a team dedicated to improving how residents connect with City services every day. The Oak311 Communications Center serves as the City's centralized hub for community requests and information through phone, mobile app, email, and web channels. As the first point of contact between the community and the City, Oak311 plays a vital role in delivering responsive, high-quality customer service and helping residents access the support and resources they need.

The City of Oakland is currently recruiting to fill three (3) Oak311 Communications Center Specialist vacancies within the City Administrator's Office. The ideal candidate will serve as the initial point of contact to the public for all non-emergency and (infrastructure) emergency government services, infrastructure maintenance priorities, and related service issues. This position assesses the service need and adjusts prioritization accordingly, submits the need for service to the applicable supervisor or department designee, utilizes a variety of intake platforms such as the Oak311 communications center phone lines, SeeClickFix mobile app, website notifications, email, chat, or other social media formats.

We are looking for someone who is:

• Customer Service Oriented: You will demonstrate patience, empathy, and commitment to helping the public.
• An Excellent Communicator: You will speak clearly, listen actively, and explain information in a professional and easy-to-understand manner.
• A Problem-Solver: You will quickly assess situations, gather accurate information, and identify the appropriate resources or next steps.
• Calm Under Pressure: You will maintain composure and professionalism when handling difficult calls, high call volumes, or frustrated callers.
• Detail Oriented: You will accurately document service requests, captures important information, and follow established procedures.
• An Adaptable Multitasker: You will be comfortable using multiple systems, navigating changing priorities, and managing several tasks at once in a fast-paced environment.
• A Teambuilder: You will work effectively with coworkers, supervisors, and City departments to ensure residents receive timely and accurate assistance.

What you will typically be responsible for:

• Answering incoming phone calls and providing accurate information regarding City services, programs, and service requests.
• Responding to emails from the public, City departments, and City officials in a professional and timely manner.
• Processing and documenting online service requests submitted through the City's mobile app and website.
• Maintaining accurate records of customer interactions and service requests using the City's customer service intake systems.
• Researching service request history and providing status updates or additional information to residents, City staff, and other stakeholders.
• Participating in community outreach and public events by providing information and education about Oak311 services and resources.

A few reasons you might love this job:

• You will make a direct impact in the community by helping residents access important City services and information every day.
• You will work in a fast-paced and engaging environment where you interact with a diverse range of people and issues.
• You will gain valuable experience in customer service, public administration, and community engagement while learning how City operations work.
• You will be provided with a stable job with great health and retirement benefits for you and your family.

A few challenges you might face in this job:

• You will manage a high volume of incoming requests across multiple channels (phone, email, web, and mobile app), often simultaneously and under time constraints.
• You will handle difficult or emotional conversations with residents who may be frustrated or seeking urgent assistance, while maintaining professionalism and empathy.
• You will balance competing priorities and shifting workloads in a fast-paced environment where service needs can change quickly.
• You will stay attentive to detail while multitasking between systems, documentation requirements, and real-time customer interactions.

Competencies Required:

• Action & Results Focused (Taking Initiative): Initiating tasks and focusing on accomplishment
• Adaptability: Responding positively to change and modifying behavior as the situation requires
• Attention to Detail: Focusing on the details of work content, work steps, and final work products
• Building & Maintaining Relationships: Establishing rapport and maintaining mutually productive relationships
• Critical Thinking: Analytically and logically evaluating information, propositions, and claims
• Customer Focus: Attending to the needs and expectations of customers
• Decision Making: Choosing optimal courses of action in a timely manner
• Displaying Ownership and Accountability: Holding self and others accountable for measurable high-quality, timely, and cost-effective results
• Handling Stress: Maintaining emotional stability and self-control under pressure, challenge, or adversity
• Oral Communication: Engaging effectively in dialogue
• Professional Impact: Presenting self as a positive representative of the organization
• Professional Integrity & Ethics: Displaying honesty, adherence to principles, and personal accountability
• Reading Comprehension: Understanding and using written information
• Writing: Communicating effectively in writing

Minimum Requirements for Application

This is a public contact position. The City highly encourages all bilingual candidates to apply! Some positions may require bilingual skills in Spanish, Cantonese, or Mandarin. Under the authority of Civil Service Rules Section 5.03, if a position requires bilingual language skills, only those candidates who have indicated they are bilingual in the required language(s) will be referred. Bilingual candidates will be required to successfully pass a language proficiency test if selected for hire. Any combination of education and experience that is equivalent to the following minimum qualifications may be acceptable:

Education: High school diploma or equivalent. An Associate's Degree or a Bachelor's Degree is highly desirable.

Experience: Two (2) years of progressively responsible customer service experience performing call center, intake, client service, resource referral, or equivalent duties that include heavy public contact. Governmental call center or 311 experience is highly desirable.

Desirable Qualifications:

• Familiarity with CRM systems, service request tracking tools, or other database platforms used for customer support.
• Training in de-escalation techniques, conflict resolution or other customer service practices.
• Familiarity with municipal government operations, including departmental structures and interagency service coordination.

Licenses or Certifications/Other Requirements:

Successful incumbents in this position are expected to operate automotive vehicles in the performance of assigned duties. Due to the nature of the assignment and the hours worked, public transportation may not be a cost effective or efficient method for traveling to the various locations required. Individuals who are appointed to this position will be required to maintain a valid California Driver's License throughout the tenure of employment OR demonstrate the ability to travel to various locations in a timely manner as required in the performance of duties.

Other Requirements:

Proof of ability to type 35 words per minute may be required.

May be assigned to work irregular shifts during incidents, emergencies, or other disaster situations; may be assigned to swing shift, nights, and/or weekends.

Bilingual skills in Spanish, Cantonese, Mandarin, and Vietnamese are highly desirable and may be required depending on assignment.

Supplemental Information

The Recruitment Process: The City of Oakland works with a Civil Service system. Applicants apply online, and HR staff reviews their experience, education, and training listed on the application against the "minimum qualifications" listed for each position. Candidates who demonstrate that they meet the minimum qualification requirements are then invited to participate in an assessment process (or testing) to measure their knowledge, skills, and abilities in job-related areas. Candidates who do not demonstrate that they meet the minimum qualification requirements will have