Job description
This is senior level customer service work aiding by telephone to residents, members of civic and community groups, and others concerning available services and programs provided by public and private agencies. The work involves receiving and processing non-emergency telephone calls directed to the Prince George's County, Maryland 311 Call Center. Work also involves collecting and disseminating referral and resource information. Contacts are with County Government employees, the public, and with employees of public and private service agencies for the purpose of gathering resource information, identifying, and resolving problems and/or making appropriate referrals. Public service provided requires the employee to respond on demand and involves detailed questioning of the caller to determine the nature of assistance required.
Answers questions and provides suggestions to customers as to how best the clients' problems can be resolved or questions answered.
Responds to the complex inquiries referred from the Office of the County Executive.
Develops and updates accurate resource information of public and private agencies, their mode of operation and the services they provide.
Collects, develops, verifies, and classifies available information to produce resource publications.
Promptly refers emergency calls to 911 emergency services.
May operate assistive devices for the hearing-impaired.
Publicizes the services of the office for resident knowledge and may provide information on community services to other departments and agencies.
Records and maintains records of telephone exchanges in accordance with established procedures.
Maintains and reports record of work performed to account for needs of the public and periodically follows up selected referral cases.
Makes inquiries and investigates to determine if unknown types of services are available.
Prepares informational materials in support of the information and referral services provided.
Willingly and cooperatively performs tasks and duties which may not be specifically listed in the class specification or position description, but which are within the general occupational category and responsibility level typically associated with the employee's class of work.
High school diploma or G.E.D. Certificate or G.E.D. equivalency and two (2) years’ experience in a customer service call center environment; one (1) year of which must have been with the Prince County Government.
PREFERRED QUAIFACATIONS
Prior work experience in a call center environment, as well as previous experience and knowledge performing dispatcher responsibilities. The ability to speak, read, write, and communicate effectively in Spanish and English is also preferred.
CONDITIONS OF EMPLOYMENT
Upon selection, the candidate must be able to work rotating shifts, including weekends and holidays.
ELIGIBILITY TO WORK: Under the Immigration Reform and Control Act of 1986, an employer is required to hire only U.S. citizens and lawfully authorized alien workers. Applicants who are selected for employment will be required to show and verify authorization to work in the United States.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S., only after an offer has been accepted and the Form I-9 is completed. For information on E-Verify, or if you believe the County has violated its E-Verify responsibilities, please contact the Department of Homeland Security (DHS) at 888-897-7781 or visit their website at dhs.gov/e-verify.
CLOSING DATE: ONLY ONLINE APPLICATIONS WILL BE ACCEPTED. Applications must be submitted by 11:59 p.m. Eastern Standard Time (EST)
.
arclintfl.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, arclintfl.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, arclintfl.com is the ideal place to find your next job.