SENIOR CALL CENTER REPRESENTATIVE 0104

DISTINGUISHING FEATURES OF THE CLASS

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 differs from a Call Center Representative in that a Senior Call Center Representative is expected to defuse escalated calls, triage cases, supervise call center staff in the Call Center Manager’s absence, and assist in the training and scheduling of call center staff. 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

Assists Call Center Manager with training and scheduling of call center staff; may supervise the call center staff in the manager’s absence;

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

Responds to escalated inbound calls in a timely manner and makes outbound calls when necessary;

Follows communications scripts when assisting callers;

Performs constituent case management;

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

Good knowledge of the operation of a call center; Working knowledge of standard supervisory techniques; 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

a) Graduation from a standard senior high school or possession of a high school equivalency diploma and five (5) 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 two (2) years.

PROMOTIONAL

Two (2) years of permanent competitive status as a Call Center Representative.

1/3/22

SUFFOLK COUNTY

Competitive