Call Center Representative 3 at Prince George's County Government, MD
Prince George's County Government, MD · Upper Marlboro, United States Of America · Onsite
- Senior
- Office in Upper Marlboro
About the Department
Prince George’s County Government provides a dynamic and inclusive workplace where employees can thrive, learn, and grow across its 30 diverse agencies, all dedicated to serving the County's residents with essential resources and services. Nestled just minutes away from Washington, DC, Prince George's County combines urban vibrancy with serene surroundings, offering an ideal setting to live, work, and enjoy life.
Bilingual applicants are encouraged to apply
About the Position
This is senior level customer service work providing assistance by telephone to residents, members of civic and community groups, and others concerning available services and programs provided by public and private agencies. The work involves receiving and processing non-emergency telephone calls directed to the Prince George's County, Maryland 311 Call Center. Work also involves collecting and disseminating referral and resource information. Contacts are with County Government employees, the general public, and with employees of public and private service agencies for the purpose of gathering resource information, identifying and resolving problems and/or making appropriate referrals. Public service provided requires the employee to respond on demand and involves detailed questioning of the caller to determine the nature of assistance required.
About the Agency
The Office of Community Relations ensures that County residents connect with government resources, agencies and personnel. Our responsibility is to serve as a bridge between government and its people. We do so by using data driven analysis and input received from constituents. We are dedicated to a world class service delivery model and ensuring Prince George’s County residents know that they can count on the Office of Community Relations to be highly visible, accessible and accountable.
Position Duties
Provides callers with information about and referral to public and private service agencies normally limited to Prince George's County and the immediate vicinity. Answers questions and provides suggestions to customers as to how best the clients' problems can be resolved or questions answered. Responds to the complex inquiries referred from the Office of the County Executive. Develops and updates accurate resource information of public and private agencies, their mode of operation and the services they provide. Collects, develops, verifies, and classifies available information to produce resource publications. Provides callers with information about and referral to public and private service agencies normally limited to Prince George's County and the immediate vicinity. Answers questions and provides suggestions to customers as to how best the clients' problems can be resolved or questions answered. Responds to the complex inquiries referred from the Office of the County Executive. Develops and updates accurate resource information of public and private agencies, their mode of operation and the services they provide. Collects, develops, verifies, and classifies available information to produce resource publications.
Minimum Qualifications
- High school diploma or G.E.D. Certificate or G.E.D. equivalency
- Two (2) years of experience in a customer service call center environment
- One (1) year of which must have been with the Prince County Government
- Prior work experience in a call center environment.
- The ability to speak, read, write, and communicate effectively in Spanish and English.
- Thorough knowledge of the services provided by Prince George's County Government and the local public and private human service agencies.
- Knowledge of and the ability to operate a multi-button telephone, personal computer, photocopier, devices for the hearing impaired, and other office automation equipment appropriate to the requirements of the position.
- Ability to work effectively under minimal supervision.
- Ability to communicate effectively to provide direct customer service assistance to residents with varying backgrounds and problems.
- Ability to collect and organize information materials.
- Ability to understand and evaluate the seriousness of the issue which has caused a resident to inquire about available services.
- Ability to deal tactfully, effectively and equitably with people.
EACH APPLICANT MUST INCLUDE INFORMATION WHICH CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION.
Other Qualifications
Job Location: 14741 Governor Oden Bowie Drive, Upper Marlboro, MD 20774
Conditions of Employment: Upon selection, the candidate must:
- Be able to work rotating shifts, including weekends and holidays.
- Meet all training and performance standards and demonstrate proficiency as required by the agency.
- Wear and use agency protective apparel and equipment in the performance of their assigned duties, if applicable.
- Successfully pass preemployment checks which may include reference checks, background investigations, and drug screenings, where applicable.
- Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave.
