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311 Call Center Representative Jobs (NOW HIRING)

Iron Bow Technologies

311 Call Center Analyst

Manassas, VA · On-site

$17 - $18.75/hr

It's The Iron Bow Way. 0-2 years NONE PWC NONE THE OPPORTUNITY 311 Call Center Analyst provide non-technical, non-emergency customer service to the entire County regarding all aspects of the County ...

Skowhegan Savings

Call Center Representative

Skowhegan, ME · On-site

$15.75 - $19.75/hr

Call Center Representatives are responsible for promptly responding to all incoming customer communications while providing the highest level of service and identifying bank products and services ...

Motorworks Auto

Call Center Representative

Waite Park, MN · On-site

$17 - $18/hr

This Call Center Representative earns a competitive wage of $17-$18/hour. A variety of available work hours, training and new equipment. If this sounds like the right opportunity for you, apply today!

Staffmark Group

Call Center Representative

Jackson, MS · On-site

$15/hr

Call Center Representative in Jackson, MS Pay Rate: $15.00 per hour Shift Options: 1st Shift, 8:45 AM-5 PM | 2nd Shift, 5 PM-9 PM | Monday-Friday | Mandatory 2 Saturdays per month Looking for a fast ...

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

As of Jul 14, 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 are the key skills and qualifications needed to thrive as a 311 Call Center Representative, and why are they important?

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.

Do 311 operators work from home?

Most 311 call center representatives work in a physical office environment, as the job requires direct communication with callers and access to specialized systems. However, some agencies have implemented remote work options for certain roles or during specific circumstances, often requiring secure connections and proper equipment. Availability of remote work varies by city and agency policies.

What are 311 Call Center Representatives?

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.

Is working for 311 a good job?

A 311 Call Center Representative is responsible for handling public inquiries and service requests, often requiring strong communication and problem-solving skills. The job typically offers standard hours, customer service experience, and opportunities for advancement, but job satisfaction depends on individual preferences for public service and call center work. Compensation and benefits vary by location and agency.

What is the highest paying call center job?

The highest paying call center jobs are typically supervisory or managerial roles, such as Call Center Manager or Operations Manager, which can offer salaries significantly higher than entry-level representative positions. These roles often require leadership skills, experience, and sometimes specialized knowledge of industry-specific software or processes.

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.

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.

How much do NYC 311 call center representatives make?

311 Call Center Representatives typically earn an average salary of around $40,000 to $50,000 per year, depending on experience and location. They often work in a customer service environment, handling calls and providing information to the public, sometimes requiring familiarity with specific software or protocols.
More about 311 Call Center Representative jobs
What cities are hiring for 311 Call Center Representative jobs? Cities with the most 311 Call Center Representative job openings:
What states have the most 311 Call Center Representative jobs? States with the most job openings for 311 Call Center Representative jobs include:
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 July 2026, with employment types broken down into 60% Full Time, 20% Part Time, and 20% Contract. Highlights an 80% In-person, and 20% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.
311 Call Center Representative

311 Call Center Representative

City of Pittsburgh, PA

Pittsburgh, PA • On-site

$47K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 4 days ago

City Of Pittsburgh rating

8.6

Company rating: 8.6 out of 10

Based on 17 frontline employees who took The Breakroom Quiz

139th of 692 rated public administrative organizations

Job description

Salary: See Position Description
Location : Pittsburgh, PA
Job Type: CS Non-Competitive, Full Time
Job Number: 26-MRRH-01
Department: Innovation & Performance
Opening Date: 07/10/2026
Closing Date: 7/31/2026 4:00 PM Eastern
FLSA: Non-Exempt
Bargaining Unit: 09
POSITION SUMMARY
311 Response Center Overview
Situated in the Office of Innovation and Performance, the 311 Response Center leads customer service for the City of Pittsburgh related to all non-emergency service requests for all City departments. In 2025, the team processed over 100,000 service requests received by phone, online submissions, emails, and social media.
The 311 Response Center seeks an energetic 311 Call Center Representative who shares our vision of the City as a customer-service operation. The ideal candidate will love talking to people from all walks of life. They will take pride in consistently providing compassionate customer service on hundreds of calls each week about quality-of-life issues related to public safety, housing, infrastructure, recreation, and cleanliness.
311 Call Center Representatives are currently working from home, but attend quarterly training and staff development activities in person at the City-County Building in Downtown Pittsburgh. Reporting to the 311 Assistant Manager, the Call Center Representative will perform the following duties and will work in accordance with the established policies and goals
Department: Innovation and Performance
Salary: $47,250 per year.
Union: This position is included in the American Federation of State, County, Municipal Employees, Local 2719 bargaining unit and will be filled in accordance with the provisions of the Collective Bargaining Agreement.
Posting Type: City First Announcement/Bid
Union Bid Form: City employees whose name appear on the Eligibility List for this position, and who are in the union noted above, must file a Bid Form when the official Notice of Bid is posted.
Civil Service Classification: Non-Competitive
REQUIREMENTS
General Application Requirements:
You must submit or show proof of all the following at the time of application (unless otherwise indicated below), or your application will be disqualified. Disqualifications based on any of these General Application Requirements are not subject to a Civil Service appeal.
  • Applicants must submit a complete application, including education, work experience, a resume (if applicable), and completed supplemental questions.
  • Applicants must be or become residents of the City of Pittsburgh prior to employment and remain a resident throughout employment.
    • to view a map of City of Pittsburgh neighborhoods.
NOTE: The City of Pittsburgh, as a matter of policy, conducts pre-employment and promotional background investigations on all candidates being considered for positions. The background investigation includes, but is not limited to, criminal background, driver's license, and City of Pittsburgh real estate tax payments. Candidates may be disqualified from consideration based on the results of their background investigation, as it relates to the job for which the applicant is being considered.
Qualifying Requirements:
Your work experience and education/training will be evaluated to determine if you meet the qualifying eligibility requirements listed below for this position. You will receive notice of your eligibility status via email.
  • WORK EXPERIENCE: The application must clearly show one (1) year of full-time experience in customer service in a call center environment that includes working directly with the public. (Less than full-time experience will be calculated on a pro-rated basis.)
  • EDUCATION/TRAINING: The application must clearly show a high school diploma or general equivalency.
  • EQUIVALENCY: None permitted for this position. Therefore, no education/training and/or work experience may be substituted toward the qualifying requirements listed above.

CIVIL SERVICE EXAMINATIONS
Civil Service Examination(s):
If you meet the qualifying requirements listed above, you will receive a letter of admission (when applicable) for the following examination(s). You must pass the written and/or performance examination(s) to have your name placed on the official Civil Service eligibility list for this position. Candidates receiving job offers must pass a medical examination (when applicable) before the date of hire.
  • Performance: Typing examination. Candidates who take and pass the performance examination will be scheduled for the audio/written examination. Candidates must type at least 35 net words per minute to pass the performance examination.
  • Audio: (Scored) Candidates will listen and respond to questions from an audio tape.
The audio examination will consist of the following components:
  • Error Recognition
  • Information Identification
  • Categorizing of Information
  • Information Recall
  • Written: The Written examination will consist of the following components: Vocabulary, Spelling, Punctuation, Grammar, Customer Service, and Data Search.
  • Examinations will be scheduled as needed.
  • Medical: None required for this position.

POSITION DUTIES
  • Serves as an ambassador for the City's vision for safe neighborhoods, welcoming communities, and thriving people.
  • Serves as a liaison between the public and all City departments.
  • Answers calls and enters data related to service requests in City's Customer Relationship Management (CRM) system.
  • Performs data entry, retrieval, queries, and searches to maintain accurate records in the City's CRM system and provide records to other department staff as requested.
  • Intakes, processes, and assists as needed with follow-up on service requests received through other communications channels, such as text messages, email, social media, chats, etc.
  • Utilizes Microsoft Teams chat and Microsoft Outlook email for training, meetings, daily reporting to 311 Managers, and daily collaboration with other 311 Call Center Representatives.
  • Requests information from constituents to best understand and documents their concerns in a patient, objective, and sensitive manner.
  • Maintains professionalism and compassion during calls with constituents who are experiencing elevated stress levels and come from a variety of cultural and linguistic backgrounds.
  • Serves as an ambassador for all city departments by sharing information about their services and resources to callers.
  • Identifies and escalates urgent or delayed requests for service to 311 Assistant Manager and 311 Manager, as needed.
  • Refers customers to outside agencies and service providers as needed.
  • Distributes appropriate forms, applications and schedules to the public, as needed.
  • Performs other related tasks and duties that are assigned or required.

CLICK HERE to view the full job description including knowledge, skills, abilities, and working conditions for this position. Locate and click on the position title to view the complete job description.
Full-time City employees receive a comprehensive benefit package including:
  • Health, Dental and Vision Benefits
  • Pension
  • Voluntary Deferred Compensation Plan
  • Tuition Reimbursement
  • Paid Holidays
  • Paid Vacation
  • Personal Days
(Benefits may be modified based on collective bargaining unit terms.)
01
The City of Pittsburgh welcomes all applicants, including those who would need to relocate to satisfy the Residency Requirement prior to starting this position. Please elaborate on your plans to relocate to Pittsburgh if you do not already live within the City of Pittsburgh municipality. If you already reside within the City of Pittsburgh, please write N/A.
02
Do you have one (1) year of full-time experience in customer service in a call center environment which includes working directly with the public?
  • Yes
  • No

03
Do you have a High School Diploma or equivalency?
  • Yes
  • No

04
Are you able to type 35 words per minute?
  • Yes
  • No

05
Did you remember to view and/or print the Pre-test Training Guide? The guide only includes information on the Typing Exam and not the Audio Exam portion.
  • Yes
  • No

06
Did you remember to attach your complete resume with this application? If you did not, your application may be disqualified.
  • Yes
  • No

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