311 Service Representative I - EXAM in Bayern bei City of Columbus

Definition

Examples of Work

• 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.

Minimum Qualifications

Test/Job Contact Information

The names of the applicants passing this administration of this exam will be used to create a NEW, OPEN COMPETITIVE, eligible list, and will replace the names on the current list. If you are interested in having your name included on the new eligible list, you will need to apply for this exam within the filing period and successfully complete all phases of the testing process. Questions regarding this process can be directed to the Test Center at 614-645-7439.

The examination process will consist of a multiple-choice/job simulation/computer skills exam administered on the computer weighted 70% covering Information Ordering, Public Relations, Customer Service: Telephone, Telephone Order Entry, Record Locating, and Microsoft Outlook 2010; and a situational judgement test weighted 30% covering customer interaction.

The exam is expected to be administered in late July. Approved applicants will be notified by mail/email of their scheduled test date and time.

All applicants must complete all phases of the testing process in order to receive a final score. The names of all candidates who pass this examination will remain on the eligible list for two years, unless the eligible list is replaced prior to or extended beyond the two years. If a candidate's name is certified and the candidate is to be considered for employment, the hiring process will include one or more interviews, a criminal background check, and a pre-employment drug test. For any position within the Division of Police, the hiring process will also include the completion of an extensive personal history questionnaire and a polygraph examination.

The certification process will be: Fixed Band
The City of Columbus is an Equal Opportunity Employer

The City of Columbus seeks to promote compensation strategies that maximize the recruitment, performance, development, and retention of quality employees in support of the City's Covenant and strategic plan. In addition to a competitive pay plan, the City offers a comprehensive benefits program that includes the following:

• Medical
• Dental
• Vision
• Short-term Disability
• Life Insurance
• Wellness Program
• Tuition Reimbursement

Specifics about these benefit opportunities and eligibility can be discussed with one of the City's human resources professionals at the time of your interview or by contacting the Department of Human Resources, Labor Relations Office at (614)645-7206 for further information.