City of Evanston
*Starting salary is dependent upon qualifications, but in most cases is no higher than the midpoint for range.
SALARY RANGE: $24.666 – $34.534/ hourly 2025 Range
Non-Exempt – FOP Union Position
NATURE OF WORK:
This position provides the first-line non-emergency response to citizens requesting information or service from the City. Using a variety of computerized systems to answer questions, employees will provide accurate information, generate reports, and maintain records; explain and interpret general departmental policies to inquirers on the phone; provides support services to field units. Employees must utilize excellent communication skills, written, verbal, and listening skills in order to determine the appropriate manner in which to respond to a call, text, chat, or email, must be tactful yet firm in enforcing appropriate departmental policies and procedures. Employees must possess excellent customer service skills and appropriate telephone etiquette. This position work shifts, which may include weekends and holidays, is uniformed, and may be subject to voluntary and mandatory overtime as dictated by the supervisor.
ESSENTIAL FUNCTIONS (Specific assignment will include some or all of the following):
● Responds to customer inquiries via phone, email, chat, or other communication channels with professionalism, empathy, and accuracy.
● Uses active listening and problem-solving skills to identify customer needs and provide appropriate information or resolution.
● Answers, screens, and routes, when necessary, non-emergency telephone calls for information or service.
● Explains City procedures and services; addresses information requests accurately, professionally, and within departmental and City standards.
● Receives and logs complaints from the public concerning city services and operations.
● Identifies problem situations and utilizes different methods of problem-solving.
● Solicits information to determine appropriate resources needed to respond to requests for service.
● Handles multiple tasks within appropriate time frames and operating procedures.
● Receives calls for service and inquiries regarding routine repair or maintenance and emergencies for the City.
● Determines the nature and location of the problem, and delivers a response or distributes information to appropriate personnel.
● Initiates various service requests for emergency and non-emergency calls for City services.
● Distributes information electronically, delivering to departments
● Maintains comprehensive service request logs and related records utilizing Access databases, Excel, Google Suite, and CRM software to track, analyze, and ensure accurate documentation of service requests.
● Coordinates inter-departmental information disbursement via email, radio, and telephone communications.
● Receives after-hour phone calls for city departments, providing both general and specific information to callers regarding city services and public or special events.
● Provides street directions and truck route information to callers.
● Notifies other jurisdictions or agencies of hazards, routing requests for service, or coordination of efforts required for situations within the city limits or surrounding areas.
● Clerical tasks as assigned
● Assists with various projects or special assignments as needed, including training of new employees.
● Attends functions outside of the 311 Center and promotes 311. This may include outdoor activities.
● Be able to drive a City vehicle to special events
● Performs other duties as assigned.
MINIMUM REQUIREMENTS OF WORK:
● Must possess a High School Diploma, GED, or higher; some college education is preferred.
● Must possess three (3) or more years of work experience working in a fast-paced, highly structured customer service environment.
● Must possess a valid driver’s license and a safe driving record.
● Must be able to type a minimum of 25 words per minute.
● Evanston residency preferred but not required.
● Knowledge, skills, and abilities in the following areas:
o Working knowledge of customer service principles and techniques.
o Ability to effectively communicate and calm irate citizens, while still obtaining the necessary information to solve problems, defuse emotional situations, respond appropriately to emergency/non-emergency requests and calls.
o Ability to read and comprehend manuals, ordinances, general orders, laws, and legal documents.
o Ability to write reports and memos using proper format, punctuation, spelling and grammar, using all parts of speech in a manner understandable to the receiver.
o Knowledge and use of computer systems, and the ability to be trained in department-specific software and hardware.
o Ability to coordinate information from a variety of sources, compile into an appropriate format; interpret according to policies, practices, and procedures.
o Ability to work effectively with employees at all levels within the organization; ability to identify problems and the best possible resolutions to issues.
o Knowledge of social media, including Facebook and X, and the ability to use LiveChat and text.
o Knowledge of radio procedures and rules.
o Knowledge of City departments and their responsibilities.
o Knowledge of geographic features and streets within the service area.
o Knowledge of office procedures and practices.
o Ability to exercise good judgment and make sound decisions.
o Ability to understand and follow oral and written instructions.
o Ability to work on various tasks simultaneously.
o Ability to work various shifts as assigned.
PHYSICAL REQUIREMENTS OF WORK:
Medium work, exerting up to 10 pounds of force frequently and/or up to 25 pounds of force occasionally, and/or a negligible amount of force constantly to move objects. Work is mainly indoors, but will include outside duties with Mobile 311.
NECESSARY SPECIAL REQUIREMENTS:
● Must be able to become proficient with computer and/or web-based systems such as Accela (permit software), Passport Financial Software, VueWorks, CITY WORKS (asset management software), Utility billing software CRM System, Service Request/Workflow Management Software, and Internet research, Computer-Based Phone System and additional software programs Department-specific.
SUPERVISION:
Work is performed under the general direction of the 311/Service Desk Manager. The employee is responsible for completing work according to Departmental and City work rules and safety regulations. Work is reviewed through ongoing observation, written and verbal communications, meetings and feedback from the supervisor and from other City employees. Guidance is provided through rules and regulations, policies and procedures, Personnel Rules, and FOP contract. Additional guidance is provided through state statutes, City ordinances and standard operating procedures. Work is evaluated at least annually for quality of tasks, adherence to work rules, and performance in accordance with the classification standard.
PUBLIC CONTACT:
This is a front-facing customer service position and is consistently and continuously interacts with members of
the public and other City. Employee will interact with irate and emotional customers.
SELECTION METHOD TYPE OF ELIGIBILITY LIST LIFE OF ELIGIBILITY LIST
Category Group Two Years
Practical Testing (Video-Based)
Typing/Computer & Internet Testing – Pass/Fail
Call Center Assessment—Pass/Fail
Structured Oral Interview/Observation – Pass/Fail
Background Investigation – Qualifying
Polygraph Assessment – Qualifying
Psychological Assessment – Qualifying
To apply for this position, please apply online at www.cityofevanston.org on or before the closing date.
Chosen candidates will be required to provide proof of licenses, certifications, and education required for this position. Candidates will also be subject to qualifying pre-employment processes, including medical examination, drug/alcohol screen, employment verification, and criminal background check.
The City of Evanston is an equal opportunity employer and ensures against discrimination in employment on the basis of a person’s race, color, sex, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military discharge status, source of income, housing status, or gender identity. The City of Evanston is also committed to accessibility for persons with disabilities. Any person needing mobility or communications access assistance should contact Human Resources at 847-448-8204 (voice) or 847-866-5095 (TTY)