Call Center Specialist - Central Services

Call Center Specialist - CENTRAL SERVICES

Perform general information duties in a Call Center that supports the Sedgwick County Treasurer, Sedgwick County Tag Office, Sedgwick County Appraiser's Office, and Sedgwick County Election Officer. Provides clear and accurate information regarding department services and information for other resources within the community. Provides technical assistance and information to property owners and the general public via telephone.

Call Quality:
Communicate Sedgwick County policies and procedures in a factual and efficient manner. Answer telephone calls from consumers and the general public in a professional, courteous, and empathetic manner, controlling the tone and outcome of each call. Identify concerns, obtain necessary information from callers, and route such concerns to the proper program. Identify and escalate priority issues. Learn statues and policies for the tag office, treasurer's office, appraiser's office in order to successfully help the caller conduct their transactions with these offices.

Call Volume:
Monitor the pace of calls to ensure they are handled efficiently, maintaining call queue and time frames. Maneuver through various program screens and menus to research and retrieve information quickly, conveying such information to the callers' inquiry in an accurate and efficient manner.

Communication:
Maintain attention to detail filling out forms and documentation. Mail appropriate forms to property owners (i.e., protests, application for exemption and special productivity valuations, rendition, etc.) upon request.

Minimum Qualifications:

High school diploma or equivalent. One (1) year of experience in a call center or customer service environment.

Preferred Qualifications:

Two (2) years of experience working with Tag office, Appraiser office, or Treasurer's office. Two (2) years of experience working in a call center or customer service setting. Bilingual in English and Spanish. Proficiency testing will be required for selected candidate(s) claiming bilingual status.