Call Center/Help Desk Support-Tier 1

The Maryland-National Capital Park & Planning Commission•Riverdale, MD

22h•Onsite

About The Position

The Management Services Division is seeking help desk support staff to provide customer service through phone calls and emails for our internal and external customers. Ideal candidates have strong customer service skills and are patient, detail-oriented self-starters with an upbeat phone manner and positive attitude. They show comfort with technology and effective task-management skills, with the ability to balance multiple assignments at a time. Must be able to excel in a fast-paced environment. On-the-job training is provided.

Requirements

High School Diploma
Minimum age of 18
Strong verbal and written skills
Knowledge of basic customer service practices
Ability to listen effectively, gather relevant information, and ask appropriate questions to determine customer needs
Basic Computer Skills and the ability to learn multiple software applications
Basic problem-solving skills
Ability to multitask and manage priorities
Ability to work both independently and as part of a team

Nice To Haves

Previous customer service, call center, retail, or front-desk experience
Typing speed of 40+ words per minute (WPM), with an emphasis on accuracy
Basic experience with Microsoft Office Suite, including Outlook and data entry in Word or Excel

Responsibilities

Gather information and respond to customer calls and emails regarding Parks and Recreation programs, services, and general inquiries.
Provide troubleshooting support to customers and end users.
Record, document, and track customer inquiries, incidents, and service requests through ticketing software.
Provide rotational front-counter coverage, including assisting walk-in customers with program registrations and answering general questions about the department.
Manage a steady call volume and provide professional customer service.