Class Code: 00093
NATURE OF WORK
This is advanced
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. 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
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
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
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
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
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