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United States
Baltimore County, MD Looking for 311 Call Center Representative II – Non-Merit at Towson, MD Full Time
Job Description
Regular Schedule: 39 hours per week
A Non-Merit vacancy exist in the Office of Information Technology, 311 Call Center.
A resume must be submitted with the application or the application will not be considered.
Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan.
All interested applicants must apply at this time.
Failure to submit proof of licenses, certifications and education will result in your resume not being considered. Proof of licenses, certifications, and/or education must be submitted with the resume.
Examples of Duties
The 311 Call Center Representative II positions are responsible for answering incoming calls from constituents to document concerns, create service requests for the appropriate agency and answer general inquiries. The 311 Call Center Representative II serves as the focal point for constituent inquiries regarding county services.
EXAMPLES OF ESSENTIAL DUTIES
- Answers incoming calls and emails.
- Creates service requests.
- Responds to status requests on open service requests.
- Researches required information using available resources.
- Follows communication “scripts” when handling different topics.
- Documents all call information accurately and according to standard operating procedures.
- Probes constituents to fully understand the issue.
- Directs the call or service request to the correct agency.
- Identifies and escalates priority issues to the appropriate agency.
- Navigates multiple Windows based computer systems while documenting the constituent concerns in a timely manner.
- Meets personal/team qualitative and quantitative targets.
- Resolves constituent inquiries with little or no involvement of the underlying agency,
- Knowledge of supported agencies and utilization of the appropriate sub system to achieve one call resolution.
NOTE: The duties and responsibilities listed above are for the purpose of determining a common set of minimum qualifications for all 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.
Qualifications
Required Qualifications
Possession of a high school diploma or equivalent.
Preference will be given to candidates with a bachelor’s degree.
Preferred Experience
- 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 preferred.
- Good data entry and typing skills, ability to listen and type concurrently.
- Intermediate level of knowledge regarding the supported agencies and systems.
Key Competencies
- Verbal and written communication skills
- Listening skills
- Problem analysis and problem solving
- Customer service orientation
- Organizational skills
- Attention to detail
- Judgment
- Adaptability
- Team work
- Stress tolerance, ability to provide courteous service under stressful situations.
- Resilience
Age Requirement
Must be 21 years of age at the time of hire.
Citizenship or Residency
Candidates (including non-U.S. citizens) must provide documentation to establish their identity or work authorization during the employment verification process.
Conditions of Employment
New employees are strongly encouraged to get COVID-19 vaccination.
Incumbents must be of good moral character and emotionally stable.
Physical and Environmental Conditions
- Works an average scheduled workweek of 39 hours, Monday through Friday.
- 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.
Medical Examination and Employment Background Investigation
Applicants selected for an appointment to a position in Baltimore County must successfully complete a physical examination and drug screen and a comprehensive background investigation which includes but not limited to a criminal background check and fingerprinting.
Job candidates may be required to complete an expanded background investigation, polygraph examination, and psychological examination.
