Call Center Agent I -Baltimore Police Department

Job Summary

A Call Center Agent I receives and processes telephone calls from the general public requesting government services or information and non-emergency police calls and prepares police reports. The work of this class involves no supervisory duties or responsibilities. Incumbents receive moderate supervision from a technical superior. Employees in this class work a rotating shift including weekends and legal holidays. Work is performed in an office where there are few hazardous conditions but where some mental pressure and stress may be encountered at times. Work requires minimal physical exertion.

Minimum Qualifications

• Education: Have graduated from an accredited high school or possession of a GED certificate.
• Experience: Have one year of experience as a Call Center Trainee or two years of experience as a Call Center Representative in a “Call Center” environment including the operation of a computer terminal for the purpose of data entry or work processing.
• Equivalency: Have an equivalent combination of education and experience.

Knowledge, Skills & Abilities

• Knowledge of the practices and procedures of computerized data entry.
• Skill in the operation of basic Window-type applications.
• Skill in dealing with the public effectively, tactfully and calmly.
• Skill in exercising tact, diplomacy and sound judgement in sensitive or stressful situations.
• Skill in recording data accurately within limited time periods.
• Ability to speak clearly and concisely in English.
• Ability to establish and maintain effective working relationships with the general public, City employees and shift work staff.
• Ability to operate computer terminals and keyboards.
• Ability to type or stroke with speed and accuracy.

Additional Information

• Background Check: Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint.
• Probation: All persons, including current City employees, selected for this position must complete a mandatory 1-year probation.
• Eligibility: Qualified candidates will be considered for vacancies as they arise, for a period of at least six months.

Selection Process

• Candidates must provide sufficient information on their application to show that they meet the minimum qualifications for this recruitment.
• Successful applicants will be placed on the employment certified eligible list for at least six months.

Examination Process

• Applicants must provide sufficient information on their application to show that they meet the minimum qualifications for this recruitment.
• The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position.