Call Center Specialist

5 days ago

Plantation, United States Broward County Board of County Commissioners Full time

**REQUIREMENTS AND PREFERENCES**:
Are you looking for an exciting new part-time opportunity to help serve your community? The Broward County Call Center has an opening for a PT-20 Call Center Specialist. This is advanced, multi-lingual customer service work in a fast-paced, “one stop shop” Call Center environment. This position requires a minimum of three years of customer service experience in a call center environment. The position is eligible for County benefits.
Call Center Specialists work with various agency systems and databases to provide residents, businesses and visitors with information on County programs and services in a professional, courteous manner. Additional responsibilities may include performing intake and scheduling appointments. The Call Center also functions as an Emergency Hotline during activations of the Broward County Emergency Operations Center (EOC), providing public safety information to callers in emergency situations. Emergency situations may require extended shifts in a stressful environment.
The ability to speak, read and/or write Spanish, Haitian Creole and/or French is preferred. Previous experience with online chat, knowledge base maintenance, training or written customer relations communications is a plus.
**General Description**
Performs customer service work providing information on County services and processing requests for service in the Broward County Call Center.
- Works under close to general supervision according to set procedures, but determines how or when to complete tasks.

**Minimum Education and Experience Requirements**
- Requires three (3) years of customer service in a call center environment or closely related experience.**Special Certifications and Licenses**
- None.

**Preferences**

Experience in a government call center.
Ability to speak, read and write Spanish and Haitian Creole fluently.
Experience working with software programs currently utilized by the Call Center to answer resident inquiries (e.g. Chameleon, Taxsys, Posse).
Certificates of NIMS training: ICS-100(Introduction to ICS), ICS-200 (Basic ICS) and ICS-700(NIMS, an Introduction).
Experience working with Easy Trak software program currently utilized by Community Action Agency staff to answer resident inquiries.

**DUTIES AND RESPONSIBILITIES**:
**The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.**

Facilitates conference calls with other departments or agencies when customer inquiries or requests cannot be resolved by the Call Center.

Sends out mail using the call tracking system.

Enters data into various systems as needed, and uses various systems to find information for callers.

Enters service requests into a system and assigns it to the appropriate agency.

Provides training on new databases, and provides training to new employees and volunteers.

Assists County agencies with Spanish translation calls and responds to Spanish website inquiries.

Assists supervisor with updating Call Center telephone numbers, information and training materials.

Supervises volunteers in the Call Center during emergency activations.

Conducts intake for Vulnerable Population Registry.

Answers calls for the Hurricane Hotline.

Functions as a Lead Worker during an activation of the Emergency Information Hotline.

Provides professional level staff assistance.

Coordinates and manages Special Projects.

Performs related work as assigned.

**WORK ENVIRONMENT**:
**Physical Demands**
- Physical demands refer to the requirements for physical exertion and coordination of limb and body movement._

Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

**Unavoidable Hazards (Work Environment)**
- Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken._
None.

**SPECIAL INFORMATION**:
**Competencies**
- ** Manages Complexity**
- **
Decision Quality**
- Makes good and timely decisions that keep the organization moving forward. Knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.
- **
Action Oriented**
- Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.
- **
Plans and Aligns**
- Plans and prioritizes work to meet commitments aligned with organizational goals. Gains a clear understanding of the main tasks needed to complete work in the right sequence. Identifies the support and resources needed to carry out plans; delivers on time at an ac

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