As an essential employee, the 311 Customer Service Representative answers all incoming requests to the 311 contact center in a friendly manner, responds to routine questions and accepts requests from both the general public, as well as City employees; inputs and/or logs information received into the City's Customer Relationship Management (CRM) system; directs requests to the appropriate department or agency for further action; and assists constituents with the resolution to problems, questions and concerns. Ability: Ability to meet and interact with the public effectively and appropriately; ability to handle problems and emergencies effectively; ability to communicate clearly, both orally and in writing; ability to operate a computer; ability to maintain confidential information; ability to maintain, manage, and organize records; ability to deal appropriately with City employees, City officials and members of the public.