Class Code: 00092
CALL CENTER SPECIALIST I
NATURE
OF WORK
This
is customer service work providing information on county services and
processing requests for service in the
The
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
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
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
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
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
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