City of Fort Wayne

Job Description:

SUMMARY

Incumbent will receive training and exposure in the 311 Call Center, learning how 311 Specialists support various City departments to resolve service issues in a courteous, accurate and responsive manner. Incumbent will be provided with an overview of City services and learn how divisions come together to provide the comprehensive services provided to the community.     The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the City safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the ability to interact with the public, City incumbents, and outside agencies with patience, tact, respect, and professionalism and the following. Other duties may be assigned.

• Assists the 311 Call Center, learning how 311 support various City departments;
• Incumbent will take Solid Waste Department calls (Missed Trash and Recycling, etc.);
• Incumbent will take Street Department calls (Leaf collection, Potholes, etc.);
• Incumbent will take Neighborhood Code calls (Tall grass, etc.);
• Learns overview of City Government and departmental functions;

MARGINAL FUNCTIONS

• Performs general/clerical tasks, which may include making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail.
• Provides assistance to other employees or departments as needed.
• Performs other related duties as required.

PERFORMANCE EXPECTATIONS

The incumbent is responsible to manage their performance in accordance with this job description and the performance expectations provided to them by management. If at any time the incumbent is unsure of their role or specific responsibilities, it is the incumbent’s responsibility to refer to their job description and ask for clarification from their supervisor. Management will work with the incumbent, as needed, to ensure performance expectations are clearly communicated and performance goals are achieved.

SUPERVISORY RESPONSIBILITIES

This job generally has no direct supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• In pursuit of High School diploma or GED;
• Customer service experience preferred;
• Proficient in Microsoft Office Suite;
• Must have the capacity to learn new skills quickly, especially in the area of Human Resources;
• Ability to follow instructions;
• Ability to communicate effectively, both orally and in writing.

OTHER KNOWLEDGE, SKILLS and/or ABILITES

• Must have the capacity to work with a variety of software systems and social media tools to assist citizens with their service request needs
• Outstanding verbal and written communication skills;
• Outstanding interpersonal skills;
• Organizational skills, good technology skills and the ability to work with others;
• Ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions;
• Ability to speak multiple language is an asset.

LANGUAGE SKILLS

The incumbent will be required the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information. Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives. The incumbent must be courteous, attentive and precise when answering the telephone, dispatching information to citizens, businesses, or City personnel.   Must be able to enunciate clearly all telephone communication and dispatch information.

MATHEMATICAL SKILLS

Requires the ability to calculate and/or tabulate data. Includes performing subsequent actions in relation to these computational operations:

The incumbent must have the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

The incumbent is required to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria. The incumbent makes decisions on non-routine administrative duties. Incumbent makes contributions on non-routine decisions and recommendations involving resolving conflict and advocating for the citizens. The incumbent must be able use own judgment and initiative problem solving. Unusual problems or deviations from departmental guidelines are discussed with the supervisor.

CERTIFICATES, LICENSES, REGISTRATIONS

Indiana driver’s license if City vehicle is used.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and ability to adjust focus. Tasks may involve extended periods of time at a keyboard or work station.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.