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Call Center @ssociate

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Columbus, OH
Job Type
Apr 20, 2018
Job ID
Clerical Specialist 
Under general supervision, performs a variety of customer service duties in support of operations, including responding to requests for information and service; performs research and provides thorough and accurate information regarding services, procedures, and resources; manages documents and/or data; maintains logs of every transaction using multiple, independent software systems; and performs related work as required.  
Depending on assignment, duties may include, but are not limited to, the following:
Call Center Duties
  • Receives and evaluates calls from internal and external customers requesting information on services, procedures, activities, resources, and programs.   Provides information and assistance in an efficient manner.
  • Assesses nature or urgency of the issue; determines and establishes priority of call; resolves the issue or escalates and/or transfers call to appropriate staff as necessary.
  • Identifies the type of service being requested by listening, asking relevant questions, evaluating information obtained, and determining City services available to successfully handle the request.
  • Creates or researches customer information in the Customer Relationship Management (CRM) system; records information on all customer inquiries or problems; provides updates on previously created cases.
  • Follows system and department-specific procedures to create service requests and work orders in specialized department software systems.
  • Conducts research using various resources to provide customers with complete, accurate, and thorough answers to requests for information, inquiries, and/or problems.
  • Participates in on-going training and cross-training opportunities; stays abreast of changes in the operation, policies, and procedures that affect services provided.  
  • May respond to email and web requests for information. 
Scanning Duties:
  • Enters and formats data for updating of the information system.  
  • Extracts information from a computer generated database.  
  • Prepares documents for scanning, including the removal of staples, paperclips, etc.
  • Catalogs documents based on pre-determined coding system.
  • Performs clerical tasks, including capturing information through the use of document scanning software.  
Other related duties may also be performed; not all duties listed are necessarily performed by each individual holding this classification.
·       Principles, practices, and techniques for providing a high level of customer service by effectively dealing with the public and internal staff.
·       Modern call center practices, methods, and computer equipment and applications, including Customer Relationship Management (CRM) software and dispatch systems.
·       Basic principles and practices of research and record keeping.
·       English usage, spelling, vocabulary, grammar, and punctuation.
 Ability to:
  • Take and process a high volume of customer service calls in a professional and efficient manner.
  • Maintain composure under stress or high volume calls/demanding environment.
  • Multi-task by handling a variety of calls, taking information from caller, entering data into appropriate software systems, and/or dispatching for service.
  • Understand a customer’s request/question, identify and research the correct response/action to address the issue, and communicate the response to the customer.
  • Learn and understand the organization and operation as necessary to assume assigned responsibilities.
  • Learn, interpret, and apply administrative and various departmental policies and procedures.
  • Maintain accurate record keeping and tracking systems.
  • Organize own work, set priorities, and meet critical time deadlines.
  • Operate call center equipment including computer equipment and specialized software applications programs.
  • Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
  • Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
Education and Experience:
  • Three years of customer service experience, including two years in a call center environment. 
  • One to three years of experience with document scanning or records retention.
  • Possession of a High School diploma or G.E.D. equivalent. 
  • Individuals fluent in Spanish and/or Vietnamese are encouraged to apply.  
  • Ability to format and generate reports in MS Word or Excel
  • Ability to type a minimum of 40 wpm.
  • Knowledge of office practices and procedures.  
Physical and Environmental Conditions
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. This is primarily a sedentary office classification although standing and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard and to operate standard call center and office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 25 pounds.

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives while interpreting and enforcing departmental policies and procedures.