Call Center Representative 3

Come join our team!

 

Prince George’s County Government provides a dynamic and inclusive workplace where employees can thrive, learn, and grow across its 30 diverse agencies, all dedicated to serving the County's residents with essential resources and services. Nestled just minutes away from Washington, DC, Prince George's County combines urban vibrancy with serene surroundings, offering an ideal setting to live, work, and enjoy life.

We are Prince George’s Proud!

The Prince George's County Government Office of Community Relations is currently seeking qualified applicants to fill a Call Center Representative 3 position, grade A16, in the 311 Call Center Unit.

About the Position:  
This is senior level customer service work helping residents, members of civic and community groups, and others concerning available services and programs provided by public and private agencies by telephone. The work involves receiving and processing non-emergency telephone calls directed to the Prince George’s County, Maryland PGC311 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. 

About the Agency
The Office of Community Relations ensures that County residents connect with government resources, agencies and personnel. Our responsibility is to serve as a bridge between government and its people. We do so by using data driven analysis and input received from constituents. We are dedicated to a world class service delivery model and ensuring Prince George’s County residents know that they can count on the Office of Community Relations to be highly visible, accessible and accountable.

• Receives incoming telephone calls from customers to identify problems, research various written information and referral materials/documents to provide necessary information and/or to make appropriate referrals and follows up with customers when necessary. 
• Provides customers with information about referrals to public and private service agencies normally limited to Prince George’s County and the immediate vicinity. 
• Receives telephone calls from customers seeking information about public and private service agencies, Prince George’s County. 
• Demonstrates knowledge and ability to operate various technical systems and equipment (i.e., ACD phone system, SR System, Microsoft Outlook, Teams, Word). 
• Responds to customers who contact the PGC311 Call Center requesting service or assistance via telephone, web-based portal, face-to-face, or written correspondence. 
• Obtains appropriate and pertinent information from callers and enters necessary information into the Service Request (SR) system. 
• 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. 
• Participates on specialized continuous projects such as computerized data collection including verifying and classifying information, report preparation, and maintenance of a resource data base. 
• Assists Call Center Supervisor and Manager with the PGC311 Call Center Operations.
• Performs tasks and duties assigned willingly and cooperatively, which may not be specifically listed in the class specification or position description; however, 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  
• Two (2) years of experience in a customer service call center environment
• One (1) year of which must have been with the Prince County Government

An equivalent combination of education, training, and experience will be considered

Preferred Qualifications

• 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. 
• Knowledge of and the ability to operate a multi-button telephone, personal computer, photocopier, devices for the hearing impaired, and other office automation equipment appropriate to the requirements of the position.
• Ability to work effectively under minimal supervision. 
• Ability to communicate effectively to provide direct customer service assistance to residents with varying backgrounds and problems.

 
EACH APPLICANT MUST INCLUDE INFORMATION WHICH CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION. 

Job Location: 14741 Governor Oden Bowie Drive, Upper Marlboro, MD 20774

Conditions of Employment:  Upon selection, the candidate must: 

• Be able to work rotating shifts, including weekends and holidays.
• Meet all training and performance standards and demonstrate proficiency as required by the agency.
• Wear and use agency protective apparel and equipment in the performance of their assigned duties, if applicable.
• May be required to successfully pass preemployment checks which may include reference checks, background investigations, and drug screenings, where applicable.
• Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave.

 

ONLY ONLINE APPLICATIONS WILL BE ACCEPTED

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 provide and verify authorization to work in the United States without sponsorship.
 
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. 

 

INTERNAL APPLICANTS: If you are a current Prince George's County Government employee and seeking a promotion, in accordance with Section 16-200 of the Personnel Law, you have the right to appeal a rejection rating within five (5) working days of receiving a rejection notice.  Union employees should refer to their respective collective bargaining agreement and/or union representative for their grievance procedure.

   

Salary : $41,056 - $62,420