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311 Service Supervisor (Promotional) - EXAM

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311 Service Supervisor (Promotional) - EXAM

Salary

$29.47 - $44.19 Hourly

Location

Varies by position

Job Type

Full-time

Job Number

25-0440-M1

Department

48 Department of Neighborhoods

Division

Neighborhoods

Opening Date

09/25/2025

Closing Date

10/16/2025 11:59 PM Eastern

+ Description

+ Benefits

+ Questions

Definition

Under direction, is responsible for supervising employees engaged in responding to and processing non-emergency requests for City services, problem resolution, and/or general information; performs other duties as required.

Examples of Work

(Any one position may not include all of the duties listed, nor do the examples cover all of the duties that may be performed.)

+ Supervises service representatives and support staff assigned to the 311 non-emergency response system, which includes completing performance evaluations, approving leave requests, and initiating disciplinary actions;

+ Assists the 311 Service Manager with daily operations of the 311 Service Center, including answering citizens’ requests, contacting City departments/divisions, and responding to complaints regarding policies and procedures;

+ Assigns work schedules and reviews for accuracy;

+ Develops scripts for representatives to convey accurate information regarding new or unusual developments in City services to the public;

+ Maintains and monitors daily statistical reports on call volume, response times, task dispositions, and additional relevant performance data, as required by management;

+ Prepares reports and correspondence requested by management; exchanges information with departments to better provide service to the public;

+ Responds to difficult calls or unusual requests for assistance;

+ Develops and implements customer service training programs and systems update trainings;

+ Contacts departments/divisions as necessary to resolve and complete service requests and update knowledge database;

+ Monitors all operating equipment to ensure system is functioning properly; schedules maintenance and repair of equipment;

+ Stays abreast of current technology, new industry developments and standards, and Federal Communication Commission (FCC) regulations related to 311 service centers.

Minimum Qualifications

In order to qualify for this promotional examination, you must be a current City employee and now have, or have had during your continuous service with the City, permanent status in the classification of311 Service Representative Ior311 Service Representative II. You must also meet the Minimum Qualifications listed below:

Completion of the twelfth school grade and four (4) years of experience in customer service or as a call center representative. Substitution(s): A certificate of high school equivalence (GED) will be accepted in lieu of the educational requirement.

Test/Job Contact Information

The names of the applicants passing this administration of this exam will be used to create aNEW, PROMOTIONAL, eligible list for this classification and willreplace the names of applicants on the current eligible list. If you are interested in having your name included on the new eligible list, you will need to apply for this exam within the filing period and successfully complete all phases of the testing process. Questions regarding this process can be directed to the Test Center at 614-645-7439.

The examination process will consist of a situational judgment (SJT) exam weighted 15% covering problem scenarios with response options; and a computerized exam weighted 85% covering Customer Service Scenarios, Reading Comprehension, Problem Sensitivity, Logic & Reasoning, and Microsoft Outlook, Word, and Excel.

Approved applicants will be notified by mail/email of their scheduled test date and time.

All applicants must complete all phases of the testing process in order to receive a final score. The names of all candidates who pass this examination will remain on the eligible list for two years, unless the eligible list is replaced prior to or extended beyond the two years. If a candidate's name is certified and the candidate is to be considered for employment, the hiring process will include one or more interviews, a criminal background check, and a pre-employment drug test.

The certification process will be: Fixed Band

The City of Columbus is an Equal Opportunity Employer

The City of Columbus seeks to promote compensation strategies that maximize the recruitment, performance, development, and retention of quality employees in support of the City's Covenant and strategic plan. In addition to a competitive pay plan, the City offers a comprehensive benefits program that includes the following:

+ Medical

+ Dental

+ Vision

+ Short-term Disability

+ Life Insurance

+ Wellness Program

+ Tuition Reimbursement

Specifics about these benefit opportunities and eligibility can be discussed with one of the City's human resources professionals at the time of your interview or by contacting the Department of Human Resources, Labor Relations Office at (614)645-7206 for further information.

01

Are you a current City of Columbus employee? This exam is being given promotionally; if you are not a current City of Columbus employee, your application will be voided.

+ Yes

+ No

02

Did you have permanent status as a 311 Service Representative I or 311 Service Representative II during your continuous service with the City? "Permanent status" typically means you completed the probationary period or were exempt from the probationary period.

+ Yes

+ No

03

Have you completed the twelfth school grade, possess a high school diploma, or possess a GED?

+ Yes

+ No

04

Do you have four (4) or more years of experience in customer service or as a call center representative?

+ Yes

+ No

05

Did you include all of your relevant work experience and job duties that demonstrate you meet the minimum qualifications for the job? If no, return to the "Work" section of this application and add relevant work experience and job duties. Note: A resume' attachment does not substitute for including the relevant information in the "Work" section of this application.

+ o Yes, I listed every job and job duty in the "Work" section of this application that demonstrates that I meet the minimum experience qualifications for the job.

+ o No, I do not meet all of the minimum experience qualifications for the job.

Required Question

Employer

City of Columbus

Address

77 N. Front Street, Suite 330

Columbus, Ohio, 43215

Phone

(614) 645-8301

Website

https://new.columbus.gov/Government/Departments/Civil-Service-Commission

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