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The Broward County Board of County Commissioners is seeking qualified candidates for Call Center Specialist.
Are you looking for an exciting new full-time opportunity to help serve your community? The Broward County Call Center has an opening for a Full Time Call Center Specialist. This is advanced, multi-lingual customer service work in a fast-paced, “one stop shop” call center environment. This position requires a minimum of three years of customer service experience in a call center environment. The position is eligible for County benefits.
Call Center Specialists work with various agency systems and databases to provide residents, businesses, and visitors with information on County programs and services in a professional, courteous manner. Additional responsibilities may include performing intake and scheduling appointments. The Call Center also functions as an Emergency Hotline during activations of the Broward County Emergency Operations Center (EOC), providing public safety information to callers in emergency situations. Emergency situations may require extended shifts in a stressful environment.
The ability to speak, read and/or write Spanish, Haitian Creole and/or French is preferred. Previous experience with online chat, knowledge base maintenance, training or written customer relations communications is a plus.
General Description
Performs customer service work providing information on County services and processing requests for service in the Broward County Call Center. Works under close to general supervision according to set procedures, but determines how or when to complete tasks.
Additional responsibilities include:
- Receiving and responding to inquiries about all County programs and services in a professional, courteous manner.
- Processing and/or scheduling requests for service
- Accessing an online knowledge base and/or various agency systems and databases to respond to inquiries.
- Providing public safety information to callers in emergency situations.
Work may require extended shifts in a stressful environment during activations of the Emergency Hotline.
Minimum Education and Experience Requirements
Requires three (3) years of customer service in a call center environment or closely related experience.
Special Certifications and Licenses
None.
Preferences
Experience in a government call center.
Ability to speak, read and write Spanish and Haitian Creole fluently.
Experience working with software programs currently utilized by the Call Center to answer resident inquiries (e.g. Chameleon, Taxsys, Posse)
Certificates of NIMS training: ICS-100(Introduction to ICS), ICS-200 (Basic ICS) and ICS-700(NIMS, an Introduction).
Experience working with Easy Trak software program currently utilized by Community Action Agency staff to answer resident inquiries.
The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.
Answers call inquiries from the public and processes requests: creating work orders for animal control, filing complaint reports for environmental enforcement, sending faxes/emails to callers regarding information requested, and scheduling inspections for the building department.
Facilitates conference calls with other departments or agencies when customer inquiries or requests cannot be resolved by the Call Center.
Sends out mail using the call tracking system.
Enters data into various systems as needed, and uses various systems to find information for callers.
Enters service requests into a system and assigns it to the appropriate agency.
Provides training on new databases, and provides training to new employees and volunteers.
Assists County agencies with Spanish translation calls and responds to Spanish website inquiries.
Conducts inquiries for Environmental Protection and Growth Management callers with rebates and conducts initial applications online and reports environmental complaints.
Assists supervisor with updating Call Center telephone numbers, information and training materials.
Supervises volunteers in the Call Center during emergency activations.
Conducts intake for Vulnerable Population Registry.
Processes mail, emails and faxes to the public.
Answers calls for the Hurricane Hotline.
Functions as a Lead Worker during an activation of the Emergency Information Hotline.
Provides professional level staff assistance.
Coordinates and manages Special Projects.
Performs related work as assigned.
Physical Demands
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.
Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.
Unavoidable Hazards (Work Environment)
Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.
None.
Competencies
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Gathers basic information to understand a problem and find a solution. Seeks to understand and apply systematic problem-solving methods; distinguishes symptoms from underlying problems.
Makes good and timely decisions that keep the organization moving forward. Knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.
Plans and prioritizes work to meet commitments aligned with organizational goals. Gains a clear understanding of the main tasks needed to complete work in the right sequence. Identifies the support and resources needed to carry out plans; delivers on time at an acceptable quality level.
Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Pursues, explores, and develops ways to ensure own work is as effective as possible within all relevant processes. Shares an analysis of process problems with stakeholders; discusses how to resolve the issue.
Holds self and others accountable to meet commitments. Accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.
Demonstrates Self-Awareness-Awareness
Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. Seeks and responds to constructive feedback in a positive and professional way. Seeks to understand own impact on others; acknowledges mistakes and finds ways to avoid repeating them.
County Core Values
All Broward County employees strive to demonstrate the County's four core behavioral competencies.
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Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
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Customer focus: Building strong customer relationships and delivering customer-centric solutions.
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Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
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Values differences: Recognizing the value that different perspectives and cultures bring to an organization.
Americans with Disabilities Act (ADA) Compliance
Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email
[email protected] to make an accommodation request.
Emergency Management Responsibilities
Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.
County-wide Employee Responsibilities
All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies.
All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.
