Service / Employment
Call Center Agent
Baltimore City 311 / Baltimore City Office of Information & Technology
Aug 2025 — Jun 2026
Connecting Baltimore residents with the services and information they need.
- Handled high-volume inbound non-emergency calls from Baltimore City residents and visitors while maintaining professional, tactful, and courteous service.
- Listened to and interpreted resident concerns to determine the appropriate City service, agency information, or service-request category.
- Created and documented service requests for sanitation, potholes, and other municipal concerns, ensuring accurate information for agency follow-up.
- Provided accurate information regarding City services, programs, schedules, procedures, and municipal guidelines.
- Navigated multiple computer systems while actively listening, researching information, entering data, and communicating with callers.
- De-escalated frustrated or upset callers using patience, active listening, sound judgment, professionalism, and clear communication.
- Worked within a metric-driven environment where efficiency, accuracy, service quality, call handling, and customer satisfaction were important measures of performance.
- Provided and worked with call-center performance information at different points in call-center roles and understand how key metrics are used to identify trends, coaching needs, and operational opportunities.