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Human Resources Division
115 South Andrews Avenue, Room 508
Fort Lauderdale, Florida 33301


Class Code:W0093

CALL CENTER SPECIALIST II

NATURE OF WORK

 

This is advanced customer service work providing information on county services and processing requests for service in the BrowardCountyCallCenter.

 

The CallCenter provides County residents, businesses and visitors with one-stop customer service for requesting BrowardCounty information and services.   The CallCenter also functions as the Emergency Information Hotline during County emergencies.

 

Work involves accessing a knowledge base and agency databases to respond to customer telephone requests for service or information about County programs.

 

Work requires answering phone calls in a professional, courteous manner and maintaining customer satisfaction.   Work involves responding to calls that have been escalated from a Call Center Specialist I due to the complexity of the call or customer service issue.

 

Incumbent provides on-going training to subordinates and volunteers as the need arises.   Incumbent is also required to work extended and/or overnight shifts as a Lead Worker as part of the Emergency Information Hotline during an emergency activation and post-emergency situations in the BrowardCountyEmergencyOperationsCenter.

 

Work is performed within clearly defined areas of statutes, ordinances, regulations and procedures.

 

Incumbents report to a Call Center Supervisor. Work is reviewed on the basis of CallCenter reports, observation and monitoring.

 

 

DISTINGUISHING CHARACTERISTICS

 

This classification is distinguished from Call Center Specialist I by the responsibility for handling complex and escalated calls and for training new employees and volunteers.

 

Additionally, incumbents perform as lead workers during emergency activations by assisting and coordinating the activities of other call takers.

 

 

ILLUSTRATIVE TASKS

 

Receives and answers telephone inquiries and service requests from the public.

 

Processes service requests by entering in-take information into a computer database and assigning the service request to the appropriate agency.

 

Creates new knowledge base records for subject areas not currently in the data base and updates existing records for approval by the Call Center Supervisor.

 

Responds to problem calls that have been escalated from a Call Center Specialist I due to complexity of the information requested.

 

Provides training to new employees and volunteers.

 

Functions as a Lead Worker for a team of approximately eight call takers and works extended and/or overnight shifts during activation of the Emergency Information Hotline as part of the BrowardCountyEmergencyOperationsCenter.

 

Schedules building code inspections for county contractors and residents using a computerized work order system.

 

Performs related work as required.

 

 

KNOWLEDGE, ABILITIES AND SKILLS

 

Knowledge of customer service practices and procedures in a call center environment.

 

Knowledge of the organizational structure of Federal, State, and local government agencies.

 

Specific expertise of BrowardCounty services and programs.

 

Ability to work independently as well as within a team environment.

 

Ability to exercise good judgment.

 

Ability to quickly analyze and resolve escalated customer problems.

 

Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of BrowardCounty’s Ethics and Conflict of Interest policies.

 

Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds regardless of race, color, ethnicity, religion, age, gender, disability, sexual orientation, marital status or political affiliation.

 

Strong, interpersonal verbal skills.

 

 

REQUIRED EXPERIENCE AND TRAINING

 

Graduation from high school or an equivalent recognized certification; three (3) years of customer service experience in a call center environment.   Demonstrated ability in resolving complex customer calls and in performing as a lead worker.

 

 

GENERAL INFORMATION

 

Bargaining Unit:                   White Collar

FSLA Status:                       Non-Exempt

Code of Ethics Certification:      No

Class Spec. Estab./Revised:        E10/05; R03/06

 

 

 


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