What are the responsibilities and job description for the Call Center Coordinator position at City of Oceanside?
At the heart of city operations, our Call Center Coordinators turn complex inquiries into seamless solutions.
If you thrive in a dynamic environment where every call makes a difference, we want you!
The City of Oceanside is accepting applications for the position of Call Center Coordinator. The current vacancy is assigned to the Information Technologies Department and will be responsible for assisting customers both in person and on the phone. This position is occasionally based in the lobby of the City Manager’s Office and involves assisting walk-in customers and scheduled guests, as well as handling phone calls and email correspondence. The ideal candidate can effectively multitask, prioritize competing demands, and complete tasks accurately in a fast-paced environment.
The Call Center Coordinator will respond to routine inquiries from the public over the telephones or by email; receive incoming telephone calls and emails and refer requests for services to the appropriate department for resolution; operate the City’s computer program; elicit and record essential information from callers in the computer program such as name, phone number, and a brief description of the call or email; prepare computer generated reports and perform other related duties as assigned.
Knowledge of:
- Modern office procedures, methods and computer equipment.
- Customer service techniques.
- Principles of basic report preparation.
- Computer applications and uses.
Ability to:
- Learn applicable computer systems.
- Make decisions regarding call referrals.
- Respond to inquiries from the public in a tactful and courteous manner.
- Understand and follow oral and written instructions.
- Communicate clearly and concisely, both orally and in writing.
- Establish and maintain effective working relationships with those contacted in the course of work.
- Maintain mental capacity which allows for effective interaction and communication with others.
- Maintain effective audio/visual discrimination and perception to the degree necessary for the successful performance of assigned duties.
- Learn to interpret and explain City policies and procedures.
- Type at a speed necessary for successful job performance.
- Handle simultaneous calls.
Experience and Training
Experience: Three (3) years of increasingly responsible experience working in customer service, answering telephones and operating a computer.
Training: Equivalent to the completion of the twelfth grade supplemented by college level course work in information technology, program management, public administration or a related field.
Desired Skill: Bilingual (English/Spanish) ability is highly desirable.
Environmental Conditions: Office environment; exposure to computer screens and telephones.
Physical Conditions: Essential and marginal functions may require maintaining physical condition necessary for sitting for prolonged periods of time and the wearing of headsets while working; speaking, and hearing to exchange information.
Selection Process: All properly completed applications will be reviewed and the most appropriately qualified individuals will be invited to continue in the selection process. Failure to provide all required application materials will result in disqualification from the selection process. The process may include any combination of a written exam, oral exam, and/or skills assessment to further evaluate job related qualifications. Candidates who successfully complete the selection process will be placed on an eligibility list and will remain eligible for employment consideration for a minimum of one year.
RESUMES ARE NOT ACCEPTED IN LIEU OF A COMPLETED APPLICATION AND SUPPLEMENTAL QUESTIONNAIRE.
CANDIDATES WHO REQUIRE A REASONABLE ACCOMMODATION IN THE SELECTION PROCESS SHOULD STATE THEIR NEEDS IN WRITING WHEN SUBMITTING AN APPLICATION PACKAGE.
THE PROVISIONS OF THIS BULLETIN DO NOT CONSTITUTE AN EXPRESSED OR IMPLIED CONTRACT. ANY PROVISION CONTAINED IN THIS BULLETIN MAY BE MODIFIED OR REVOKED WITHOUT NOTICE.
CANDIDATES WHO REQUIRE A REASONABLE ACCOMMODATION IN THE SELECTION PROCESS SHOULD STATE THEIR NEEDS IN WRITING WHEN SUBMITTING AN APPLICATION PACKAGE.
THE PROVISIONS OF THIS BULLETIN DO NOT CONSTITUTE AN EXPRESSED OR IMPLIED CONTRACT. ANY PROVISION CONTAINED IN THIS BULLETIN MAY BE MODIFIED OR REVOKED WITHOUT NOTICE.
Note: Prospective employees will undergo, and must successfully pass, a background reference check (live scan fingerprint) and a medical examination.
ANTICIPATED RECRUITMENT TIMETABLE*
Recruitment Closes: Friday, February 13, 2026 @ 4:00 P.M.
Written Exam: Week of March 9, 2026
Department Selection Interview Panel: Week of March 30, 2026
*Please note, all dates and/or timeframes are subject to change.
THE CITY OF OCEANSIDE IS AN EQUAL OPPORTUNITY EMPLOYER
Salary : $3,975 - $5,197