Service Representative - EXAM

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.

• 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.

Completion of the twelfth school grade and one (1) year of experience in customer service or as a call center representative. A certificate of high school equivalence (GED) will be accepted in lieu of the educational requirement.

The City of Columbus is an Equal Opportunity Employer.