311 Call Center Agent - Bcit

SALARY RANGE:

$39,846.00 - 46,872.00 Annually

Our Benefits

The city offers a comprehensive benefits package which includes medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

Get to Know Us

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits plans. We are excited to have you as a part of the City of Baltimore Team!

Job Summary:

The 311 Call Center Agent serves as a primary point of contact for Baltimore City residents, businesses, and visitors seeking non-emergency City services and information. This role is responsible for handling high-volume inbound calls, accurately documenting service requests, providing timely information, and ensuring a positive customer experience.

Agents work in a fast-paced call center environment, using multiple systems to intake requests, route issues to the appropriate City departments, and provide status updates when needed. Success in this role requires strong communication skills, attention to detail, customer service excellence, and the ability to remain professional and empathetic when assisting diverse populations.

MINIMUM QUALIFICATIONS

On or before the date of filing the application, each candidate must:

EDUCATION: Graduated from an accredited high school or possession of a GED certificate

AND

EXPERIENCE: Have one year of experience as a Call Center Trainee OR two years of experience as a Call Center Representative in a "Call Center" environment Including the operation of a computer terminal for the purpose of data entry or work processing.

OR

NOTES (EQUIVALENCIES): Have an equivalent combination of education and experience.

APPLICATION DEADLINE: Please submit your application no later than 12:00 AM on the closing date to be eligible for consideration.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of the practices and procedures of computerized data entry.

• Skill in the operation of basic Window-type applications.

• Skill in dealing with the public effectively, tactfully and calmly.

• Skill in exercising tact, diplomacy and sound judgement in sensitive or stressful situations.

• Skill in recording data accurately within limited time periods.

• Ability to speak clearly and concisely in English.

• Ability to establish and maintain effective working relationships with the general public, City employees and shift work staff.

• Ability to operate computer terminals and keyboards.

• Ability to type or stroke with speed and accuracy.

Background Check

NOTE: Those eligibles who are under consideration for appointment to positions in this class will be required to authorize the release of criminal conviction information and pass a fingerprint and background investigation by the Baltimore City Police Department.

Probation

All people, including current City employees, selected for this position must complete a mandatory six-month probation.

Eligibility

Qualified candidates will be considered for vacancies as they arise, for a period of at least six months. The decision of the Director of Human Resources with respect to acceptable minimum qualifications is final.

Education Accreditation

Applicants' education must be obtained from an accredited institution. Education credentials obtained out of the US must be evaluated for US equivalency. Evaluation agencies information may be obtained at www.naces.org.

FINANCIAL DISCLOSURE AND RESIDENCY REQUIREMENT

This position is required to complete an Affidavit for Political Appointees and Public Officials as part of the City's Residency Requirement. You will also be required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law.

SELECTION PROCESS

All candidates indicating the minimum qualifications on their applications will be placed on the eligible list without further examination. The training and experience of each candidate will be evaluated for appropriateness and quantity. It is essential, therefore, that you give complete and accurate information on your application. Vagueness or omission may prevent you from being considered for this position. Qualified candidates will not be listed in rank order.

EXAMINATION PROCESS

Applicants must provide sufficient information on their application to show that they meet the qualifications for this recruitment. Successful applicants will be placed on the employment certified eligible list for at least six months.

The examination will consist of a rating of your education, training, and experience as presented in your application and as they relate to the requirements of the position. You may be required to complete supplemental questions to further examine specific Knowledge, Skills and Abilities of the position. Therefore, it is important that you provide complete and accurate information on your application.

Your Recruiter: Ayomide Arodoye

If you have any questions, please contact Ayomide Arodoye , Recruitment & Talent Acquisition Specialist II via email at Ayomide.Arodoye@baltimorecity.gov

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodation during the hiring process should contact Human Resources directly. Do not attach your request for accommodation to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER