What are the responsibilities and job description for the Call Center Representative position at City of Bethlehem?
Department: Police/Bethlehem Service Center
Type of Position: Full-Time, Union
MINIMUM QUALIFICATIONS: High school diploma or G.E.D.; and minimum of 1 year experience working in a call center managing multiple phone lines required.
REQUIREMENTS: Must pass a criminal background investigation, pre-employment physical, and drug test.
NATURE OF WORK PERFORMED: This position is responsible for answering phone calls to the Bethlehem Service Center and providing callers with the highest quality of service by ensuring efficient screening and processing of non-emergency calls for service.
EXAMPLES OF WORK PERFORMED: Answers non-emergency and administrative calls for service, obtains pertinent information from the caller and responds to requests for information or makes referrals to appropriate department. Monitors City camera system. Enters data in computer system and maintains logs and records of calls, activities, and other information. Performs PA One Call duties including, notifying utility companies via PA One Call System when the City will perform excavations; monitors PA Once Call process, monitors Tickets received, and responds to/closes out Tickets received via PA One Call System. Operates Statewide National Criminal Information Center (NCIC) and the Commonwealth Law Enforcement Assistance Network (CLEAN) system to gather information for non-emergency police operations. May be required to provide on-the-job training for new hires.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES: Ability to communicate and remain calm under all conditions; experience multi-tasking and managing multiple phone lines as an operator or customer service representative; strong communication skills including ability to speak clearly and articulately, ability to actively listen to callers to determine their needs and gather pertinent information, ability to read and understand directives and policies, and ability to communicate information legibly and accurately; good judgment and ability to effectively prioritize situations and information and make appropriate decisions based on information received; must work well with others; must be able to work all shifts of a 24-hour period and be available for emergency overtime; must possess or be able to acquire a working knowledge of public safety communication equipment, practices and procedures, including but not limited to: computer aided dispatch (CAD) system; telephone and radio consoles, TDD, and data entry equipment; ANI/ALI displays/information; functions and operations of manual call recording and dispatch system; basic telephone and radio procedure for handling incoming call and dispatching response units; basic law enforcement terminology and codes; basic fire complaint/dispatching terminology; proper responding agencies for various call types; proper use of state and NCIC computer systems and functions; familiarity with streets and locations in the City; data entry and computer experience is required; knowledge of PA One Call process preferred.
HOW TO APPLY: Applicants should submit a resume and cover letter outlining how they meet the specific requirements of the position. While we sincerely appreciate all applications, only those candidates selected for interview will be contacted.
Job Type: Full-time
Pay: $42,116.81 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
- Day shift
- Night shift
Education:
- High school or equivalent (Preferred)
Experience:
- Call center: 1 year (Preferred)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Work Location: In person
Salary : $42,117
