CUSTOMER RELATIONS REPRESENTATIVE (Emergency Communications Center)
Salary
$56,026.18 - $59,185.06 Annually
Location
Centennial II, Human Resources Department, 805 Central Avenue, Suite 200, Cincinnati, Ohio 45202, OH
Job Type
Full-time Classified
Job Number
26-03047 (O)
Department
City Managers Office
Division
Emergency Communication Center
Opening Date
07/06/2026
Closing Date
7/20/2026 11:59 PM Eastern
General Statement of Duties
Join our team as a 311Cincy Call-Taker
Employee represents the City of Cincinnati to customers and is responsible for responding to and processing non-emergency requests for City services, problem resolution, and/or general information. Employee interacts with customers in person, by telephone, by e-mail, or in writing while maintaining a high level of customer satisfaction. Employee generally works in a call center type operation (the Emergency Communications Center) alongside staff who are responsible for answering emergency calls and dispatching first responders in Cincinnati. The center is a 24/7 operation and the employee may be required to work eight or twelve-hour shifts on a day or night shift schedule. Employee responds to and processes requests from internal customers such as Police Officers and Emergency Communications staff by making telephone calls, computer entries and performing other record keeping. Performs related duties as required.
Minimum Qualifications (KSAs)
(Illustrative only. Any one position may not require all of the listed KSAs nor do the listed examples include all the KSAs which may be required.)
Knowledge of:
Basic mathematics, including addition, subtraction, multiplication, division, fractions, and percentages.
Basic business English, including spelling, grammar, punctuation, and sentence structure.
Problem solving techniques
Methods needed to gather relevant information from callers by asking appropriate questions.
City of Cincinnati services and functions in order to refer complaints to the appropriate department or agency.
Functions of non-city agencies in order to refer complaints, problems, and emergencies to other agencies and companies.
FCC Standards for two-way radio communication.
Software applications used for customer service and billing functions.
Safety policies and procedures, e.g., Employee Safety Instruction Manual and applicable agency requirements.
Skill to:
Operate a computer utilizing the appropriate software related to assigned area of responsibility.
Operate a two-way radio and telephone equipment.
Input appropriate data into computer system utilized.
Ability to:
Communicate effectively orally and in writing.
Speak clearly and concisely using correct English grammar in order to communicate clearly over the telephone, two-way radio, and in person.
Use a headset to place and answer telephone calls.
Interpret and clearly explain procedures, situations, and policies to the public as well as to other employees.
Write legibly, clearly, and concisely using proper English.
Reduce a complaint or problem to writing for recording purposes.
Listen effectively.
Work cooperatively with coworkers in a team environment.
Determine the nature of a problem based on the callers information and to make decisions concerning referral of messages with limited information.
Determine the proper resources needed depending on the type of problem.
Prioritize calls and requests by degree of hazard to the public safety.
Organize work and follow directions, both oral and written.
Read and interpret information provided in reference manuals, on computer printouts and
spreadsheets, on federal and county records, on intranet and internet sites, on computer software displays, in training sessions, on City maps, and in staff meetings. Empathize with customers and communicate clearly in laymans terms.
Handle difficult customers or situations in a calm and professional manner.
Perform mathematical calculations.
Work in a fast-paced environment.
EXAMPLES OF WORK PERFORMED
(Illustrative only. Any one position within this classification may not include all of the duties listed nor do the listed examples include all of the tasks which may be performed.)
Answers incoming calls from citizens, alarm companies, Police Department, Fire Department, other City Departments, and other agencies regarding requests for city services; prioritizes calls received simultaneously by radio, telephone, and other call takers. Transfers callers who are reporting an emergency on a non-emergency telephone line to 911 operators when appropriate.
Calls back citizens, alarm companies and other parties to notify them of service delays or to gather more information at the request of Police Department, Fire Department and Emergency Communications staff.
Receives complaints and requests, provides information, analyzes data to determine proper response to inquiries, responds to inquiries, and/or directs citizens to proper department for assistance.
Provides information and assistance related to City services, activities, procedures, or other issues; responds to questions, complaints, or requests for service, and resolves customer inquiries, and/or other issues regarding City services.
Provides customers with as much information and direct services as possible without referring the customer to another person or department.
Researches, analyzes, and resolves customers problems and inquiries; initiates additional investigations as necessary.
Operates a computer to input information from customer and to access knowledge database and previous customer data; creates, edits, compiles, manipulates, and retrieves files, databases, and create reports; maintains and monitors various records and reports.
Enters and modifies information in criminal justice databases on behalf of Police Officers.
Receives service requests through multiple intake channels, including phone, computer dispatch notification, and e-mail; initiates and forwards service requests for City services to proper department/division for resolution utilizing state-of-the-art call center technology; changes activity status when appropriate; advises citizens of anticipated service and completion dates of their requests.
Dispatches appropriate crews and equipment to locations when necessary.
Takes and relays messages to and from field crews, supervisors, and others using e-mail, telephone, radio, cellular phone, or paging system.
Maintains location and status of field personnel; looks up locations using, computer-aided dispatch system, Cincinnati Area Geographic Information System, street guides, and maps to provide directions for crews or citizens.
May represent the Emergency Communications Center to groups of citizens at schools, community gatherings, or other meetings.
Working knowledge of current safety policies, instructions for proper usage, and other procedures and professional practices required for completing job duties. Identifies unsafe practices and conditions and brings such matters to the attention of the supervisor.
Conveys a positive image and handles a large volume of customers in a friendly, effective, efficient, and professional manner.
Required Education and Experience
I UNDERSTAND THAT IF I AM A CURRENT CITY EMPLOYEE I MAY WANT TO CONSIDER THE PROMOTIONAL POSTING.
Open: Each applicant must have two years of paid experience in a position that involves regular contact with the public and experience using a personal computer with office application (word processor, spreadsheet, internet, etc.) in a window-based environment. Must have a high school diploma or GED.
OTHER REQUIREMENTS:
Must be able to work various shifts, including but not limited to eight- and twelve-hour shifts, during daytime and overnight hours.
May be required to work rotating shifts, weekends, and special events, depending on assigned area of responsibility.
This is a sensitive classification and applicants must successfully pass a police record and
background check.
Must be able to obtain and maintain the certifications necessary to access local, state and
federal criminal justice databases.
Must be able to obtain and maintain the certifications necessary to perform call-taking functions at the Emergency Communications Center.
MILITARY EDUCATION & EXPERIENCE EVALUATION
Military education and experience may be substituted for college level course work at the lower and upper division baccalaureate and graduate levels and apprenticeship training at the vocational certificate level on a case by case basis based on the American Council on Education (ACE) Military Guide recommendations.
https://www.dantes.doded.mil/EducationPrograms/get-credit/creditmilitary.html
Working and Physical Conditions
Probationary Period: Six months
HR Contact: Keisha Thomas Keisha.Thomas@Cincinnati-oh.gov
The below information is solely intended as a summary of the benefits available and is subject to change. Not all benefits listed are available for every position. Benefits can vary depending on applicable labor agreements and/or salary plan. For specific questions, contact the HR Contact indicated on the Job Posting.
The City of Cincinnati offers its employees competitive salaries and a comprehensive benefit package designed to actively attract and retain quality employees to add additional value to the City of Cincinnatis workforce. A summary of these benefits for full-time employment is listed below. This is a general listing of benefits for all employees and is not intended to be a comprehensive listing for all bargaining units.
The City offers a variety of training programs, ranging from job-specific skills such as computer and equipment instruction, to helping supervisors improve their management techniques.
Equal Employment Opportunity
The City of Cincinnati is dedicated to providing equal employment without regard to race, gender, age, color, religion, disability status, marital status, sexual orientation or transgendered status, or ethnic, national or Appalachian origin, or on the basis of any other category protected under federal, state and local laws.
Holidays
The City of Cincinnati has 11 paid holidays annually that include:
New Years Day
Martin Luther King Day
Presidents Day
Memorial Day
Juneteenth
Independence Day
Labor Day
Veterans Day
Thanksgiving Day
Day after Thanksgiving
Christmas
Health Insurance
The City of Cincinnati 80/20 offers 3 medical plans to all full time City of Cincinnati employees and eligible dependents: the 80/20 PPO medical plan, the HDHP medical plan with an HSA contribution, and a Health Reimbursement Arrangement for those enrolled on another non-city eligible group plan.
Eligible dependents include:
Legal Spouse or Equal Partner
Child (natural child, adopted child, and/or child who the group has determined is covered under a "Qualified Medical Child Support Order")
Step-child
Child for whom the employee or employees spouse/equal partner is a legal guardian
Basic Life Insurance
A $50,000 Basic Life Insurance policy is paid for by the City for certain eligible employees. Full time employees not eligible for the City-paid basic life insurance policy are generally provided a similar benefit through their union group.
Supplemental Life, Long Term Disability, Accident & Critical Illness Insurance
Most full time City employees are eligible to participate in a supplemental life insurance program, a long term disability plan, and accident and critical illness insurance programs at their own expense. Premiums are determined by age, amount of coverage, and various additional factors.
Flexible Benefits Plans
Healthcare Flex Spending Account
City employees can participate in the Healthcare Flex Spending Account that can be used to pay out-of-pocket medical, prescription, dental, and vision care expenses for employees and family members.
Dependent Care Flex Spending Account
City employees can participate in a Dependent Care Flex Spending Account that can be used to pay work-related dependent care expenses. Participants can set aside money each year through pre-tax payroll deductions to pay for these expenses.
Transportation Expense Reimbursement Account
City employees can participate in a Transportation Expense Reimbursement Account (TERA) that can be used to reimburse expenses related to traveling to and from work. Participants can set-up a pre-tax payroll deduction up to an IRS regulated amount.
Healthy Lifestyles Program
City employees can voluntarily participate in a wellness incentive program that encourages and rewards employees and their spouses/equal partners for making positive choices for better health. The City of Cincinnati will contribute up to $300/year to a Health Reimbursement Account for each the employee and their spouse/equal partner for meeting specified program goals. These dollars can be used to offset qualified out-of-pocket medical expenses.
Integrated Health Reimbursement Arrangement (HRA)
This is a voluntary program that serves as an alternative healthcare option to traditional medical plans. If you have alternate group health coverage available to you through a spouse, equal partner, another job, or a non-city retirement plan, you may be eligible for this plan which reimburses you for the difference in premiums between the plans and your covered out of pocket expenses on the other plan.
Retirement Plan
The City provides a defined benefit pension plan for part-time and full-time employees. New hires and re-hired employees are required to participate in the City of Cincinnatis Retirement System (CRS), regardless of previous participation in an Ohio State pension system or any another state or federal pension system. CRS is funded by employer and employee contributions, and investment returns from plan assets. CRS provides retirement and health care benefits subject to eligibility requirements. The following groups are excluded from participation in CRS: Mayor and Members of City Council; Sworn Police & Fire; Police Recruits; and Rehired Ohio Police & Fire Retirees.
Deferred Compensation
As an Ohio government employer, the City offers employees the ability to participate in a 457(b) tax-deferred retirement savings plan. The City makes an annual match to your 457(b) of up to $750, or as otherwise specified in applicable regulations and union contracts.
01
Do you understand a RESUME must be attached or your application will be rejected?
02
Do you understand that this is an OPEN and PROMOTIONAL career opportunity and that both current City of Cincinnati employees and external candidates may apply for this posting?
03
Do you have two years of paid experience in a position that involves regular contact with the public and experience using a personal computer with office application (word processor, spreadsheet, internet, etc.) in a window-based environment?
04
Please explain your experience with regular contact with the public and experience using a personal computer with office application.
05
Do you understand the computer-based exam date 1st component is on 08/19/2026 - 09/18/2026? Applicants meeting the minimum qualifications will receive additional info. (Yes/No)
06
ECC workdays will require you to work 7pm-7am at some point. You may be switched to another shift on short notice. You will also have to work holidays, weekends, and be available during inclement weather and emergencies, and work in a very structured environment (i.e. assigned a position, breaks, etc.). Shift preference is decided by seniority. Would you have any challenges working in this environment and meeting these commitments?
07
Have you reviewed the "What can I expect during the hiring Process" section that is in the Job posting. https://www.cincinnati-oh.gov/ecc/recruiting-employment/hiring-process/ Please copy and paste, if you are unable to click on the link.
Required Question
Employer City of Cincinnati
Address 805 Central Avenue Suite 200
Cincinnati, Ohio, 45202
Phone 513-352-2400
Website http://agency.governmentjobs.com/cincinnati/default.cfm