311 Customer Service Agent Trainee (Communications & Customer Experience [CCX] Dept., Non-Civil Service) *Multiple Vacancies, Nights/Weekends Required* (Bilingual Preference) Non-Civil Service

Job description

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Job Summary

The 311 Customer Service Agent Trainee trains to assist, support, and handle non-emergency communications and responses to residents requesting city services. Interacts with residents making various requests, takes calls where appropriate, and directs inquiries to field staff. Job Description

*The start date for this position will be on or after October 1, 2026.

**For Applicants: for this position, please consider the following elements Below:

-Nights/Weekends Are Required

-Bilingual Language Capabilities (in English and Spanish) (Preferred)

-Dispatch Experience (Preferred)

Overview

Essential Functions

1 Supports call center operations and customer service activities; receives and responds to non-emergency calls from residents; learns to generate appropriate service requests and participates in the dispatching of appropriate crews and equipment.

2 Interacts, communicates, and assists residents requesting services; explains and interprets City policies and procedures, addresses service requests and concerns, and directs customers to necessary parties to resolve problems and provide assistance.

3 Provides follow up to resident requests; ensures field techs have been dispatched and situations have been resolved in a timely and effective manner; addresses utility concerns, neighborhood or City inquiries, or other non-emergency concerns.

4 Receives, prioritizes, and dispatches non-emergency service requests to City field staff; interacts and engages with different levels of management to resolve or report an issue; develops competency and experience through effective training and participation in residents’ concerns.

5 Inputs and transmits call information entering incident data in system to ensure documentation of incident and transmittal to dispatcher for prompt response.

6 Interviews callers to obtain all necessary information to ensure an appropriate response to situation and document an accurate and complete report of the incident, situation, or service request.

7 Dispatches and processes non-emergency type of city service requests or concerns from residents in areas such as requests for water turn-ons, or calls involving flooding conditions, signal outage, potholes, water meter breakage, junk motor vehicle removal, or apartment complaint; provides general information and educates residents on City resources, programs, and services available.

8 Maintains numerous record logs for time, identification, and type of service provided.

9 Performs all other work as needed or assigned.

Minimum Qualifications

Education

High School Diploma or GED (Completed).

Experience

None

Licenses and Certifications

None

Additional Position Requirements-Position Specific

-Must be able to work night and weekend shifts (for assigned work shifts).

Preferences-Position Specific

-Bilingual language skills in English and Spanish (Preferred)

-Dispatch Experience (Preferred)

* Minimum Qualification Notation : All qualifying information outlined in the minimum qualifications section: including education, experiences, and licenses/certifications MUST be included in the respective sections of the application (not simply the attachments-for example: resumes or cover letters) to be considered for this position.

Knowledge, Skills, and Abilities

1 Knowledge of City services and programs.

2 Knowledge of telephone etiquette and procedures.

3 Knowledge of customer service policies, procedures, and guidelines.

4 Ability to handle large call volumes, identify resources, and provide the correct responses.

5 Ability to dispatch non-emergency calls to address situations.

6 Ability to apply policies and procedures quickly and effectively.

7 Ability to receive and handle complaints, requests, and information.

8 Ability to perform data entry and work processing.

9 Ability to learn and gain experience through collaborative efforts with other Agents.

10 Communicating effectively verbally and in writing.

11 Establishing and maintaining effective working relationships.

Salary Range

$21.50 - $21.78

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer.