Call Center Representative
St. James Parish Government is hiring for a Call Center Representative position in the Operations Department.
JOB FUNCTION: Responsible for answering calls from the
public, developing work orders as a result of public requests for services, and
disseminating work orders and calls to the appropriate departments
ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities of this job.
ANSWERING PUBLIC TELEPHONE REQUESTS FOR SERVICES
o Answers and transfers calls using work order software:
o Can answer, park, place on hold, and transfer calls to all parish government departments.
RUN REPORTS USING SOFTWARE
o Capable of running reports related to inbound and out bound telephone calls within software.
o Capable of filtering data and transmitting requested reports to the managing director of the CSC.
WORK ORDER DEVELOPMENT
o Can login to the database and simultaneously key in mandatory data into the work order system while requesting data from a caller.
o Issues the caller a work order number prior to closing the call and explains the procedure for tracking the work order on the CSC public portal.
o Accurately transmit the work order to the appropriate department, division, and employee.
MASS NOTIFICATION PROCEDURES
o Must be familiar with Everbridge mass notification software.
o Capable of registering a resident, using the Everbridge portal, to receive mass notification information.
o Must be capable of activating Everbridge software to transmit an emergency message to the public.
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential job satisfactorily. The requirements listed below are representative of knowledge, skills and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE: High school diploma or general education diploma (GED) with 2 years of clerical experience.
CERTIFICATES, LICENSES, or REGISTRATIONS: Must possess a valid Louisiana Driver’s License, (class “Eâ€) and have an acceptable driving record. In addition to completing the NIMS/ICS professional development series of courses.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, sit, reach with hands and arms, and talk or hear.
The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those that an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee normally works indoors within an office environment.
St. James Parish is committed to providing equal employment opportunities. The parish will not discriminate against employees or applicants for employment on any legally recognized basis including, but not limited to veteran status, race, color, religion, sex, marital status, national origin, physical or mental disability, agree or political affiliations.