IT Call Taker I - Non-Merit

Regular Schedule:  39 hours per week

A vacancy exists in the Office of Information Technology. 
 
A list of eligible applicants will be established based on the examination as outlined below.

Current and future vacancies occurring in any Office or Department of Baltimore County General Government may be filled from the list of eligible applicants.

All interested transfer and promotional candidates must apply at this time.   

List all promotions and changes in job duties due to reclassification as separate work experiences on your application. Applicants must include the dates of the promotions and reclassifications.

Note:  Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered. A resume will not be considered in determining your qualifications for a position. Applicants selected for an interview may provide a resume at that time.

You can attach your transcript(s) or license(s) to your application.

Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered.  Proof of licenses, certifications, and/or education must be submitted with each application.

DEFINITION OF RESPONSIBILITY

Call Center Representatives are responsible for answering incoming calls from constituents to document concerns, create service requests for the appropriate agency and answer general inquiries. 311 Call Center Representatives serve as the focal point for constituent inquiries regarding county services. 

EXAMPLES OF ESSENTIAL DUTIES

• Answer incoming calls, create service requests and respond to status requests on open service requests.
• Research required information using available resources.
• Follow communication “scripts” when handling different topics.
• Document all call information accurately and according to standard operating procedures.
• Probe constituents to fully understand the issue and direct the call or service request to the correct agency.
• Identify and escalate priority issues to the appropriate agency.
• Navigate multiple Windows based computer systems while documenting the constituent concerns in a timely manner. 
• Meet personal/team qualitative and quantitative targets.

NOTE: The duties and responsibilities listed above are for the purpose of determining a common set of minimum qualifications for the positions in this class. They may not include all of the essential job functions of each position in the class. Each position may not be required to perform all of the essential job functions listed.

Education, Training, and Experience

• High school diploma or equivalent.
• Proficient in relevant computer applications.
• Required language proficiency, bilingual skills are a plus. 
• Knowledge of customer service principles and practices.
• One year of experience in a call center or customer service environment required.
• Good data entry and typing skills, ability to listen and type concurrently.

Key Competencies:

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Teamwork
• Stress tolerance, ability to provide courteous service under stressful situations. 
• Resilience

EXAMINATION PROCEDURE
Applicants will be qualified based on an evaluation of their training and experience, as stated on their application. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes.

Physical and Environmental Conditions

Works an average scheduled workweek of 39 hours, Monday through Friday.

Employees in this classification are designated as Emergency/Essential and may be required to work overtime with little or no advance notice. May work extended hours including nights, weekends and holidays, as required. May be subject to call to duty as required.

The work of this classification is essentially sedentary but does require periods of moderate (up to 20 lbs.) lifting and carrying and involves the use of computers and office machinery.

Employment Background Investigation
Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation, including, but not limited to a criminal background, education, and fingerprint check.

Salary : $18 - $24