Call Center Representative

Job Specifications

C-XI                                                                        CODE NO. 10260

CALL CENTER OCCUPATIONAL GROUP {331}

CALL CENTER REPRESENTATIVE

Duties and Responsibilities

Under supervision, in the New York City 3-1-1 Call Center, responds to phone inquiries from the public, provides customer service and information to callers, takes complaints and service requests and forwards them for further action, enters inquiries, complaints and requests into appropriate computer systems and performs related clerical and computer support work.  All personnel perform related work.

Examples of Typical Tasks

Answers telephones and determines service required.  Receives and records complaints, comments and suggestions from callers.

Provides "directory assistance" information to caller, giving appropriate telephone number, address, and office hours to respond to inquiry.  When possible, transfers the call to appropriate agency.

Answers routine and frequently asked questions, when possible, and provides information about City policies/procedures, City government events and operations information.  Sends out applicable  forms and information pamphlets.

Uses multiple computer systems to handle calls, file new requests for service or complaints for investigation and to maintain tracking systems.  Assists less skilled Call Center Representatives in mastering procedures and systems.  Informs callers of status of existing service requests or accounts.

Asks caller for information necessary to respond to inquiry.  Refers inquiries to agency specialists, when appropriate.

Qualification Requirements

1.     A baccalaureate degree from an accredited college; or

2.     An associate degree from an accredited college and one year of satisfactory, full-time      

         experience in a customer service or public relations capacity; or

3.     A four-year high school diploma or its educational equivalent and two years of

         satisfactory, full-time experience as described in "2" above.  One year of satisfactory, full-

         time experience working for New York City Government in a customer service or public

         information capacity may be substituted for this two years of experience.  College credit

         may be substituted for the experience in a customer service or public information capacity

         on the basis of 64 semester credits for each year of the experience described in "2" above.

Experience and proficiency with computer keyboard and mouse use is also required.

Direct Lines of Promotion

From:  None                                        To:  Associate Call Center Representative (10271)

2.26.2003