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311 Call Center Representative Jobs (NOW HIRING)

City of Denton

311 Call Center Representative

Denton, TX · On-site

$15 - $18.75/hr

Four (4) years' experience in utility dispatch, customer service, call center, or related field, OR * Any combination of related education, experience, certifications, and licenses that will result ...

Clinical Associates

CALL CENTER REPRESENTATIVE

Pikesville, MD · On-site

$15.25 - $19.25/hr

Call Center Representative At Clinical Associates , we make being healthy easier. We connect our patients to a seamless system of integrated medical care, which includes in-house specialists in areas ...

Malone

Call Center Representative

Jeffersontown, KY · On-site

$19/hr

Inbound Call Center Representative Highlights: * Pay: $19.00 per hour * Employment Type: Project-Based (May-January) with potential for long-term employment * Schedule: 8 hour shift between the hours ...

Motor Works Auto

Call Center Representative

Waite Park, MN · On-site

$17 - $18/hr

Call Center Representative First Ring BDC in Waite Park, MN (an extension of Motor Works Auto Repair) is looking to hire a part-time Call Center Representative to join our team. Are you an excellent ...

Global Channel Management

Call Center Rep

Phoenix, AZ · On-site

$16 - $19.75/hr

Call Center Rep Phoenix, Arizona, United States $ 18.00 - 19.00 (US Dollar) Call Center Rep needs 6 months of call center experience Call Center Rep requires: * Strong computer and phone skills.

At Your School (AYS, Inc.)

Call center representative

$16.50 - $20.50/hr

Call Center Representative Indianapolis, Indiana, United States Remote Job Title: Call Center Representative Company Overview: AYS Inc is a leading provider of customer service solutions for ...

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311 Call Center Representative information

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How much do 311 call center representative jobs pay per hour?

As of Aug 25, 2026, the average hourly pay for 311 call center representative in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

What is a 311 call center representative?

311 Call Center Representatives are customer service professionals who handle non-emergency requests, questions, and complaints from the public regarding city services. They serve as a direct point of contact between citizens and municipal departments, providing information or routing concerns to the appropriate agencies. These representatives typically work in a call center environment, using specialized software to log requests and track resolutions. Their role is crucial in improving community engagement and ensuring efficient delivery of city services.

What are the key skills and qualifications needed to thrive as a 311 call center representative?

To thrive as a 311 Call Center Representative, you need strong communication skills, problem-solving abilities, and a high school diploma or equivalent. Familiarity with call center software, customer relationship management (CRM) systems, and municipal service databases is typically required. Patience, active listening, and a calm demeanor help representatives effectively assist callers and manage stressful situations. These skills are essential to deliver accurate information, resolve inquiries efficiently, and ensure positive interactions between the public and city services.

What are some common challenges 311 call center representatives face, and how can they be addressed?

311 Call Center Representatives often encounter high call volumes and must handle a wide variety of inquiries from the public, which can sometimes include frustrated or upset callers. Staying calm under pressure, practicing empathy, and being resourceful in finding accurate information are key to managing these challenges. Many organizations provide ongoing training and support to help representatives develop strong communication and problem-solving skills. Additionally, working closely with team members and supervisors can make it easier to share knowledge and resolve complex issues efficiently.

What is the difference between 311 Call Center Representative vs Customer Service Representative?

Aspect311 Call Center RepresentativeCustomer Service Representative
Required CredentialsHigh school diploma or equivalent; training providedHigh school diploma or equivalent; training varies by industry
Work EnvironmentPublic service call centers, government agenciesVarious industries including retail, telecom, healthcare
Employer & IndustryGovernment agencies, municipal servicesPrivate companies, diverse sectors
Common Search & ComparisonYesYes

The main difference is that 311 Call Center Representatives handle inquiries related to municipal services and public information, working primarily for government agencies. Customer Service Representatives work across various industries, assisting customers with product or service issues. Both roles require strong communication skills and similar training, but their work environments and employer types differ significantly.

How much do 311 call center representatives make?

In general, 311 call center representatives earn an average salary ranging from $35,000 to $50,000 annually, depending on experience and location. In some areas, salaries can be higher with additional benefits such as health insurance and paid time off, and the role often requires strong communication skills and familiarity with call center software.

Is working for a 311 Call Center Representative a good job?

A 311 Call Center Representative role involves handling public inquiries and providing information about city services, often requiring strong communication skills and familiarity with call center technology. The job can offer stable hours, benefits, and opportunities for advancement, but may also involve high call volumes and repetitive tasks. Overall, it can be a good job for those interested in public service and customer support roles.
More about 311 Call Center Representative jobs

What cities are hiring for 311 Call Center Representative jobs?

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What states have the most 311 Call Center Representative jobs?

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What job categories do people searching 311 Call Center Representative jobs look for?

The top searched job categories for 311 Call Center Representative jobs are:

311 Call Center Representative jobs near you
Infographic showing various 311 Call Center Representative job openings in the United States as of August 2026, with employment types broken down into 2% As Needed, 81% Full Time, 15% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.

311 Call Center Representative

Denton, TX • On-site

City of Denton, TX
Public Administration • 501 - 1,000 employees

6.6

Company rating: 6.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

733rd of 849 rated public administrative organizations

Great coworkers

People enjoy working here

Paid breaks

Learn more about City of Denton, TXexternal

$23.39 - $30.41/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 15 days ago

Job description

Salary: $23.39 - $30.41 Hourly
Location : Denton, TX
Job Type: Full-Time
Job Number: 26-00277
Department: Customer Services
Division: 311 CALL CENTER EX
Opening Date: 08/10/2026
Closing Date: 8/25/2026 11:59 PM Central
FLSA: Non-Exempt
Summary
This requisition expires on August 25, 2026, but may close earlier if the position is filled prior to the expiration date.
Responsible for coordinating the City of Denton's emergency and non-emergency activities with the customers and utility crews to ensure the best service possible. Utilize the Customer Relationship Management (CRM) software and other work force management applications to manage workload and dispatch appropriate crews to respond to customer needs.
Essential Functions and Other Important Duties
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
DUTIES
  • Receives incoming calls, emails, and/or work request from internal and external customers through a Customer Relationship Software.
  • Research internal and external stakeholder concerns, seek and provide resolution to the request; dispatch crews, as appropriate.
  • Utilize the Workforce Management software to appropriately track customer requests; respond, and dispatch City of Denton resources, appropriately.
  • Process, log, and file all necessary work orders in the appropriate work database.
  • Assist with projects and performs back-office assignments, as needed.
  • Assist peers with questions, errors, and escalated customer issues.
  • Maintain telephone contact with the department and responds to emergencies at all hours, as necessary.
  • Maintain all files and records, classify and index per Standard Operator Procedures (SOPs); prepare, and submit reports, as appropriate.
  • Perform system and file maintenance functions, including but not limited to, accurately storing, and retrieving records, completing file searches, audit and update data, route information as appropriate; contact leadership and/or vendor to troubleshoot issues, as needed.
  • Serve as Subject Matter Expert on City of Denton non-emergency services and customer request resolution processes.
  • Preform regular radio-based safety checks for dispatched crews; contact leadership if unable to reach dispatched crew after identified time frame.
SUPERVISORY/BUDGET RESPONSIBILITIES
None.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Job Requirements
EDUCATION, EXPERIENCE, AND LICENSES/CERTIFICATIONS
  • High School Diploma or equivalent; and,
  • Four (4) years' experience in utility dispatch, customer service, call center, or related field,

OR
  • Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.
REQUIRED SKILLS/ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
  • Knowledge of applicable laws and regulations, as well as City of Denton policies and Procedures.
  • Knowledge of the City of Denton streets and neighborhoods.
  • Skill in identifying moderate problems and implement solutions.
  • Skill at an intermediate level, working with Microsoft Office 365, and other software systems to complete work.
  • Skill in interpersonal relationships, including using tact, patience, and courtesy.
  • Skill in providing exceptional service to internal and external customers.
  • Ability to work independently to manage multiple work tasks while balancing competing priorities with attention to detail and in a fast-paced environment.
  • Ability to establish and maintain effective interpersonal relationships.
  • Ability to accurately prepare and maintain records, files, and reports.
  • Ability to handle records and moderate situations of a confidential nature.
  • Ability to handle difficult and stressful situations with professional composure and confidentiality.
  • Ability to be flexible and adaptable to changing work environment to facilitate/accomplish needed activities.
  • Ability to document all adjustments necessary and approved to complete the project.
  • Ability to communicate effectively, both in oral and in written forms, speak publicly, and listen intently to other points of view.
  • Ability to meet Quality Assurance Requirements and other key performance metrics for the call center.
CONDITIONS OF EMPLOYMENT
  • Must have and maintain a valid Class "C" Driver's License and valid state required minimum automobile liability insurance prior to employment (must obtain Texas Class "C" driver's license and state required minimum automobile liability insurance within 90 days of hire per state law).
  • Must pass a drug test, driver's license check, criminal history background check and social security number verification.

Environmental Factors and Conditions/Physical Requirements
SAFETY
  • Perform preventive maintenance on tools and equipment; ensure equipment is in safe operating condition.
  • Follow established safety procedures and techniques to perform job duties including lifting and climbing; operate tools and equipment according to established safety procedures.
  • Promptly report unsafe conditions in the work area and/or any conditions that are not immediately correctable to the supervisor.
WORKING CONDITIONS/PHYSICAL REQUIREMENTS
  • Safety Sensitive (Subject to random drug testing): No.
  • Tools/Equipment Used: Standard office equipment, including computer and peripherals.
  • Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
  • Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
  • Lifting: Lifting no more than 10 pounds.
  • Environment: Works in an office setting, not eligible for remote work; requires irregular and/or prolonged hours.
  • Travel: Travels to City of Denton buildings and professional meetings as required.
  • Attendance: Regular and punctual attendance at the worksite is required for this position.
    • Must be able to work onsite rotating 12-hour shifts, including nights, weekends, holidays, and overtime.
  • Mental Demands: Maintains emotional control under stress; works with frequent interruptions.
CORE VALUES
  • Inclusive
  • Collaborative
  • Service-Oriented
  • Strategically Focused
  • Fiscally Responsible
TOP TIER BENEFITS
  • Medical, dental, and vision coverage in addition to life and disability insurance plans
  • Employee Health Clinic
  • Paid Vacation Days and Paid Holidays
  • Retirement Plan
EEO STATEMENT
The City of Denton is an equal opportunity employer. It is the City of Denton's policy to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to any protected class, status, characteristic, or activity. All employment decisions, including decisions regarding recruitment, selection, hiring, compensation, benefits, training, advancement, discipline, discharge, and other terms, conditions, and privileges of employment are made without regard to any lawfully protected class, status, characteristic, or activity.
ADA/EOE/ADEA
This job description is not an employment agreement, contract agreement, or contract. Management has the exclusive right to alter this job description at any time without notice.
E-Verify:
The City of Denton participates in the federal E-Verify program in order to verify a new employee's authorization to work in the United States. Applicants must be lawfully authorized to work in the U.S.
The City of Denton maintains competitive benefit options. Details are available here.
01
Do you believe you meet the minimum qualifications as outlined in the job description?
  • Yes
  • No

02
Which best describes your highest completed level of education?
  • High School Diploma or GED
  • Associate Degree or Technical Certification
  • Bachelor's Degree
  • Master's Degree or higher
  • None of the above

03
This position requires working overtime outside of regular business hours as needed. Can you meet this requirement?
  • Yes
  • No

04
Check the boxes next to the systems/software in which you are proficient:
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft PowerPoint
  • Microsoft Teams
  • JD Edwards
  • None

05
Do you possess a Class "C" Driver's License?
  • Yes
  • No

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