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 literateReading and writing competencyCustomer service experienceClarity in communicatingAttention to detailBilingual (Spanish / English) preferredCritical traits and capabilities :
Willingness to learn and the ability to understand guidance and to embrace the research process required to respond to community inquiriesEmpathy and exceptional listening skills, with a great attitude that makes every caller feel like they are being heardAbility to handle pressure wellAbility to stay calm and be emotionally stable, to respond with patience and tact to a difficult caller or a stressful situationExcellent 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 interactionEnhanced people skillsTrustworthy and willing to go above and beyond to ensure a completely and accurately informed community memberReadily able and willing to collaborate with a teamProfessionalism in both communication and in basic expectations such as on-time arrival and reliabilityAwareness of call topics to appropriately identify calls that warrant transfer to EpidemiologyA focus on "Inform, Educate, Empowerfollowing 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 timeAttention to detail in reporting and tracking each call in the Alchemer survey systemensuring each call is captured fully for use in data capture that supports MCDPH awareness and decision makingAdditional 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 organizationsManage TTY phone inbound callshave knowledge of the TTY phone operationYou have :
Passion - you are genuinely excited about working with the community and driven to excellenceA strong work ethic you thrive with challenges and love to learn; you take pride in your work and give each task your full effortIntegrity the ability to work with County-approved guidance, ability to creatively find solutions, to accurately problem-solve, and to responsibly represent MCDPH in all interactionsResiliency the ability to recover from mistakes.You are motivated and engaged, happy to seek counsel and happy to be corrected for consistent improvementSelf-awareness you understand your strengths and also your limitations, you are emotionally intelligentSkills Required :
Superior customer service skillsProficient in MS OfficeAbility 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 experienceExperience Preferred :
One year of public health or medical experienceEducation Required :
Associate degreeEducation Preferred :
Undergraduate degreeAdditional 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.