Alpha Rae

  • Part Time Call Center (2018-3009)

    Job Locations US-IN-Fort Wayne
    Posted Date 5 months ago(8/29/2018 4:34 PM)
    ID
    2018-3009
    # of Openings
    4
    Category
    Customer Service/Support
    Length of Assignment
    Long Term
    Working Hours
    M-F 8am-1pm or 10am-3pm or 12pm-5pm
    Pay Rate
    $12.00/hr
    Area of City
    46802
  • Overview

    M-F 8am-1pm or 10am-3pm or 12pm-5pm (may be additional hours available depending on call volume)

    Responsibilities

     

    • Receives and processes all non-emergency calls services and information;
    • Provides project management support and general support with assigned projects; also provides performance support as necessary for special assigned projects;
    • Establishes relationships with key stakeholders from departments and divisions by communicating any outstanding issues/opportunities/key findings of the Department and potential partnering with departments;
    • Performs customer service functions by telephone, Internet, e-mail, fax, mail and social media and determines nature/urgency of the issue; categorizes and codes complaints for data entry purposes and to monitor resolution;
    • Works with a variety of software systems and social media tools, and updates systems with new information as received (i.e. Cubis etc.)
    • Reviews customer contact issues, gathers new content and develops new processes, while working with management on implementation and continued improvement of existing services;
    • Performs keyboarding and data entry functions by keying data into computer system; enters, retrieves, reviews or modifies data in computer database; verifies accuracy of entered data and makes corrections (keyboarding test will be administered);
    • Provides information and assistance related to services/activities, procedures, documentation, or other issues; responds to questions, complaints, or requests for service; analyzes data to determine proper response to inquiries;
    • Researches requests, problems, and complaints and initiates appropriate action; generates work orders to resolve service issues; locates and contacts appropriate personnel in agencies/departments for information or assistance with problem resolution; refers problems to other departments/individuals as appropriate;
    • Monitors calls regularly to ensure proper consideration is given all in a customer-friendly manner and to ensure correct information is communicated at all times;
    • Monitors status of complaints and requests to ensure proper resolution;
    • Assists with communication strategies including marketing ; speaking at a variety of public venues as requested;
    • Assists with keeping the department website current;
    • Assists Director with administrative reporting duties as needed;
    • Assists with hands on training for new hires;
    • Attends and assists with continual employee training programs as required;
    • Fills in for coverage of receptionist area as needed;
    • Works overtime as required;
    • Communicates effectively with supervisor, employees, other departments, officials, customers, the general public, outside agencies, and other individuals, as needed, to coordinate work activities,
    • Reviews status of work, exchange information, resolve problems and communicate vision.
    • Other duties may be assigned.

    Qualifications

     

    • Associates Degree (AA) or equivalent from a college, technical/trade school (preferred), or equivalent combination of education and/or experience in a call center
    • Considerable experience in customer service, research, analysis and reporting of best business practices and project management.

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