311 Service Representative II - EXAM

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311 Service Representative II - EXAM

Salary

$26.29 - $36.29 Hourly

Location

Varies by position

Job Type

Full-time

Job Number

25-0439-C1

Department

48 Department of Neighborhoods

Division

Neighborhoods

Opening Date

02/24/2025

Closing Date

3/17/2025 11:59 PM Eastern

• Description

• Benefits

• Questions

Definition

Under direction, is responsible for leading and participating in the response to and processing of non-emergency requests for City services, problem resolutions, and/or general information; performs other duties as required.

Examples of Work

(Any one position may not include all of the duties listed, nor do the examples cover all of the duties that may be performed.)

• Determines the nature of 311 calls or webmail and transfers emergency calls to the designated department/division;

• Operates a computer to enter 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 department/division for resolutions;

• Provides citizens with reference numbers of service requests and work orders for follow-up status inquiries; advises citizens of anticipated services and completion dates of their requests;

• Queries database for open service requests; escalates or redirects requests for additional actions or closes customer records, as appropriate;

• Responds to difficult or complex service requests, complaints, and inquiries to provide the most direct resolution to customers;

• Monitors and reviews the work of subordinate personnel for completeness and accuracy;

• Assists the general public with walk-in service and information requests for City services;

• May train personnel in customer service related activities, software, and work procedures;

• May communicate with individuals with limited English language skills.

Minimum Qualifications

Completion of the twelfth school grade and two (2) years of experience in customer service or as a call center representative. Substitution(s): A certificate of high school equivalence (GED) will be accepted in lieu of the educational requirement.

Test/Job Contact Information

The names of the applicants passing this administration of this exam will be used to create aNEW, OPEN COMPETITIVE, eligible list for this classification. 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 exam weighted 70% covering Customer Service Scenarios (Phone Calls and Emails), Reading Comprehension, Problem Sensitivity, Logic and Reasoning; and a Computer Skills exam weighted 30% covering Microsoft Word, Excel, and Outlook 2016/2019.

The exam is expected to be administered in April. 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.

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.

01

Have you completed the twelfth school grade, possess a high school diploma, or possess a GED?

• Yes

• No

  02

  Do you have two or more years of experience in customer service or as a call center representative?

• Yes

• No

  03

  Did you include all of your relevant work experience and job duties that demonstrate you meet the minimum qualifications for the job? If no, return to the "Work" section of this application and add relevant work experience and job duties. Note: A resume' attachment does not substitute for including the relevant information in the "Work" section of this application.

• o Yes, I listed every job and job duty in the "Work" section of this application that demonstrates that I meet the minimum experience qualifications for the job.

• o No, I do not meet all of the minimum experience qualifications for the job.

  Required Question

Employer

City of Columbus

Address

77 N. Front Street, Suite 330

Columbus, Ohio, 43215

Phone

(614) 645-8301

Website

https://new.columbus.gov/Government/Departments/Civil-Service-Commission

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