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


Class Code:W0092

CALL CENTER SPECIALIST I

NATURE OF WORK

 

This is 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.

 

Incumbent is required to work extended and/or overnight shifts staffing the Emergency Information Hotline during an emergency activation and post-emergency situations of the BrowardCountyEmergencyOperationsCenter.  

 

Work is performed in accordance with prescribed procedures and departmental regulations; however, independent judgment is exercised in determining and accessing the needs of the caller.

 

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

 

 

ILLUSTRATIVE TASKS

 

Receives and answers telephone inquiries and processes 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 requests to edit existing records in the knowledge base and requests to create new records for information that is not currently available in the knowledge base.

 

Schedules building code inspections for county contractors and residents using the Building Code Service Division’s work order system.

 

Facilitates conference calls with an agency specialist when customer inquiries or requests cannot be resolved by the CallCenter.

 

Accesses numerous agency computer databases to provide customers detailed information in subject areas such as tax payments, permits, building inspections, and recorded County records.

 

Works extended and/or overnight shifts as part of the Emergency Information Hotline during emergencies and activations of the EmergencyOperationsCenter.

 

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.

 

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

 

Strong interpersonal and verbal skills.

 

Ability to exercise good judgment.

 

Ability to analyze and solve customer problems to quick resolution.

 

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.

 

 

REQUIRED EXPERIENCE AND TRAINING

 

Graduation from high school or an equivalent recognized certification; three (3) years of customer service experience with at least two (2) years in a call center environment.

 

 

GENERAL INFORMATION

 

Bargaining Unit:                   White Collar

FLSA Status:                       Non-exempt

Code of Ethics Certification:      No

Class Spec. Estab./Revised:        E10/05



 

 


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