**Offer 2nd Chance employment opportunities for individuals that have been impacted by the criminal justice system. Only applicants who meet that criteria, will be considered for Fresh Start positions** 
 
To respond to a variety of resident requests for information, programs, and services offered by the City of Dallas in a non-emergency contact center environment. 
 
Essential Functions 
 
1. Successfully complete department administered training to assist residents with inquiries or problems related to City of Dallas programs and services by determining the resident's needs and the critical nature of the call to direct to the various city departments. 
 
2. Creates or accesses cases in Salesforce Customer Relationship Management System (CRMS) to enter information on customer inquiries or problems and to provide updates on previously created cases directed to other City departments. 
 
3. Conducts research using the CRMS Knowledge Base (KB) system to provide residents with answers to inquiries and questions. 
 
4. Provides complete and accurate information to customers, who involve identifying resident's needs and explaining applicable regulations, policies, procedures, or standards based on a comprehensive knowledge of the City of Dallas procedures, programs, and services. 
 
5. Acts as a liaison between the resident and other City of Dallas departmental staff by following up on resident requests or complaints and resolving problems related to service issues; possesses the authority to resolve discrepancies in the system and services provided by the City of Dallas. 
 
6. Dispatches and processes non-emergency type of city service requests or concerns from residents in various departmental areas to ensure quality customer service is provided. 
 
7. Observes and complies with departmental policies and procedures, customer service quality standards, and compliance guidelines. 
 
8. Receives on-going training and updates on changes in departments and system updates. 
 
9. May be required to cross train in other departmental functions with staff in partnership with other departments to learn procedures and services. 
 
10. Regular, reliable, and punctual attendance is an essential function of the job. 
 
Minimum Qualifications 
 
Minimum Qualifications 
 
EDUCATION: 
High School Diploma or GED. 
 
EXPERIENCE 
 
Two (2) years of customer service experience which must have involved heavy phone contact and data entry. 
 
OTHER REQUIREMENT(S): 
Availability to work various shifts including nights, weekends, holidays and overtime. 
 
KNOWLEDGE, SKILLS, ABILITY(IES): 
Effective listening, oral and written communication skills. 
Intermediate to Advanced PC skills. 
Strong customer service and innovative thinking skills. 
Ability to use Microsoft Outlook. 
Ability to pay close attention to details. 
Ability to work in a fast-paced/high stress work environment. 
Ability to be a team player with a positive personality. 
Ability to be an energetic multitasker. 
 
PREFERENCE(S): English/Spanish bilingual skills strongly preferred. 
 
EXAM DESCRIPTION: 
Description: Exam covers customer service interaction, data entry/call summary, data entry/call summary, reading comprehension, spelling and record locating skills. 
Time Limit: 3 Hours 
PICTURE I.D. REQUIRED 
 
311 CALL CENTER: The 311 call center is a twenty-four/seven (24/7) operation that receives non-emergency (80%) and emergency (20%) calls. The ideal candidate is an experienced customer service representative who has excellent communication and customer service skills. Call center experience is a plus. 
 
Disclosures 
 
Knowledge of computer operations and data entry. 
 
Knowledge of call center operations and customer service practices. Knowledge of PC software and applications. 
 
Ability to identify and create appropriate departmental cases in CRMS. Ability to pay attention to details. 
 
Effective listening skills to speak clearly and distinctively. 
 
Ability to operate two- way multi- channel radio equipment and computer terminal. 
 
Ability to interact professionally and courteously with residents, city officials, other departments and city employees. 
 
Ability to establish and maintain an effective working relationship with all levels of management, city officials, vendors, other government agencies, other employees and the general public. 
 
Ability to communicate effectively both orally and in writing with a wide variety of people. 
 
Work performed under normal office conditions. 
 
The above statements are intended to describe the general nature and level of work performed by personnel assigned to this classification and is not necessarily an exhaustive list of all responsibilities, duties and skills required. 

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