Services Representative

Website City of Rochester - Emergency Communications Department

CITY OF ROCHESTER (NY) invites applications for the position of: Service Representative/Bilingual

SALARY: $40,889.00 – $52,412.00 Annually

DEPARTMENT: Emergency Communications Department

BUREAU: 311 Call Center

GENERAL DESCRIPTION: Service Representatives/Bilingual use oral communication skills in both English and Spanish to answer customer inquiries about a variety of services provided by the City and the billing associated with those services. Service Representatives/Bilingual receive requests for services and concerns from a variety of sources and follow-up to ensure that matters have been resolved. This employee also provides callers with general information and makes referrals to City departments or outside services, as appropriate. Employees in this class are assigned to the City’s Call Center and are supervised by higher level personnel. Employees in this title will be required to work various shifts including weekends and holidays. Related work is performed as required. This is a Competitive Class position. The individual selected to fill this vacancy will be given a provisional appointment and will be required to participate in the next Civil Service Examination for this title. A qualified applicant may be provisionally appointed and serve in the position until a Civil Service Examination is administered, and an appropriate eligible list can be established to make a permanent appointment in accordance with the Civil Service Rule of Three.

(See “” Provisional Appointment – FAQ’s) If you are already a City employee and have permanent, competitive status in your current position and appointment to this title would result in a provisional appointment in another department, you will lose your previous permanent competitive rights. CITY RESIDENCY WILL BE REQUIRED WITHIN ONE YEAR OF HIRE.

TYPICAL WORK ACTIVITIES: Responds in both English and Spanish, to customer inquiries, from a variety of sources, concerning services provided by the City of Rochester; Enters customer service requests and other contacts into a computerized tracking system as required; Researches records, contacts other City offices, and if necessary forwards service requests to obtain information or initiate action needed to resolve service requests, customer concerns or inquires; Resolves routine customer concerns (within established guidelines) by contacting the responsible unit; Follows up with customers to determine their level of satisfaction with the services rendered; Compiles and analyzes basic information used in statistical reports based on system records; Refers to schedules, procedures, charts, maps, and databases to provide information, such as services, rates and service days; Recognizes and documents the need to change or correct information contained in databases or on reference materials; Generates routine correspondence which may include form letters or customer satisfaction inquiries; Schedules and dispatches work to other City employees; May use TTY(Teletypewriter) equipment for communication with hearing impaired callers; May participate in community meetings and events to explain City services.

MINIMUM QUALIFICATIONS: High school diploma or Equivalent: PLUS I and II:I. One (1) year of public contact experience, involving giving and receiving of information in a customer service or billing office environment; AND II. One (1) year of work experience using a typewriter-style keyboard, or any typing or computer coursework. NOTE: The work experiences in sections I and II may have been acquired in either the same job or separate jobs.


30 Church St. Room 103A Rochester, NY 14614585-428-7115


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