Or provide the number to our call center representative if you call back to follow up. If you are submitting via phone with our call center, our customer service representative will provide you with the ID you can use to look up your request later in the web portal or mobile app. This ID will be usually be emailed to you if you provide your email address at the time of submission. If you do not have an RVA311 account, you can still search for any PUBLIC service request you submit using the request ID. Then by signing in and navigating to the "Track Requests" link you can track service requests you submitted, or requests of other residents that you have opted to "Follow" The easiest way to track your service requests is by creating an account on RVA311. Our dedicated team is well-informed team and always happy to assist you. Representatives are briefed on the latest social benefit or tax relief programs, tax bill mailing schedules, filing deadlines, and due dates, changes to code enforcement or zoning regulations, and changes to trash and recycling schedules, just to name a few. Our representatives receive briefings daily as well as intensive weekly training about the wide variety of programs and initiatives our partner agencies manage. If that isn't possible, he or she will submit a request on behalf of the caller, making sure it is the correct request type so the 3-1-1 system can route the request to the appropriate City agency for attention. When possible, our representatives strive to resolve callers' concerns or questions during the call. Each representative may answer 50 to 60 calls per day from current, former or temporary residents, business owners, or visitors to the City. Our RVA311 call center team includes 16 specially trained and knowledgeable customer service representatives. The Call Center does not close for inclement weather, but is closed on weekends and City holidays. Our Call Center opens one hour later on Wednesdays to allow time for representatives to receive the latest briefings and training needed to provide all callers with excellent customer service. This allows emergency personnel to focus on critical, often life-threatening calls. Using 311 can reduce the number of non-emergency calls to 911. Our 311 customer service representatives will ensure your request is routed to the appropriate City department for action. If you are outside city limits - call 80.
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