Telephone Information Clerk.County Clerk-Call Ctr

Dallas County • Dallas, TX

3d • Onsite

About The Position

Acts as a subject matter expert in receiving, processing and responding to complex telephone inquiries from employees, departments and the general public pertaining to County-related services for multiple areas; sets up and maintains a Frequently Asked Questions (FAQ) library for customer access, and resolves customer related issues related to on-line access and services.

Requirements

• Graduation from an accredited high school/GED Program.
• Four (4) years of work related experience or 45 hours of college credit or a combination of the two.
• Ability to type 35 wpm or 70 kspm.
• Ability to maintain poise, tact and professionalism while managing difficult telephone calls.
• Ability to understand and follow written and verbal instructions, organize and process work and establish and maintain effective working relationships with employees, departments and the general public.

Responsibilities

• Acts as subject matter expert and team leader to provide day-to-day guidance in assisting other staff members in disseminating accurate and appropriate information to the public involving multiple areas.
• Sets up and maintains an on-line library of frequently asked questions and related information or instructions.
• Assists customers by telephone or e-mail with online access issues for multiple areas serviced by the department.
• Receives and processes the more complex telephone calls and inquiries pertaining to all operations within the department.
• Responds to inquiries, verbally or in writing, from internal and external customers by providing answers, information and instructions.
• Assists supervisor in training and coaching staff.
• Maintains electronic logs pertaining to activities performed and generates reports.
• Stays abreast of changes in the laws, policies and procedures and notifies staff.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED