311 Customer Service Agent – Technology Services
Full Time
Denver, CO
Posted
Job description
About Our Job
The City and County of Denver utilizes a hybrid model workplace that balances the responsibilities of public service with the benefits of a flexible work environment. Employees work where needed, at a city site and/or in the field at least two days a week and telecommute remotely at a designated workplace within the State of Colorado the remaining days.
NOTE:
There will be multiple unlimited and on-call positions available. The on-call position will work no more than 39 hours per week and is not eligible for benefits. On-call positions may have routine or variable work schedules.
This posting will accept applications until September 25th. Please apply as soon as possible.
About Technology Services
The Technology Services Department (TS) of the City and County of Denver is using state-of-the-art technologies and methodologies to deliver and improve the systems, applications and operations that we deliver to our customers. Technology Services supports the people, agencies and ideas that make the City and County of Denver world class city. The City offers a unique opportunity to work with a diverse business and technology environment on a large scale as we employ over 13,000 people, of which 9,000+ are daily technology consumers in support of a diverse population in excess of 700,000 citizens.
About 311 City Services
Denver 311 provides residents with an effortless, accessible way to navigate city services. Our contact center staff demonstrate unparalleled customer service values, are leaders in innovative problem-solving, and deliver an unprecedented commitment to assist.
Diversity in the City
The City and County of Denver is committed to cultivating a culture of equity, diversity, and inclusion. This commitment is woven into our values and belief that we are strongest when we embrace and celebrate our differences. We aim to have employees who are as diverse as our residents, with different perspectives and unique ways of thinking. If you share these values and our enthusiasm for equity, we encourage you to apply to join our team.
The City and County of Denver is looking for enthusiastic Customer Service Agents to join our hard-working and dedicated 311 City Services staff. We have a great work environment, team, and have been nationally recognized for service excellence. This posting will be used to fill multiple openings on our team.
As a 311 Customer Service Agent, you will be expected to:
- Assist customers via telephone, email, or online with inquiries or problems related to city procedures and services by asking questions to determine customer needs.
- Create or access cases in the HRIS to enter information on customer inquiries or problems and to provide updates on previously created cases.
- Conduct research, using a variety of city resources, to provide customers with answers to inquiries or problems.
- Provide complete and accurate information to customers, which may involve explaining applicable regulations, policies, procedures or standards based on a comprehensive knowledge of city procedures and services.
- Act as a liaison between the customer and department or agency staff by following up on customer requests or complaints and solving problems related to service issues.
- Receive on-going training and updates on changes in the operations of departments and agencies and participate in opportunities to cross train with staff in partner departments and agencies to learn procedures and services.
- Perform other related duties as assigned or requested.
As a 311 Customer Service Agent, you will enjoy discovering that our contact center offers:
- A wide variety of calls/topics. We serve as our customers' primary point of contact for all Denver agencies for non-emergency calls
- The ability to contribute directly to the well-being of City and County of Denver, its citizens, and the surrounding communities
- Current technology that allows agents to efficiently and effectively assist constituents
- An opportunity to learn something new about the City and County of Denver every day
- A fantastic culture
This position requires an online assessment or test. Once you complete your application, if you meet the qualification for the position you will receive an email from
AssessmentTeam@denvergov.org
with a link to the assessment or test. We recommend that you add
AssessmentTeam@denvergov.org
to your safe sender list. If you do not receive the email within 30 minutes of applying, please contact
AssessmentTeam@denvergov.org
.
About You
If you are experienced in Customer Service delivery, are dedicated to independently solve our resident's questions and problems, while delivering exceptional service, takes ownership of customer issues from start to finish, is a keen problem solver with the ability to think on your feet, and is comfortable taking initiative and are a great communicator, this position may be a great fit for you!
We are looking for someone with some or all the following skills and experience:
- Have in-bound call center or direct customer service experience
- Have basic typing skills (30 words per minute)
- Are detail-orientated and demonstrate proficiency in computer skills and internet usage. Familiarity with CRM and Microsoft applications such as Outlook as well as Internet Explorer are also essential.
We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:
- Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
- Experience Requirement: One (1) year customer service experience in a customer contact environment.
- Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements.
About Everything Else
Job Profile
CC2468 311 Customer Service Agent I
To view the full job profile including position specifications, physical demands, and probationary period, click
here
.
Position Type
Unlimited
Position Salary Range
$19.31 - $28.97
Starting Pay
Based on education and experience
Agency
Technology Services
Assessment Requirement
Customer Service Agent - Compliance and Alphanumeric Data Entry
The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.
For information about right to work, click
here
for English or
here
for Spanish.
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