Salary: $41,822.64 - $64,686.24 Annually
Location : City of Spokane, WA
Job Type: Full-Time
Job Number: 099-2024
Department: Varies
Opening Date: 11/18/2024
Closing Date: 12/2/2024 4:00 PM Pacific
CLASS SUMMARY
Are you dependable, personable, and skilled at multitasking? Do you excel at communicating effectively while managing tasks on a computer? Join the team at , where providing knowledgeable, friendly, and high-quality service is a priority for the City of Spokane.
My Spokane 311 connects citizens with essential city services, providing assistance with utility billing, code enforcement, solid waste, construction updates, and other inquiries to ensure seamless access to information and support across multiple City departments.
We are seeking a collaborative and adaptable individual to excel in a dynamic, fast-paced environment. In this role, you will deliver exceptional customer service to Spokane residents through phone, online chat, and in-person interactions, assisting with a wide range of city services.
This position offers the opportunity to progress to a Customer Service Specialist after the first year of employment. You will also be part of an excellent work environment with a great compensation plan, including medical, pension, and 457 deferred compensation plan.
EXAMPLES OF JOB FUNCTIONS

• Interacts with the public to provide a full range of customer-service related support activities, which includes providing information, handling or obtaining details of complaints, submitting service requests, and receiving payments for various City services.
• Receives and responds to a high volume of telephone inquiries and web/chat requests, representing the City to the public over the telephone and through written correspondence in a professional and effective manner.
• Resolves service or billing complaints by providing detailed information regarding policies and regulations or referring unresolved customer grievances to the appropriate department for further investigation.
• Registers and takes payments from participants for parks and recreation activities, and provides information on scheduled classes or events; quotes rates for tours, activities, or other products and services.
• Performs various clerical and office support tasks to include typing, proofreading, filing, record keeping, mailing, sorting, and retrieving documents.
• Operates a variety of office equipment to correspond with customers, and transmits information and documents using a desktop computer, facsimile machine, or postal mail.
• Utilizes various computer software applications to perform record-keeping activities including, but not limited to, the following:
  • determine the status of accounts,
  • enter monetary transactions and issue receipts,
  • create or make adjustments to service requests,
  • document details of customer interactions, including any actions taken, and
  • retrieve, research, and review information related to customer comments, inquiries or complaints.

May assist with in-person customer inquiries or payments for services at the public counter, depending on the department to which assigned.

Performs related work as required.

MINIMUM QUALIFICATIONS
Open Entry Requirements:
(Open-entry applicants must meet all requirements when they apply.)

• Education: High school diploma or equivalent; AND
• Experience: Six months of customer service experience where a significant portion of the work included using a computer to enter and retrieve data.

EXAMINATION DETAILS
For information on what to expect with the hiring process, a test information guide, and frequently asked questions, please visit our .
Applicants must meet the minimum qualifications and pass the examination for this position to be eligible for hire. Qualified applicants are encouraged to apply immediately. All applicants must complete and submit a City of Spokane employment application online by 4:00 p.m. on the filing cut-off date.
Upon request, at time of application, City of Spokane will provide alternative accessible tests to individuals with disabilities that impair manual, sensory or speaking skills needed to take the test, unless the test is intended to measure those skills.
The examination will consist of an online, multiple-choice test, with weights assigned as follows:

• Multiple-Choice Test 100%

EXAMINATION DETAILS:
This is an online examination and will require a computer. If you do not have access to a computer, please notify Civil Service so that one may be provided. Computer reservations can also be made through your local, public library.
Examination links with instructions will be emailed prior to 12:00 a.m. Pacific Time on the start date and will expire at 11:59 p.m. on the due date as listed below. Keep in mind that the test link will be emailed from City of Spokane ( ).

• Applicants who apply and meet the minimum qualifications between Monday, November 18, 2024, and Monday, December 2, 2024, will test Thursday, December 5, 2024, through Tuesday, December 10, 2024.

NOTE: You may begin the exam at any time during the test period; however, once you begin, you will have 2 hours to complete the examination. You may take the exam only once during the open recruitment period.
The examination may include such subjects as:

• Computer Skills
• Customer Service
• Decision Making

We are an equal opportunity employer and value diversity within our organization. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, familial status, genetic information, veteran/military status or disability status. As a Fair Chance employer, City of Spokane does not conduct initial background screening for non-public safety positions.
BENEFIT COMPENSATION VALUE
In addition to a salary, The City of Spokane provides a generous benefits package valued between $24,902 - $34,218.
INSURANCE BENEFITS
Eligibility: Coverage begins for new hires and their dependents on the first day of the month following 30 consecutive days of employment.
Eligible Dependents: Spouse or Domestic Partner, birth, adopted children or children placed for adoption, Domestic Partner's children, step-children who live with employee, and any child for whom employee is legal guardian or for whom coverage is required by a Qualified Medical Support Order. Adult children under age 26 are eligible.
Medical
Qualified employees may select from two health carrier options; a Health Maintenance Organization (HMO) administered by Kaiser Permanente or a Preferred Provider Option (PPO) administered by Premera Blue Cross. The monthly premium varies dependent upon plan and coverage level selected.
Vision
Vision coverage is included in the medical plan selected. Costs for eye exams and hardware; lenses, frames or contacts varies depending on the medical plan selected.
Dental
Dental insurance is provided by Delta Dental of Washington. The City pays the monthly premium in full for employee and eligible dependents.
Life Insurance - Employee Only
Basic Term Life Insurance is provided at one-and-a-half times the employee's annual base salary to a maximum of $150,000. The City pays the monthly premium in full.
Life Insurance - Eligible Dependent(s)
Basic Term Life Insurance is provided at $5,000 for spouse/domestic partner and $2,000 for each child. The City pays the monthly premium in full.
Flexible Spending Account
The City offers two optional Flexible Spending Accounts (FSA) - Health Care FSA and Dependent Care FSA. The Health Care FSA allows an employee to use pre-tax dollars to receive reimbursement for eligible medical, dental, and vision expenses. The Dependent Care FSA allows an employee to receive reimbursement for eligible daycare expenses for dependent children up to age 13 and other eligible dependents as defined by IRS Code.
AFLAC
Supplemental insurance is optional and is provided by AFLAC to help pay benefits that major medical insurance does not cover. The employee pays 100% of the monthly premium.
AudioNet Hearing Aid Benefit
AudioNet Hearing Aid Benefit is optional. The City of Spokane has partnered with AudioNet America to offer a discounted Hearing Aid Program with fixed out-of-pocket costs.
LegalShield/ID Shield
Prepaid legal services and/or prepaid identity theft programs are optional. These programs pay for a limited number of documents to be reviewed, limited trial defense representation, the preparation of a standard will, identity theft consultation, restoration and monitoring according to terms of contract.
Pet Insurance
Get cash back on the everyday care your pet needs to stay healthy! Nationwide/Voluntary Pet Insurance is an optional plan in which City of Spokane Employees can enroll.
Voluntary Term Life Insurance
Voluntary Term Life Insurance is optional and is provided through The Standard Insurance Company and is subject to application review and approval. Additional coverage up to $300,000 is available for employees and their spouse/domestic partner. Dependent children can be insured for up to $10,000 each. The employee pays 100% of the monthly premium.
Continued Medical/Dental Insurance
Employees separating from City service have the option to continue medical and/or dental insurance benefits in accordance with the Consolidated Omnibus Budget Reconciliation Act (COBRA). The employee pays 100% of the monthly premium in addition to a small monthly administrative fee.
RETIREMENT BENEFITS
Spokane Employees' Retirement System
The Spokane Employees' Retirement System (SERS) is a defined benefit pension plan covering non-uniformed employees whose positions are classified under the Civil Service Merit System. As a participant you contribute 11% of your salary toward your retirement. Contributions and earnings are tax deferred. The City also contributes 11% of your salary toward your retirement. Employees hired on or after January 1, 2015 become vested (eligible for a monthly benefit at retirement age) at seven years of service.
Deferred Compensation
Enrollment in the City-sponsored 457 Deferred Compensation Plan administered by MissionSquare Retirement allows participants, on a voluntary basis, to defer a portion of their salary on a before or after tax basis. Contributions and associated earnings contributed on a before tax basis are eligible to receive City matching contributions and are tax deferred (not taxed until taken out). You can also choose to participate in the 457 Roth (after tax) contribution option. You may enroll in the 457 plan or change your contribution at any time. Minimum contribution is $15 per paycheck up to and is subject to the IRS annual limitations. The City will match employee contributions up to $120/month.
PAID TIME OFF
Official Holidays
The City observes seven official holidays as paid. An official holiday that falls on a Saturday will be observed on the preceding Friday. An official holiday that falls on a Sunday will be observed on the Monday immediately following. The City observes Martin Luther King Jr's birthday but has not declared that day as an official holiday. For this reason, employees hired before the third Monday of January receive an additional eight hours of floating holiday time to be used in accordance with Local 270 Collective Bargaining Agreement provisions.
Floating (Personal) Holidays
Up to 48 hours administered throughout the year. Floating holiday hours may not be carried over into the next year and any unused hours will not be paid at termination.
Vacation Leave
Employees must be in paid status for 80% of that pay period to accrue vacation leave. The amount of vacation earned depends on the employee's length of service - from 12 days per year for a new employee to 27 days per year after 20 years of employment. Unused vacation hours carry over each year.
Sick Leave
Sick leave accrues at a rate of six (6) hours per biweekly pay period. Employees must be in paid status for 80% of that pay period to accrue sick leave. There is no maximum accumulation and unused sick leave hours carry over each year.
Other Leaves
The City also provides several other paid and unpaid leaves, such as: bereavement leave, Family and Medical Leave, maternity leave, jury duty, and military duty leave.
WORK/LIFE PROGRAMS
Employee Assistance Program
The Employee Assistance Program (EAP) is a referral and counseling service administered by Deer Oaks. It provides a myriad of services to employees and their household members. Services include receiving confidential assistance for personal issues, such as managing stress, depression, parenting, alcohol/drugs, grief, etc. Each household member is eligible to receive up to eight counseling sessions per issue per year at no charge. There is also a benefit relating financial or legal concerns in addition to Worklife/Convenience services and online tools.
Employer Sponsored Bus Pass (ESBP) Program
The City of Spokane encourages employees to use alternatives to driving alone to work and participates in the ESBP Program offered by Spokane Transit Authority (STA). The program provides a bus pass for unlimited rides free of charge.
Revised March 15, 2022
01
Do you have a high school diploma or equivalent?

• Yes
• No

02
How many months of customer service experience do you have?

• Less than 6 months
• At least 6 months, but less than 12 months
• 12 months or more

03
How much of your work in customer service included using a computer to enter and retrieve data?

• None
• Limited portion
• Moderate portion
• Significant portion
• (No customer service experience)

04
List each job that supports your answers to the two previous questions.NOTE: The "Work Experience" section of your application must list all employers referenced as part of your response to this question. Incomplete applications will not be considered when evaluating minimum qualification eligibility. Please include employer, dates worked, and a brief explanation of how it relates to this position.
Required Question