COMPLAINT CLERK (PROVISIONAL)

COMPLAINT CLERK (PROVISIONAL)

Salary

$44,224.00 Annually

Location

City Hall, NY

Job Type

Full-Time

Job Number

POSTING

Department

MAYOR

Opening Date

08/10/2026

Closing Date

9/7/2026 11:59 PM Eastern

Fee

$0.00

• Description
• Benefits

RESIDENCE: Residence is a requirement for all positions. In the absence of clear and convincing evidence to the contrary, an applicant shall be deemed a non-resident if he/she cannot show ninety (90) days of continuous and uninterrupted residence in the City of Buffalo prior to filing application. THIS DOES NOT APPLY TO ANYONE APPLYING FOR THE BUFFALO POLICE ENTRY LEVEL EXAMINATION. NO RESIDENCY REQUIREMENT-SUMMER LIFEGUARDS: Due to the nationwide lifeguard shortage, residency is NOT a requirement for the seasonal lifeguard position in the City of Buffalo. Applicants from any nearby municipality are encouraged to apply.

PLEASE TAKE NOTICE THAT THE ORDINANCES OF THE CITY OF BUFFALO MANDATE CONTINUOUS RESIDENCY IN THE CITY DURING YOUR EMPLOYMENT, EXCEPT FOR POSITIONS SPECIFICALLY EXEMPT UNDER STATE LAW.

FEE: WHERE INDICATED, A NON-REFUNDABLE APPLICATION PROCESSING FEE MUST ACCOMPANY YOUR APPLICATION VIA CHECK, CASH OR MONEY ORDER (If using check for payment, your check must clear to complete processing.)

Check with Civil Service office for fee waiver info.

Distinguishing Features of the Class

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.

Examples of work (Illustration Only)

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 callers 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 input and makes corrections as required;

• maintains customer records by updating caller information database and account information;

Assists walk-in customers as required;

May act as a liaison with other city departments including but not limited to the collection of information for knowledge base, escalating cases if needed and corresponding with proper departmental personnel when needed;

May be required to perform outbound calling;

Maintains and keeps familiar with list of codes used for input of information i.e. district, problem description, department referred to and degree of priority;

May be required to open and sort mail and fold letters;

Performs related duties as required.

Minimum Qualifications

Graduation from High School, GED or Equivalency Diploma that must be presented at time of filing application.

Additional Information

Working knowledge of agency procedures governing telephone callers;

Working knowledge of spelling and the English language;

Ability to speak and enunciate clearly;

Ability to act calmly and decisively in accordance with established policies and procedures;

Ability to understand and follow oral and written directions;

Ability to multi-task while presenting information accurately and in an organized manner to customer;

Skill in the use of a computer work station keyboard;

Tact; courtesy; good hearing; professional conduct; exhibits team effort;

Physical condition commensurate with the duties of the position.

The City of Buffalos benefit package is designed to give our employees and their love ones, comfort, safety, and stability they need in serving our community each and every day.

Our offerings include:

• Medical and vision, Dental, Life Insurance (basic) and (supplemental)
• New York State Retirement System
• Deferred Compensation Plan
• Employee Assistance Program for employee/family members
• Flexible Spending Accounts
• Liberal holidays & vacation
• Growth Opportunities and Steady earnings potential

Employer City of Buffalo