1324 Customer Service Agent

Recruitment #pbt-1324-063218


This is a Position Based Test conducted in accordance with Civil Service Rule 111A.



Under general supervision from a Customer Service Agent Supervisor, the Customer Service Agents receive and process telephone calls from the general public requesting government services and information in a professional and courteous manner. Essential functions include: receiving calls, identifying the type of service being requested by listening, asking relevant questions, evaluating information obtained; entering call information into a computer terminal; and referring callers to appropriate and available City services.


Working Conditions: The 311 Call Center operates 24 hours a day, 7 days per week. Incumbents must maintain knowledge and understanding of policies and procedures for the 311 Call Center; operate a computer terminal; maintain the confidentiality of information; and utilize a multi-screen computer system, mouse, phone system and headset while receiving call from the general public. Incumbents work staggered shifts that includes evenings, weekends and holidays.  In the event of an emergency or natural disaster incumbents are required to report to work as usual and may be expected to work unusual shifts and hours.

Minimum Qualifications

Successful completion of the City and County of San Francisco (CCSF) 1322 Customer Service Agent Trainee Training Program (see Notes below)



Applicants MUST be incumbents OR have been previously employed in Class 1322 Customer Service Agent Trainee and MUST be undergoing or completed the CCSF 1322 Training Program.  Applications of CCSF 1322 Trainees will be conditionally qualified and placed under waiver on an eligible list pending successful completion of the Training Program.


Applications of Non-CCSF 1322 Trainees will be rejected. Individuals interested in applying to the 1322 Customer Service Agent Trainee Program, please read information provided on item number 3 of the General Notes Section.

How To Apply

Applications for City and County of San Francisco jobs are being accepted through an online process. Visit www.jobaps.com/sf to begin the application process by registering an account.


  • Click and select the 1324 Customer Service Agent
  • Click on “Apply” and read and acknowledge the information
  • Click on “I am a New User”
  • Follow instructions given on the screen

Computer kiosks are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file on-line applications in the lobby of the Department of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103.


Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com).


Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.


All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.


Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.


Interested candidates are encouraged to apply immediately.  If you have any questions regarding this recruitment or application process, please contact the exam analyst, Angie Ignao, at (415) 554-6107,or via email to: angie.ignao@sfdpw.org.


Resumes may be attached to the application; however, resumes will not be accepted in lieu of a completed City and County of San Francisco application.



Certification (proof) of completion of CCSF 1322 Training Program must be submitted with the application at the time of application, or received by the filing deadline at: GSA Human Resources, Attn: 1324 Exam, 1155 Market Street, 4th Floor, San Francisco, CA  94103.  Applicants may be required to submit verification of the qualifying experience, at any point in the application, examination or departmental selection process.  Resumes will not be accepted in lieu of verification of qualifying experience and education.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

Selection Procedures

Training and Experience Evaluation (Weight: 100%)

The selection process will consist of an evaluation of the applicant's training and experience based on answers to the job-specific questions contained in the supplemental questionnaire.  The answers provided by applicants to the job-specific questions will be used to evaluate and rank qualified candidates based on their experience and education related to the responsibilities of the position. All relevant experience, education and/or training must be on the application and supplemental application in order to be reviewed in the rating process.  Candidates will be placed on the eligible list in rank order according to their final score.



The certification rule for the ranked eligible lists resulting from this examination will be Rule of Three Scores. The department may administer additional position-specific selection procedures to make final hiring decisions.


Eligible List: http://www.sfdhr.org/index.aspx?page=20#eligiblelists

The eligible list resulting from this examination is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.  The duration of the eligible list resulting from this examination process will be 6 months, and may be extended with the approval of the Human Resources Director.


Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list resulting from this announcement may be used by other departments that also use this classification or a similar classification.  To find other Departments which use this classification, please see http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=13693. Search that document by title or job code to see which departments use the classification.


General Notes:

1.    There is no substitution or waiver granted for the required successful completion of the CCSF 1322 Training Program.

2.    Completion of the CCSF 1322 Training Program and lifting of waiver on the eligible list does not guarantee appointment in class 1324.

3.    To be notified of the upcoming recruitment for class 1322 Customer Service Agent Trainee, please follow these instructions:

Click on this link: http://www.jobaps.com/sf/sup/images/default.asp

Click on the Notify Me of New Jobs option.

Type in the Search Job Description Area: 1322 Customer Service Agent Trainee

Click on the Search Button

Double click on the job code and title that pops up

Click on the section that reads: Email when a job opens for the above position

Enter your email address

Click on the next button to receive confirmation of your request.

Conviction History

As part of the selection process an image of your fingerprints will be captured and sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) history will disqualify you as a candidate based on the specific requirements of the position to which you are applying. If selected for fingerprinting, the hiring department will contact you to schedule an appointment.

Candidates applying for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.

Candidates applying for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.


Medical Examination: Prior to appointment, candidates must successfully pass a medical examination to determine his/her ability to perform the essential functions of the job and/or the ability to meet the physical minimum requirements.


Position Based Testing:



Reasonable Accommodation Request:


Veteran’s Preference:



Seniority Credit in Promotional Exams:



General Information concerning City and County of San Francisco Employment Policies and Procedures: http://www.sfdhr.org/index.aspx?page=20


Terms of the Announcement:

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations.  Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf.


The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule.  Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director.  Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.


Copies of Application Documents:



Right to Work: http://www.sfdhr.org/index.aspx?page=20#identification

All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States



Micki Callahan, Human Resources Director

Department of Human Resources


Recruitment No. 063218

Issued:  May 20, 2014

GSA - AI (415) 554-6107


All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


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