Call Center Representative

Under general supervision, this position provides high-quality customer service via telephonic and digital channels. The role involves detailed clerical work, accurate data entry, and the application of departmental policies and procedures to resolve customer inquiries, process requests and maintain records.

The list of essential functions and responsibilities outlined below are intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed if such functions are a logical assignment to the position.

Delivers courteous and professional customer service via telephonic and digital communication channels to resolve customer inquiries, complaints and concerns in accordance with existing policies and procedures

• Identifies customers’ needs through active listening, then utilizes available resources, i.e., internal systems, to research and provide solutions and/or alternatives
• Guides customers through required steps to complete transactions, including form submissions, payment processing and account updates
• Assist customers with navigation of online platforms as applicable
• Generates correspondence, notices and/or reports according to established policies and procedures
• Accomplishes scanning/imaging of documents, to include accurate logging of document(s), into case management system and/or other system(s) as required
• Processes incoming mail to include, but not limited to: receiving, filtering, clocking, and managing as appropriate; as necessary, routing to appropriate functional area, individual, interdepartmental function, judiciary, external partner, etc
• Updates reference materials and/or information database resources for internal and general public’s usage
• Displays consistency and punctuality in attendance
• Adheres to established organizational, and departmental, productivity standards
• Complies with company policies and procedures
• Pursues tasks/functions within process to promote efficiency and effectiveness

• Proficiency in both oral and written communications, to include possessing ability to follow complex oral and written instructions
• Ability to establish and maintain effective working relationships with colleagues, the general public, internal and external partners (to include legal community and governmental agencies), and judiciary
• Capacity to converse with customers and address their needs in a professional, courteous, and tactful manner, as well as ability to exercise control when encountering challenging situations
• Fundamental computer skills to quickly and accurately enter data
• Working knowledge of general office procedures, administrative and clerical procedures, task prioritization/organization and general office equipment functionality
• Ability to learn and comprehend specialized information specific to assigned tasks/functions, i.e., codes, rules, policies, procedures, forms, legal terminology, etc., and appropriate application of such knowledge to accomplish tasks/functions in an accurate and efficient manner
• Focus on attention to detail
• Recognition and adherence to time standards, deadlines and workflow fluctuations
• Ability to use discretion with confidential and/or sensitive information
• Interpret, comprehend and comply with state and federal guidelines, as well as legal advice restrictions, relating to the Clerk & Comptroller’s Office
• Maintain accuracy and productivity in a fast-paced environment in which frequent interruptions and simultaneous tasks occur

• High School Diploma or GED, supplemented by one(1) year of…