NATURE OF WORK
This is advanced customer service work providing information on County services and processing requests for service in the Broward County Call Center.
The Call Center provides County residents, businesses and visitors with one-stop customer service for requesting Broward County information and services. The Call Center 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 Broward County Emergency Operations Center.
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 Call Center reports, observation and monitoring.
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.
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 database 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 Broward County Emergency Operations Center.
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 Broward County services and programs.
Strong, interpersonal verbal skills.
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 Broward County’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, religion, gender, national origin, age, marital status, political affiliation, familial status, disability, sexual orientation, pregnancy, or gender identity and expression.
REQUIRED EXPERIENCE AND TRAINING
Three (3) years of customer service experience in a call center environment.
Bargaining Unit: White Collar
FSLA Status: Non-Exempt
Code of Ethics Certification: No
Class Spec. Estab./Revised: E10/2005 R05/2015