CALL CENTER REPRESENTATIVE
0101
An employee in this class is
assigned to a jurisdiction’s call center. 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, and
troubleshoot problems. 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
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 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 two (2) 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.
R10/16/2020
SUFFOLK COUNTY
Competitive