| SENIOR SERVICE CENTER SPECIALIST |
Job Code: 4170
Pay Grade: 013
FLSA Status: Non-Exempt
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| General Functions |
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The Senior Service Center Specialist responds to Orange County citizens by facilitating a convenient way to access information, process referrals and perform problem-coordination functions.
Work is performed with independence under the direction of the Call Center Supervisor and is reviewed on a regular basis through observation and results achieved.
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| Representative Duties /Assignments |
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- Responsible for contact center floor operations.
- Serves as lead Specialist providing training, scheduling recommendations and back-up in the absence of the Supervisor.
- Monitors Service Center Specialists call handling volume and techniques to ensure quality of service.
- Produces reports using the contact center monitoring tools; submits reports to management to address discrepancies.
- Performs Quality Assurance evaluations and activities.
- Answers and directs incoming calls to appropriate sources. Acts as the information and referral source.
- Facilitates front-end documentation for service requests, after-hours voice message and work orders.
- Prioritizes incoming contacts, conducts the proper handling of service requests, and the coordination and resolution of complaints. .
- Generates, records, processes and transmits information from different electronic activities such as our website portal, email, chat and the Smartphone application.
- Serve as Emergency Essential employee by disseminating information to the public before, during and after an emergency or disaster.
- Provides excellent customer service, oral communications skills and strong interpersonal relations .
- Performs other duties as assigned.
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| Minimum Qualifications |
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Associates Degree in Communications, Business or a closely related field and two years of experience in a Service Call Center or an equivalent combination of relevant education, training or experience.
Must successfully obtain and maintain the 311 Internal Certification. |
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| Preferences |
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Knowledge of Microsoft Office including Outlook. |
