Job Title:  311 Customer Service Specialist
Reports To: 311 Manager
FLSA Status: Non-exempt
Job Type: Full Time, In Office
Starting Salary: $21.60/hour, 35 hours per week
First Responder/Essential Employee Status: This position is not defined as first responder according to the Federal Labor Standards Act and the intentions of the Louisiana Revised Statutes 33:9103 and 33:9124. This position is designated as Essential Personnel and may be required to report for duty during major events and/or declared emergencies of any size. Failure to report could result in immediate dismissal.

Job Purpose/Summary of Position
Reporting to the 311 Manager, the Customer Service Specialist is responsible for answering and processing inbound and outbound 311 calls from the public to ensure the efficient and effective delivery of 311 services for the Orleans Parish Communication District (OPCD).  This position gathers, classifies, and supplements essential information from the caller and enters it into the QuickBase system. This work requires the ability to interpret written, oral, or diagrammatic instructions, and the ability to exercise independent judgment.

Position Responsibilities

• Receives 311 calls from the public requesting city services, answers questions, and provides general information for various city services, forwards requests to city personnel when appropriate.
• Performs multiple tasks simultaneously; takes appropriate action when presented with a routine call.
• Maintains conversation with caller to obtain and verify pertinent information; identifies, through established protocols, the nature of the problem; summarizes the critical information from the caller and enters the information into the 311-system using correct grammar, spelling, and punctuation.
• Fields customer questions and complaints, and when the issue is beyond the representative’s knowledge, forwards to the assigned supervisor or other appropriate staff.
• Maintains knowledge of 311 services and complies with related policies and procedures.
• Maintains citizens accounts and records of citizen interactions with details of inquiries, complaints, or comments.
• Notifies appropriate personnel and/or supervisor of critical situations and problems with communications or computer equipment.
• Attends training courses and sessions as offered and/or required by OPCD.
• Transfers incoming calls when appropriate.
• Maintains a formal and informal network of communications with other agencies on issues relating to 311.
• Performs other duties as assigned.

• High school diploma or G.E.D. equivalent
• One (1) to two (2) years customer service or communications experience or any equivalent combination of related education and experience
• Ability to perform detail-oriented tasks efficiently and accurately in a fast paced, high stress environment
• Ability to speak and write articulately, clearly, and interact with the public and a diverse workgroup
• Ability to continuously read and visually scan a minimum of three (3) computer monitors.
• Ability to identify basic risks and liability implications
• Ability to continuously scan information, concentrate and evaluate information while handling angry, difficult, hysterical, or uncooperative callers
• Must be able to exercise good judgment and decision making under high stress conditions
• Must be able to communicate effectively, both orally, with individuals and groups, and in writing
• Successful completion and clearance of a criminal background investigation and drug screening
• Must be able and willing to work all shifts, including weekends and holidays. You may be re-assigned at any time based upon the agency's need

• One (1) year of experience working in state, parish/county, or municipal government
• One (1) year of experience handling inbound/outbound calls at a customer service center
• Able to exercise good judgment and decision making under high stress conditions

Physical Requirements
Tasks require the ability to exert light physical effort, which may involve occasional lifting, bending, kneeling, stooping, pushing, or pulling of objects. Ability to accurately keyboard at 35 wpm with 100 percent accuracy, verified through onsite assessment. Tasks require the ability to view computer screens for long periods of time, sufficient visual acuity to perform essential job functions, with or without correction is required. Work involves hearing and repetitive listening to emergency calls, adequate hearing ability to perform essential job functions is required.

Drug Free Workplace
OPCD is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol.

Shift
This position is designed to work a seven-hour shift each day, Monday through Friday, and at the direction of the 311 Manager to have staffing between 8:00am to 5:00pm, with additional expectations for nights or weekends as circumstances require. Time of shift may be re-assigned at any time based upon the agency's need. Reporting to work during major events and/or declared disasters is expected. This position is required to be primary employment. Conflicts created by secondary employment or a failure to disclose other employment may result in termination.

Additional Information for Prospective Candidates
This job description does not contain a comprehensive listing of activities, duties or responsibilities that are required for this position.  Duties, responsibilities, and activities may change at any time with or without notice as required to fulfill the organization’s mission.

The Orleans Parish Communication District is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
 

The Orleans Parish Communications District provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the Orleans Parish Communications District complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. The Orleans Parish Communications District expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of The Orleans Parish Communications District’s employees to perform their job duties may result in discipline up to and including discharge.

One City, One Agency, One Mission