Call Center/Customer Service

The Community Resource Specialist Office Assistant plays a critical role in how Maricopa County Department of Public Health (MCDPH) is perceived by the community. You are MCDPH's "front line" of all calls, questions, complaints, and compliments. With diverse incoming calls and varied outbound connections, you represent every Public Health and County entity. You have an amazing sense of professionalism and are willing to take on that level of responsibility to all constituents. You understand and embrace the concept of public service and are willing to make community satisfaction your primary priority with every interaction. Our work is guided, but not scripted. Transparency and open communication with the team, coupled with: critical-thinking, problem-solving, investigation, research, and kindness are the tenets of our work on the CARES Team.

Computer literate Excellent reading and writing competencies Customer service experience Excellent communication skills Attention to detail Bilingual (Spanish/English) language skills preferred Critical traits and capabilities: Willingness to learn and the ability to understand guidance and to embrace the research process required to respond to community inquiries Empathy and exceptional listening skills, with a great attitude that makes every caller feel like they are being heard Ability to handle pressure well Ability to stay calm and be emotionally stable, to respond with patience and tact to a difficult caller or a stressful situation Excellent verbal communication skills; the ability to not just know the right questions to ask, but when to ask them and how to phrase them in the course of your customer interaction Enhanced people skills Trustworthy and willing to go above and beyond to ensure a completely- and accurately-informed community member Readily able and willing to collaborate with a team Professionalism in communication Professionalism with regards to basic expectations such as on-time arrival and reliability Awareness of call topics to appropriately identify calls that warrant transfer to Epidemiology A focus on "Inform, Educate, Empower" following up every applicable guidance call with an email that contains links to the information shared during the call Attention to detail in reporting and tracking each call in the Alchemer survey system Additional Responsibilities: Support CARES Team's ability to answer and respond to inbound calls interview callers to determine the nature of the call and review applicable guidance to determine best response to community inquiries Process calls received according to policy, procedure and guidance and refer appropriate calls to Epidemiology Follow up applicable guidance calls with an email containing links to information shared during the call, so that callers have the ability to access current information and changes to that information that may occur over time Accurately report calls in the Alchemer survey syste