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Job Description
| SERVICE CENTER SPECIALIST |
Job Code: 4171
Pay Grade: 012
FLSA Status: Non-Exempt
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| General Functions |
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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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- Answers and directs incoming calls to appropriate sources. Acts as the information and referral source.
- Facilitates front-end documentation for service requests and work orders.
- Coordinates with other Orange County resources to assist citizens with problems.
- Retrieves and responds to voice mail recorded messages left during non-business hours.
- Provides research and call-back routines when appropriate.
- Prioritizes incoming calls, 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.
- Uses technical tools to accurately identify jurisdictions, locate addresses, and gather necessary information.
- Serve as Emergency Essential employee by disseminating information to the public before, during and after an emergency or disaster.
- Participates in special events providing educational materials to the public.
- Participates in Quality Assurance evaluations and activities.
- 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 one year of experience in a Customer Service Contact Center or, an equivalent combination of relevant education, training, or experience.
Must successfully complete and maintain the 311 Internal Certification within six (6) months of hire.
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| Preferences |
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Basic/Intermediate knowledge of Microsoft Office Products (Word, Excel and Outlook). |
5/24/2018
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