Job Description

Job Title: Call Center Operator

Contract Duration: 9 months

Job Location: Phoenix, AZ 85012

Job Description:

• The Community Resource Specialist plays a critical role in how Maricopa County is perceived by the community.
• You are Maricopa County's "front line” of all calls, questions, complaints, and compliments.
• With diverse incoming calls and varied outbound connections, you represent every Public Health and County entity.
• You have an amazing sense of professionalism and are willing to take on that level of responsibility to all constituents.
• You understand and embrace the concept of public service and are willing to make community satisfaction your primary priority with every interaction.
• Our work is guided but not scripted; transparency and open communication with the team, critical-thinking, problem-solving, investigation, research, and kindness are the tenets of our work on the CARES Team.

Skills:

• Computer literate
• Reading and writing competency
• Customer service experience
• Clarity in communicating
• Attention to detail
• Bilingual (Spanish/English) preferred

Critical traits and capabilities:

• Willingness to learn and the ability to understand guidance and to embrace the research process required to respond to community inquiries
• Empathy and exceptional listening skills, with a great attitude that makes every caller feel like they are being heard
• Ability to handle pressure well
• Ability to stay calm and be emotionally stable, to respond with patience and tact to a difficult caller or a stressful situation
• Excellent verbal communication skills; the ability to not just know the right questions to ask, but when to ask them and how to phrase them in the course of your customer interaction
• Enhanced people skills
• Trustworthy and willing to go above and beyond to ensure a completely and accurately informed community member
• Readily able and willing to collaborate with a team
• Professionalism in both communication and in basic expectations such as on-time arrival and reliability
• Awareness of call topics to appropriately identify calls that warrant transfer to Epidemiology
• A focus on "Inform, Educate, Empower”
• following up every applicable guidance call with an email that contains links to the information shared during the call, so that callers have the ability to access current information, and changes to that information that may occur over time
• Attention to detail in reporting and tracking each call in the Alchemer survey system
• ensuring each call is captured fully for use in data capture that supports MCDPH awareness and decision making

Additional Responsibilities:

• Support CARES Team Outbound Call Projects as needed and when available due to low call volume.
• Projects will include childhood immunizations, long-term care facility support, outreach for Strike Team events, shelter support and others, depending on the needs of other MCDPH organizations
• Manage TTY phone inbound calls
• have knowledge of the TTY phone operation

You have:

• Passion - you are genuinely excited about working with the community and driven to excellence
• A strong work ethic you thrive with challenges and love to learn; you take pride in your work and give each task your full effort
• Integrity the ability to work with County-approved guidance, ability to creatively find solutions, to accurately problem-solve, and to responsibly represent MCDPH in all interactions
• Resiliency the ability to recover from mistakes.
• You are motivated and engaged, happy to seek counsel and happy to be corrected for consistent improvement
• Self-awareness you understand your strengths and also your limitations, you are emotionally intelligent

Skills Required:

• Superior customer service skills
• Proficient in MS Office
• Ability to communicate and record information accurately.
• Ability to ask questions to determine specific needs.
• Ability to deal with people patiently.
• Ability to proofread and correct errors.
• Receive and place telephone calls, fill out and verify information on forms or records, as well as proofread to verify that forms are completed properly.
• Handle more difficult issues.
• First level problem resolution.

Skills Preferred:

• Public health/medical experience.

Experience Required:

• Three years of customer service experience

Experience Preferred:

• One year of public health or medical experience

Education Required:

• Associate degree

Education Preferred:

• Undergraduate degree

Additional Information:

• Secondary language (Spanish) fluency is highly desired.
• Work hours are: 7:45am to 4:45pm or 8:00am to 5:00pm with a one-hour lunch.

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