311 Call Center Representative II - Non-Merit

Call Center Representative

Call Center Representatives are responsible for answering incoming calls from constituents to document concerns, create service requests for the appropriate agency, and answer general inquiries. 311 Call Center Representatives serve as the focal point for constituent inquiries regarding county services.

Examples of essential duties include:

• Answering incoming calls, creating service requests and responding to status requests on open service requests.
• Researching required information using available resources.
• Following communication "scripts" when handling different topics.
• Documenting all call information accurately and according to standard operating procedures.
• Probing constituents to fully understand the issue and directing the call or service request to the correct agency.
• Assisting with the development and delivery of training.
• Identifying and escalating priority issues to the appropriate agency.
• Navigating multiple Windows-based computer systems while documenting the constituent concerns in a timely manner.
• Meeting personal/team qualitative and quantitative targets.
• Ability to resolve constituent inquiries with little or no involvement of the underlying agency, knowledge of supported agencies, and utilization of the appropriate subsystem to achieve one-call resolution.

The duties and responsibilities listed above are for the purpose of determining a common set of minimum qualifications for the positions in this class. They may not include all of the essential job functions of each position in the class. Each position may not be required to perform all of the essential job functions listed.

Minimum qualifications include:

• High school diploma or equivalent.
• Proficient in relevant computer applications.
• Required language proficiency, bilingual skills are a plus.
• Knowledge of customer service principles and practices.
• Experience in a call center or customer service environment is preferred.
• Good data entry and typing skills, ability to listen and type concurrently.
• Intermediate level of knowledge regarding the supported agencies and subsystems.

Key competencies include:

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Teamwork
• Stress tolerance, ability to provide courteous service under stressful situations.
• Resilience

Applicants will be qualified based on an evaluation of their training and experience, as stated on their application. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes.

Works an average scheduled workweek of 39 hours, Monday through Friday. Employees in this classification are designated as Emergency/Essential and may be required to work overtime with little or no advance notice. May work extended hours, including nights, weekends, and holidays, as required. May be subject to call to duty as required.

The work of this classification is essentially sedentary but does require periods of moderate (up to 20 lbs.) lifting and carrying and involves the use of computers and office machinery. Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation, including, but not limited to a criminal background, education, and fingerprint check. Job candidates may be required to complete an expanded background investigation.