A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact. 

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What We Offer:

  Impact - The work you do here matters to millions. 

  Growth - Philadelphia is growing, why not grow with it? 

  Diversity & Inclusion - Find a career in a place where everyone belongs.

  Opportunities in Tech - Don’t wait for the future, shape it.

  Benefits - We care about your well-being.

Agency Description

Philly311 is the City of Philadelphia’s non-emergency contact center. Philly311 answers customer questions about city government, supports requests for service for most city agencies, and processes approximately 1.2 million customer interactions per year. The center is open from 8 AM to 8 PM, Monday – Friday. During declared emergencies, the center’s hours may be extended. Customers can submit inquiries or request for service 27/7 using web and mobile applications.

The temporary staff would lead a team to support the increase in COVID-related contact center duties. Specifically, Philly311 will be supporting Health (Covid related calls) and PHDC (Rental Assistance programs) for a temporary period. The customer service work would be on an assigned or rotating shift in the City’s 311 Contact Center. The work would be performed under the general supervision of a team lead.

Essential Functions

• Manage a small team of contact center staff
• Utilize a multi-screen computer system including a Customer Relationship Management (CRM) application, phone system, headset, facsimile machine and other office equipment
• Establish and maintain effective communication and working relationships with city employees, outside agencies and the public
• Written and oral communication
• Using Internet navigation
• Type information into a computer terminal accurately
• Understand and follow oral and written instructions

Education and Experience

• Education equivalent to completion of the twelfth school grade or six months of customer service experience.

Competencies, Knowledge, Skills and Abilities

• Maintain customer satisfaction by exercising tact, judgment, and patience in dealing with the public
• Handle high volume customer inquiries via telephone, walk-ins, and electronic requests
• Ability to learn the structure and functions of City departments
• Ask appropriate questions to identify requests for City services and information
• Accurately record details of calls and other service requests in a limited time frame
• Identify calls which must be referred to 911 or to higher-level staff
• Respect the right of privacy and maintain confidentiality of callers
• Simultaneously perform numerous customer service related duties
• Work under pressure including calm and effective dealing with escalating or difficult calls

Salary Range: $40,000 - $44,000

Please attach a resume and cover letter in the additional attachments section if you have them. These documents are not required.

Did you know?

• We are a Public Service Loan Forgiveness Program qualified employer
• Employees are eligible for a 25% tuition discount program (and sometimes spouses and dependents as well) in partnership with area colleges and universities
• We offer comprehensive health coverage for employees and their eligible dependents
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available 

Successful candidate must be a city of Philadelphia resident within six months of hire

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected]. For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx

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