CALL CENTER REPRESENTATIVE II 0099

DISTINGUISHING FEATURES OF THE CLASS

An employee in this class is assigned to a jurisdiction’s call center in a shift leader capacity. Employees receive calls from the public, and relay the callers, or information obtained through the calls, to appropriate agencies and departments using Customer Relationship Management (CRM) technology. The incumbent must elicit information from callers, answer inquiries, handle complaints, troubleshoot problems, and ensure the efficient operation of the call center during their assigned shift, including adequate staffing. Work is performed under the general supervision of an administrative or technical supervisor who reviews work by observation and oral reports. Does related work as required.

TYPICAL WORK ACTIVITIES

Provides guidance and training to other Call Center Representatives and assists with escalated calls;

Monitors call queues and adjusts staffing levels as needed to ensure service level expectations are met;

Participates in interviewing new staff and makes recommendations for hiring;

Continuously evaluates shift efficiency and makes recommendations to the supervisor regarding process improvements, staffing adjustments, and other strategies for optimizing performance;

Responds to a high volume of inbound calls in a timely manner and makes outbound calls when necessary;

Follows communications scripts when assisting callers;

Identifies caller needs, clarifies information, provides solutions when possible, or forwards calls to those who can;

Relays information to the appropriate agency or department using Customer Relationship Management (CRM) technology;

Keeps comprehensive records of all calls in the Call Center database.

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

Ability to effectively lead and motivate others; ability to learn and utilize Customer Relationship Management (CRM) technology; ability to speak clearly and distinctly, in a well modulated and pleasant voice, and to use correct grammatical construction and choice of words; ability to learn and remember the names and locations of personnel in the organization served, and to understand essential departmental operations; ability to operate CRM calmly and efficiently under conditions of emergency or heavy load; ability to keep simple records accurately; ability to understand and follow oral and written instructions; physical condition commensurate with the demands of the position.

MINIMUM QUALIFICATIONS

OPEN COMPETITIVE

Graduation from a standard senior high school or possession of a high school equivalency diploma and four (4) years of experience involving public or client contact providing information or services.

NOTE: Additional education from a college with federally-authorized accreditation or registration by NY State will be substituted for experience on a year-for-year basis up to one (1) year.

01/01/2023

SUFFOLK COUNTY

Competitive