Overview

The Mayor's Office of Community Engagement (OCE) encourages, facilitates, and maximizes citizen input and participation in all aspects of government through service requests, neighborhood meetings, mailings, and emergency responses.

As part of the OCE, Boston 311 is the main constituent service line for the City of Boston. We are call takers and constituent advocates who deal with a broad range of issues affecting constituents - everything from fixing potholes and pruning trees to cleaning up vacant lots or finding a spot in a homeless shelter. We interact with people at virtually every level of government.

We are working to build a better Boston by improving channels to listen to constituents and act on their needs. Finding top talent is critical to achieving this goal.

Responsibilities

Answers incoming calls from constituents on a variety of neighborhood concerns.
Mediates calls from residents to the appropriate departments for escalated submitted cases.
Daily uses the case management system to create and close cases appropriately.
Handles service requests submitted through other channels of communication, such as the Bos:311 app and Self Service portal.
Communicates with constituents using 311’s live chat program.
Handles emails sent by constituents and departments in response to service request creations.
Reallocates service requests sent back to 311 from departments.
Performs related work as required.

Minimum Entrance Qualifications

At least one (1) year of full-time or equivalent part-time experience in office, receptionist, clerical, administrative work, or a related field, preferably in work that includes customer service in a call center or similar operation.
Appropriate educational substitutions can be made for the required experience.
Knowledge of the City of Boston neighborhoods preferred.
Ability to respond to telephone requests in a courteous manner and exercise initiative in following up on calls; maintain confidentiality; enter information accurately; follow oral and written instructions; and work as part of a team in a fast-paced environment with pressing deadlines.
Ability to exercise good judgment and focus on detail as required by the job.
Strong oral and written communication skills.
Proficiency in the use of computer applications such as Microsoft Office and Google Mail.
Bilingual skills preferred.
Must be able to work evenings and weekends as required and during snow and other emergencies.

BOSTON RESIDENCY REQUIRED

Terms:

Union/Salary Plan/Grade: AFSCME/RA-14

Hours per week: 35

The City of Boston is proud to be an Equal Opportunity Employer. We invite applications from all qualified individuals and do not discriminate based on race, color, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, military or veteran status, or any other protected category.

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311 Call Taker

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