Citizen Service Center Technician - G113 - City Hall

Major Duties and Responsibilities

This position provides customer service for the Citizens Service Center.

• Responds to 311 Citizens Service Center calls for the Columbus Consolidated Government; answers citizen questions; responds to citizen complaints; enters service requests and sends to appropriate department for handling; follows up with citizens and departments for completion of a service request.
• Serves as switchboard operator for Columbus Consolidated Government, the Police Department, and the Fire Department; serves as backup call center for 911.
• Makes online inquiries of service requests, contracted services, utility cut information, cave ins, incident reports, vehicular accidents, road calls, waste collection, recycling, and other general information regarding the Columbus Consolidated Government.
• Retrieves after hours voicemail messages.
• Enters and updates work orders from raw data.
• Assists walk-in citizens and employees.
• Serves as Notary Public.
• Coordinates school tours of Columbus Consolidated Government departments.

Knowledge, Skills and Abilities

• Knowledge of city departments and state and federal agencies.
• Knowledge of city ordinances and government officials.
• Skill in operating a two-way radio, computer, and other specialized equipment.
• Skill in handling multi-line phone systems.
• Skill in using computers and various software programs.
• Skill in the operation of general office equipment.
• Skill in giving directions and reading maps.
• Skill in oral and written communication.

Minimum Educational and Training Requirements

Knowledge and level of competency commonly associated with the completion of specialized training in the occupational field, in addition to basic skills typically associated with a high school education. Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.

Physical Requirements

The work is typically performed while sitting at a desk or table with intermittent standing or stooping. The employee must occasionally lift light objects.

• Balancing – maintain equilibrium to prevent falling while walking, standing, or crouching.
• Climbing – ascending, descending ladders, stairs, ramps, requires body agility.
• Feeling – perceiving attributes of objects by touch with skin, fingertips.
• Grasping – applying pressure to object with fingers, palm.
• Handling – picking, holding, or working with whole hand.
• Hearing 1 – perceiving sounds at normal speaking levels, receive information.
• Hearing 2 – receive detailed information, make discrimination in sound.
• Lifting – raising objects from lower to higher position, moving objects side to side, using upper extremities, back.
• Manual Dexterity – picking, pinching, typing, working with fingers rather than hand.
• Mental Acuity – ability to make rational decisions through sound logic, deductive reasoning.
• Reaching – extending hands or arms in any direction.
• Repetitive Motion – substantial movements of wrists, hands, fingers.
• Speaking – expressing ideas with spoken word, convey detailed, important instructions accurately, concisely.
• Standing – for sustained periods of time.
• Stooping – bending body downward, forward at waist, with full motion of lower extremities and back.
• Talking 1- expressing ideas by spoken word.
• Talking 2 – shouting to be heard above ambient noise.
• Visual Acuity 1 - prepare, analyze data, transcribing, computer terminal, extensive reading.
• Visual Acuity 2 - color, depth perception, field of vision.
• Visual Acuity 3 - determine accuracy, neatness, observe facilities/structures.
• Walking - on foot to accomplish tasks, long distances, or site to site.