Posting number: 6J57-20260817-10-00
Department: MDO Managing Director Office
Job classification: 3-1-1 Contact Center Agent Supervisor
Posting type: Department Only Promotional
Categories: Telecommunications, Management, Customer Service
This is supervisory level customer service work on an assigned or rotating shift in the City’s 3-1-1 Contact Center. An employee in this class supervises and coordinates the day-to-day operations, functions and activities of a diverse workforce engaged in receiving, processing and responding to requests for non-emergency City services and information. A significant aspect of the work is ensuring quality and efficient customer service delivery. The class is differentiated from the advanced performance level class as employees have supervisory responsibilities and are accountable for carrying out work objectives within the scope of established guidelines. Work is performed under the general supervision of an administrative superior.
The analyst responsible for reviewing applications and additional documentation for this job opportunity is:
For all other inquiries, please contact Customer Service at 215-686-0880 or email hrhelpdesk@phila.gov
ELIGIBLE LIST: DEPARTMENTAL-ONLY PROMOTIONAL
Only a departmental promotional eligible list for the Managing Director's Office will be established as a result of this examination.
Candidates who pass the exam and are placed on the civil service list will be retained on the list for a minimum of one year and a maximum of two years after the establishment of the Eligible List.
PREFERENCE FOR PHILADELPHIA RESIDENTS
Candidates who have maintained a bona fide residence in Philadelphia for at least one year prior to the date of the civil service examination shall have priority over all other people receiving an identical test score.
To receive such preference, candidates must respond to the question regarding residence on this application. This response will be used to determine eligibility for preference for residents. Documentation of residence may be required if there is any question as to whether you meet the residency preference requirements.
If an applicant does not respond to the appropriate residence question, it will be assumed that the applicant does not qualify for residence preference. Eligibility for residence preference must be determined by the date of the test administration. No requests for residence preference will be granted after the test administration.
TRAINING AND EXPERIENCE EVALUATION
Applicants will be evaluated and scored based upon their training and experience credentials. Applicants will not be asked to appear to take a scheduled examination.
Scores in the Training and Experience Evaluation will be based on documentation of education and experience provided by the candidate. To receive full credit for your education and experience, you should submit all relevant documentation including college transcripts, licenses, certifications, paid out of class documentation, etc. and provide a detailed description of your education, experience, and credentials.
An Eligible List will be established the week of September 28, 2026 Please note that this date may change.
TEST REVIEW
In accordance with Civil Service Regulation 9.091D, candidates may review their answer sheets and other test papers to determine if they have been scored correctly or if there has been an irregularity in the administration of the examination. Candidates will have 30 days after the results have been mailed to review their test and to file a written appeal. Call 215 686-0880 if you wish to schedule a test review.
High School/GED
The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests
ANTICIPATED ELIGIBILITY
Candidates who meet all eligibility requirements within 6 months of the application deadline will be admitted to this examination. Successful candidates will be placed on the eligible list but may not be hired or promoted until all requirements have been satisfied.
1. CIVIL SERVICE STATUS:
Presently employed by the City of Philadelphia with permanent Civil Service status in the Managing Director's Office with a performance rating of Satisfactory or higher.
AND
2. EDUCATION
Education equivalent to completion of the twelfth school grade.
AND
OPTION 1: 311 Contact Center Employees
AND
3. GENERAL EXPERIENCE
Two years of customer service experience receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in a high volume call center or the City’s 3-1-1 Contact Center.
AND
4. SPECIFIC EXPERIENCE
Two years of customer service experience at the full performance level receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in the City’s 3-1-1 Contact Center.
OR
Any equivalent combination of education and experience determined to be acceptable the Office of Human Resources which includes the specific experience.
NOTE: Successful completion of 30 credits at an accredited college or university may substitute for up to one year of the General Experience.
PHYSICAL AND MEDICAL REQUIREMENTS
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
TRANSCRIPT, LICENSES, REGISTRATIONS AND CERTIFICATION REQUIREMENTS
Candidates MUST submit a copy of their official college or university transcript(s) indicating completion of the educational requirement and all required licenses, registrations or certifications at the time of application. Transcripts MUST indicate conference of the appropriate degree. Candidates with a degree from foreign colleges or universities must submit proof of degree as certified by a professional evaluation service.
Candidates MUST submit a copy of their license, registration or certification.
If you have ever submitted a paper transcript, license, registration or certification for any City of Philadelphia civil service examination, you must submit another document
Option 1 - Upload a paperless transcript, license, registration or certification – One time only!
You may upload documents into your account and attach a document with this application. Once the document is uploaded to your account, it may be attached to all future applications. Attaching your document will save you time and money if you apply for an examination in the future, and you will be assured that your transcript cannot be misplaced.
Your documents should be uploaded and attached to your application before it is submitted. They cannot be uploaded or added to your application electronically after your application has been submitted.
Option 2 – Submit a paper transcript, license, registration or certification – Separate document required for each application
If you submit a paper copy of a transcript, license, registration or certification, the document will be used for this application only. You will have to submit documents again whenever you apply for an examination in the future. Paper documents will not be retained and will not be returned to applicants.
Mailing address for paper transcript and other required materials
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