Customer Relations Representative; Emergency Communications Center

311

Cincy Call‑Taker

Employee represents the City of Cincinnati to customers and is responsible for responding to and processing non‑emergency requests for City services, problem resolution, and/or general information. Employees interact with customers in person, by telephone, by e‑mail, or in writing while maintaining a high level of customer satisfaction. Employees generally work in a call‑center type operation (the Emergency Communications Center) alongside staff who are responsible for answering emergency calls and dispatching first responders in Cincinnati.

The center is a 24/7 operation and the employee may be required to work eight or twelve‑hour shifts on a day or night shift schedule. Employees respond to and process requests from internal customers such as Police Officers and Emergency Communications staff by making telephone calls, computer entries, and other record keeping.

• Basic mathematics, including addition, subtraction, multiplication, division, fractions, and percentages.
• Basic business English, including spelling, grammar, punctuation, and sentence structure.
• Problem‑solving techniques.
• Methods needed to gather relevant information from callers by asking appropriate questions.
• City of Cincinnati services and functions in order to refer complaints to the appropriate department or agency.
• Functions of non‑city agencies in order to refer complaints, problems, and emergencies to other agencies and companies.
• FCC Standards for two‑way radio communication.
• Software applications used for customer service and billing functions.
• Safety policies and procedures, e.g., Employee Safety Instruction Manual and applicable agency requirements.

• Operate a computer utilizing the appropriate software related to the assigned area of responsibility.
• Operate a two‑way radio and telephone equipment.
• Input appropriate data into the computer system utilized.

• Communicate effectively orally and in writing.
• Speak clearly and concisely using correct English grammar in order to communicate clearly over the telephone, two‑way radio, and in person.
• Use a headset to place and answer telephone calls.
• Interpret and clearly explain procedures, situations, and policies to the public as well as to other employees.
• Write legibly, clearly, and concisely using proper English.
• Reduce a complaint or problem to writing for recording purposes.
• Listen effectively.
• Work cooperatively with coworkers in a team environment.
• Determine the nature of a problem based on the caller’s information and make decisions concerning referral of messages with limited information.
• Determine the proper resources needed depending on the type of problem.
• Prioritize calls and requests by degree of hazard to public safety.
• Organize work and follow directions, both oral and written.
• Read and interpret information provided in reference manuals, on computer printouts and spreadsheets, on federal and county records, on intranet and internet sites, on computer software displays, in training sessions, on City maps, and in staff meetings, and empathize with customers and communicate clearly in layman’s terms.
• Handle difficult customers or situations in a calm and professional manner.
• Perform mathematical calculations.
• Work in a fast‑paced environment.

• Answers incoming calls from citizens, alarm companies, Police Department, Fire Department, other City Departments, and other agencies regarding requests for city services; prioritizes calls received simultaneously by radio, telephone, and other call takers. Transfers callers who are reporting an emergency on a non‑emergency telephone line to 911 operators when appropriate.
• Calls back citizens, alarm companies and other parties to notify them of service delays or to gather more information at the request of Police Department, Fire Department and Emergency Communications staff.
• Receives complaints and requests, provides information, analyzes data to determine proper response to inquiries, responds to inquiries, and/or directs citizens to the proper department for assistance.
• Provides information and assistance related to City services, activities, procedures, or other issues;…