COMPLAINT CLERK (TEMPORARY)

An incumbent to a position in this class performs general routine work, handling numerous telephone calls and e-mails, requiring a high degree of courtesy and professional service to callers. S/he operates a centralized computer based referral system for citizen complaints and requests for service. S/he operates a centralized computer-based referral system for citizen complaints and. Work assignments and procedures are fixed, and direct supervision is received from the Office Manager. No supervisory duties are performed. Responds to 311 calls through multiple channels i.e. computer e-mailing, telephone calls, correspondence, face-to-face, etc.; Answers telephone calls from citizens on complaints and requests for city service; -determines nature of service required; -inputs, on a computer keyboard, complaint/service requests and E-mails to appropriate city department/district; -verifies required information such as caller's name, address, telephone number and nature of complaint/request; Responds to e-mail communications; -analyzes and determines proper course of action; -creates new case file and responds to sender as required; Generates reports that verify all calls were properly