Sr. Call Center Representative

Essential Duties And Responsibilities

• Respond to and log into a daily journal all telephone inquiries and requests
• Process miscellaneous changes in the SurePower Innovation system
• Remotely access (VNC) county staff’s system sessions and advise/instruct in system navigation, processing requirements and procedures
• Process daily system tasks
• Report Innovation System processing errors and other technical issues to Management and Information Systems Department
• Task changes and reminders to County Staff and Underwriting Department as needed

Competencies

• Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments
• Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information
• Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment
• Ethics - Treats people with respect; Works with integrity and ethically; Upholds organizational values
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions
• Quality - Demonstrates accuracy and thoroughness
• Quantity - Meets or exceeds productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly
• Adaptability - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality - Is consistently at work and on time
• Dependability - Follows instructions, responds to management direction

Qualifications

• High school diploma or general education degree (GED) required
• Minimum of one year call center operator experience preferred
• Knowledge of computers and computer systems
• Knowledge of the SurePower 2000 System helpful