311 Call Center Representative II - Non-Merit

Baltimore County•Towson, MD

11h•Onsite

About The Position

A Non-Merit vacancy exists in the Office of Information Technology. Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan. A list of eligible applicants will be established based on the examination as outlined below. Current and future vacancies occurring in any Office or Department of Baltimore County General Government may be filled from the list of eligible applicants. All interested candidates must apply at this time. List all promotions and changes in job duties due to reclassification as separate work experiences on your application. Applicants must include the dates of the promotions and reclassifications. Note: Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered. A resume will not be considered in determining your qualifications for a position. Applicants selected for an interview may provide a resume at that time. You can attach your transcript(s) or license(s) to your application. Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application.

Requirements

High school diploma or equivalent.
Proficient in relevant computer applications.
Required language proficiency.
Knowledge of customer service principles and practices.
Good data entry and typing skills, ability to listen and type concurrently.
Intermediate level of knowledge regarding the supported agencies and subsystems.
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

Nice To Haves

Bilingual skills are a plus.
Experience in a call center or customer service environment is preferred.

Responsibilities

Answering incoming calls from constituents to document concerns, create service requests for the appropriate agency, and answer general inquiries.
Serving as the focal point for constituent inquiries regarding county services.
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.
Resolving 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.