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Definition
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This position is open to the first 300 applications OR
Thursday, October 23, 2023 at 5:00PM; whichever occurs first.
Under immediate or general supervision from higher level staff, performs a wide variety of general clerical duties as required in support of an assigned department. May exercise functional and technical supervision over lower level clerical staff.
Position Snapshot/A Day in the Life:
As a 311 Operator, you play a key role in connecting residents with City services through the City's 311 platform - the central system for reporting issues and requesting assistance. Requests are submitted via the mobile app, phone, or email, and your responsibility is to ensure each case is accurately received, routed, and resolved in a timely manner.
Your day typically balances two key areas of responsibility:
1. Resident Support
- Respond to incoming phone calls and assist walk-in visitors at City Hall
- Listen carefully to resident concerns, help them submit service requests, and direct them to the appropriate City department or resource
2. Service Request Coordination
Review and process service requests submitted via app, phone, or email Assign cases to the appropriate department, monitor progress, and follow up with staff to ensure timely resolution Keep residents informed with status updates to ensure a high level of customer service
This role is ideal for individuals who are proactive, detail-oriented, and comfortable with technology. Strong critical thinking and research skills are essential, along with the ability to remain calm under pressure, de-escalate tense situations, and offer patient, supportive service to residents.
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Essential Functions
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The employee must have the ability to:
- Type and proofread a variety of documents including general correspondence, agendas, reports, memos and statistical charts from rough draft, dictaphone recordings or verbal instructions.
- Perform a wide variety of routine clerical work including filing, billing, checking and recording information on records.
- Sort and file documents and records maintaining alphabetical, index, and cross-reference files.
- Receive, sort and distribute incoming and outgoing correspondence.
- Act as a receptionist: receive callers in person or on the telephone; provide general information on departmental and City policies and procedures as required; refer calls to appropriate personnel.
- Perform record keeping for various funds and expenditure.
- Maintain inventory records; process purchase requisitions; maintain purchase records.
- Issue, receive, type and process various applications, permits and other forms.
- Operate a variety of office equipment including a computer; input and retrieve data and text.
- Work courteously with the general public on the telephone or in person.
- Understand and carry out oral and written instructions.
- Communicate clearly and concisely, both orally and in writing.
- Establish and maintain cooperative working relationships with those contacted in the course of work.
- Employee must perform any other tasks or functions deemed necessary to the daily operations of the employer.
THE ABOVE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY BY THE EMPLOYER.
Working Conditions: Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, and stooping in the performance of daily activities. The position also requires grasping, repetitive hand movement and fine coordination in preparing reports using a computer keyboard. Additionally, the position requires near and far vision when preparing and reading written reports and other work related documents. Acute hearing is also required when providing phone and counter assistance.
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Experience and Training Guidelines
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A combination of experience and training that would likely provide the required knowledge and abilities is qualifying. The employee must have the knowledge of:
- English usage, spelling, grammar, and punctuation
- Principles and procedures of record keeping.
Ability to:
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Learn to operate a variety of modern office machines. -
Learn and correctly interpret and apply the policies and procedures of the program or function to which assigned. -
Learn office methods, rules and policies including receptionist techniques. -
Perform routine clerical work. -
Type at a speed necessary for successful job performance. (45 net wpm) -
Work courteously with the general public on the telephone or in person. -
Understand and carry out oral and written instructions. -
Communicate clearly and concisely, both orally and in writing.
Experience: Some general clerical experience is desirable.
Additional preferred qualifications: At least six (6) months of call center experience and/or CRM systems experience. Bilingual in Spanish.
Education: Possession of High School Diploma or completion of GED. Additional specialized clerical training is desirable.
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The City of Fontana has a flexible benefits plan. This plan allows for employees to select benefits based upon their individual needs. Full-time and Classified Part-time employees are eligible for benefits. Please to view our excellent employee benefit options.
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01
What is your highest level of education?
- High School graduate or equivalent
- Some college
- Associate's degree
- Bachelor's degree
- Master's degree or higher
- None of the above
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Please indicate how much experience you have in call center experience and/or CRM systems experience.
- Less than six (6) months.
- Six (6) months or more but less than two (2) years.
- Two (2) or more years but less than four (4) years.
- Four (4) or more years.
03
Do you currently possess a valid California Class "C" Driver's License?
Required Question
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City of Fontana
Oct 10, 2025 