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Assistant Supervisor, 311 Response LinePrintApplyAssistant Supervisor, 311 Response LineSalarySee Position DescriptionLocationPittsburgh, PAJob TypeCS Non-Competitive, Full TimeDepartmentInnovation & PerformanceJob Number19-01211Closing12/23/2019 4:00 PM Eastern
Description
Benefits
POSITION SUMMARYAssists in supervising the operations of the 311 Response Center. Promotes 311 as a resource for all city residents and employees to capture and track services performed and response times of city departments. Performs specialized and moderately responsible customer service duties including planning, monitoring, assisting, checking, evaluating and scheduling. Ensures phone systems, databases, and other related equipment are working properly and that all communication channels remain open. Department: Innovation & PerformanceSalary: $44,279 per yearUnion: None, this is a non-union positionUnion Bid Form: None requiredCivil Service Classification: Non-CompetitiveREQUIREMENTSGeneral Application Requirements:You must submit or show proof of all of the following at the time of filing your application (unless otherwise indicated below) or your application will be disqualified. Disqualifications based on any of these General Application Requirements are not subject to a Civil Service appeal.
A completed online City of Pittsburgh Employment Application, including your online Employment Profile Data. (Education and Work Experience).
Completed online City of Pittsburgh Supplemental Form questions for this position.
A resume, to be submitted online.
Applicants must be or become residents of the City of Pittsburgh prior to employment and remain a resident throughout employment.
NOTE: The City of Pittsburgh, as a matter of policy, conducts pre-employment and promotional background investigations on all candidates being considered for positions. The background investigation includes but is not limited to criminal background, driver's license and City of Pittsburgh real estate tax payments. Candidates may be disqualified from consideration from employment based on the results of their background investigation (as it relates to the job for which the applicant is being considered).NOTE: Candidates being considered for employment will be required to submit official transcripts to verify of their post-secondary education (college/university, trade school, etc.) prior to being hired by the City of Pittsburgh. Transcripts must be submitted at the time of any/each job interview you have with the City of Pittsburgh.Qualifying Requirements:Your City of Pittsburgh application will be reviewed and your work experience and education/training will be evaluated to determine if you meet the qualifying eligibility requirements listed below for this position. You will be sent an eligibility letter regarding your eligible/ineligible status.
WORK EXPERIENCE: The application must clearly show 1 year of full-time experience as a Mayor's 311 Response Line Representative or in a call center environment. (Full-time is defined as 32 hours or more per week. Less than full-time experience will be calculated on a pro-rated basis.)
EDUCATION/TRAINING: The application must clearly show an Associate's Degree from a fully accredited institution. (See NOTE under the General Application Requirements Section above regarding the verification of education/training).
EQUIVALENCY: Education/training and/or work experience may be substituted on a year for year basis if the application clearly shows the required number of years to meet the Total Qualifying Requirement for this position (based on the sum of work experience and education/training listed above). The Total Qualifying Requirement is three (3) years. (See NOTE under the General Application Requirements Section above regarding the verification of education/training).
CIVIL SERVICE EXAMINATIONSIf you meet the qualifying requirements listed above, you will be sent a letter of admission (when applicable) for the following examination(s). You must pass the written and/or performance examination(s) in order to have your name placed on the official Civil Service eligibility list for this position. Candidates who receive job offers must pass a medical examination (when applicable) prior to start date.
Written: None required for this position.
Performance: None required for this position.
Medical: None required for this position.
POSITION DUTIES
Assists in supervising and directing the work of assigned customer service personnel in the acceptance of questions and complaints from the public regarding City services.
Operates and monitors phone equipment and queues to ensure they are working properly.
Monitors 311 Operators to ensure they are receiving and responding to service requests.
Provides information or data to Mayor's Office and other City departments.
Handles referrals from Mayor's Office and City Council staff.
Receives telephone calls, email, and visitors.
Meets periodically with City department heads.
Provides training and technical assistance as well as coaching and staff development opportunities.
Recommends disciplinary and/or corrective action.
Researches internet and other available sources to locate information and update/maintain knowledge base.
Testifies on behalf of the City at hearings and/or depositions.
Speaks at community events.
Recommends policies, procedures, rules and regulations to improve effectiveness and efficiency.
Assumes all supervisory duties and responsibilities when the 311 Manager is out of the office.
Operates office equipment and machines (e.g., PC, computer terminal and peripheral equipment, ACD, copier, fax machine and calculator).
Plans, develops, directs, coordinates, organizes and controls the materials, equipment and personnel under jurisdiction toward the effective, efficient and economical attainment of program goals, including maximum convenience to the public and safety of employees.
Manages area of responsibility in strict accordance with applicable laws, regulations and established policy including union agreements to ensure fair and standardized treatment of employees.
Performs activities and functions of 311 operators and other related tasks and duties that are assigned or required.
Creates proper messaging and responses for social media.
Trains, supervises, and monitors supplemental staff during emergency operations.
CLICK HERE to view the full job description including knowledge, skills, and abilities and working conditions for this position. Locate and click on the position title to view the complete job description. Full-time City employees receive a comprehensive benefit package including:
Health, Dental and Vision Benefits
Pension
Voluntary Deferred Compensation Plan
Tuition Reimbursement
Paid Holidays
Paid Vacation
Personal Days
(Benefits may be modified based on collective bargaining unit terms.)
AgencyCity of PittsburghAddress414 Grant StreetRoom 431Pittsburgh, Pennsylvania, 15219Phone412-255-2710 Websitehttp://www.pghjobs.netApplyYour browser does not support the IFRAME feature, which is required by this web page.
