Job Description

Posting number: 26-00277

Department: Customer Services

Division: 311 CALL CENTER EX

Job classification: 311 Call Center Representative

Posting type: Open

Categories: Customer Service

This requisition expires on August 25, 2026, but may close earlier if the position is filled prior to the expiration date.

Responsible for coordinating the City of Denton’s emergency and non-emergency activities with the customers and utility crews to ensure the best service possible. Utilize the Customer Relationship Management (CRM) software and other work force management applications to manage workload and dispatch appropriate crews to respond to customer needs.

Examples of duties

ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

DUTIES

• Receives incoming calls, emails, and/or work request from internal and external customers through a Customer Relationship Software.
• Research internal and external stakeholder concerns, seek and provide resolution to the request; dispatch crews, as appropriate.
• Utilize the Workforce Management software to appropriately track customer requests; respond, and dispatch City of Denton resources, appropriately.
• Process, log, and file all necessary work orders in the appropriate work database.
• Assist with projects and performs back-office assignments, as needed.
• Assist peers with questions, errors, and escalated customer issues.
• Maintain telephone contact with the department and responds to emergencies at all hours, as necessary.
• Maintain all files and records, classify and index per Standard Operator Procedures (SOPs); prepare, and submit reports, as appropriate.
• Perform system and file maintenance functions, including but not limited to, accurately storing, and retrieving records, completing file searches, audit and update data, route information as appropriate; contact leadership and/or vendor to troubleshoot issues, as needed.
• Serve as Subject Matter Expert on City of Denton non-emergency services and customer request resolution processes.
• Preform regular radio-based safety checks for dispatched crews; contact leadership if unable to reach dispatched crew after identified time frame.

SUPERVISORY/BUDGET RESPONSIBILITIES
None.

OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

EDUCATION, EXPERIENCE, AND LICENSES/CERTIFICATIONS

• High School Diploma or equivalent; and,
• Four (4) years’ experience in utility dispatch, customer service, call center, or related field,

• Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.

REQUIRED SKILLS/ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Knowledge of applicable laws and regulations, as well as City of Denton policies and Procedures.
• Knowledge of the City of Denton streets and neighborhoods.
• Skill in identifying moderate problems and implement solutions.
• Skill at an intermediate level, working with Microsoft Office 365, and other software systems to complete work.
• Skill in interpersonal relationships, including using tact, patience, and courtesy.
• Skill in providing exceptional service to internal and external customers.
• Ability to work independently to manage multiple work tasks while balancing competing priorities with attention to detail and in a fast-paced environment.
• Ability to establish and maintain effective interpersonal relationships.
• Ability to accurately prepare and maintain records, files, and reports.
• Ability to handle records and moderate situations of a confidential nature.
• Ability to handle difficult and stressful situations with professional composure and confidentiality.
• Ability to be flexible and adaptable to changing work environment to facilitate/accomplish needed activities.
• Ability to document all adjustments necessary and approved to complete the project.
• Ability to communicate effectively, both in oral and in written forms, speak publicly, and listen intently to other points of view.
• Ability to meet Quality Assurance Requirements and other key performance metrics for the call center.

CONDITIONS OF EMPLOYMENT

• Must have and maintain a valid Class “C” Driver’s License and valid state required minimum automobile liability insurance prior to employment (must obtain Texas Class “C” driver’s license and state required minimum automobile liability insurance within 90 days of hire per state law).
• Must pass a drug test, driver’s license check, criminal history background check and social security number verification.

Supplemental information

SAFETY

• Perform preventive maintenance on tools and equipment; ensure equipment is in safe operating condition.
• Follow established safety procedures and techniques to perform job duties including lifting and climbing; operate tools and equipment according to established safety procedures.
• Promptly report unsafe conditions in the work area and/or any conditions that are not immediately correctable to the supervisor.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

• Safety Sensitive (Subject to random drug testing): No.
• Tools/Equipment Used: Standard office equipment, including computer and peripherals.
• Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
• Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
• Lifting: Lifting no more than 10 pounds.
• Environment: Works in an office setting, not eligible for remote work; requires irregular and/or prolonged hours.
• Travel: Travels to City of Denton buildings and professional meetings as required.
• Attendance: Regular and punctual attendance at the worksite is required for this position.
  • Must be able to work onsite rotating 12-hour shifts, including nights, weekends, holidays, and overtime.
• Mental Demands: Maintains emotional control under stress; works with frequent interruptions.

CORE VALUES

• Inclusive
• Collaborative
• Service-Oriented
• Strategically Focused
• Fiscally Responsible

TOP TIER BENEFITS

• Medical, dental, and vision coverage in addition to life and disability insurance plans
• Employee Health Clinic
• Paid Vacation Days and Paid Holidays
• Retirement Plan

EEO STATEMENT
The City of Denton is an equal opportunity employer. It is the City of Denton’s policy to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to any protected class, status, characteristic, or activity. All employment decisions, including decisions regarding recruitment, selection, hiring, compensation, benefits, training, advancement, discipline, discharge, and other terms, conditions, and privileges of employment are made without regard to any lawfully protected class, status, characteristic, or activity.

This job description is not an employment agreement, contract agreement, or contract. Management has the exclusive right to alter this job description at any time without notice.