Service Representative - EXAM

Position: 311 Service Representative I - EXAM
Definition

Under general supervision, is responsible for responding to and processing non-emergency requests for City services, problem resolution, 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 and transfers emergency calls to the designated department/division;

* Operates a computer to input 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 departments/divisions for resolutions;

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

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

* Assists the general public via phone calls, emails, online forms or at neighborhood events; provides information regarding municipal or community services;

* May communicate with individuals with limited English language skills.

Minimum Qualifications

Completion of the twelfth school grade and one (1) year 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 a NEW, OPEN COMPETITIVE, eligible list, and will replace the names on the current list. 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 .

The examination process will consist of a computerized exam weighted 90% covering Public Relations, Information Ordering, Call Center Customer Service, Record Locating, and Microsoft Outlook 2021, and a computerized exam weighted 10% covering Data Entry.

The exam is expected to be administered in late July - early August 2026. 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