Call Center Representative (Call Center) – Labor Grade 109 / Pay Range: $19.10 - $26.92

SUMMARY

The Call Center Representative works under director supervision but must make independent decisions in their area of responsibility based on department rules and procedures. They are responsible for providing clerical and administrative support to the department’s services and all program administration. They will receive and process all non-emergency calls for service; including government services, parish services and calls from residents, businesses and visitors inquiring about services, report problems or check on the status of issues.

MAJOR DUTIES

· Answers the parish call center line and provides services

· Provides callers with employee telephone numbers and transfers them to other extensions for assistance when necessary

· Answers questions callers have regarding parish services, provides directions to parish facilities, hours of operation, etc.

· Deals directly with the public over the phone in giving out general information, answers questions and gathers facts and pertinent information regarding various parish services, problems and complaints

· Provides general information and telephone numbers for various Parish, State and Federal offices and other agencies

· Answers employee questions about internal functions and procedures and provides solutions to problems. May refer more complex questions to appropriate staff.

· Relays calls of an emergency nature to 9-1-1 emergency communication personnel

· Enters information obtained from callers onto a computerized intake form and electronically forwards requests to appropriate parish departments for response and resolution

· Provides information regarding parish programs and services, special events, and other parish sponsored events

· Monitors office supply inventory and initiates requisitions

· Determines priority of calls based on the nature of the event and which agency should respond to the call

· Any other duties as assigned

MINIMUM EDUCATION AND EXPERIENCE QUALIFICATION REQUIREMENTS

Education and Experience: High school diploma or GED equivalent and (1) year directly related customer service experience is required

LICENSES AND CERTIFICATION REQUIREMENTS – CONDITIONS OF EMPLOYMENT

· The incumbent is subject to pre-employment physical and drug screens with random drug testing thereafter.

· This position is designated as an Emergency Essential Tier I position and as such is subject to mandatory recall to the traditional or emergency worksite. Failure to do so may result in disciplinary actions up to and include termination of employment.

ASCENSION PARISH GOVERNMENT EMPLOYEE BENEFITS PROGRAM

Health Insurance Benefits eligibility after 60 days of employment (optional supplemental with AFLAC)
Group Medical, Dental, Vision & Life Insurance for employees and families
75% of Benefits Package is paid for by Ascension Parish Government
$125 monthly APG contribution to Health Savings Account for every enrolled employee
Parochial Employee Retirement System 457B Plan (optional supplemental retirement plan with Nationwide)

CONDITIONS OF EMPLOYMENT

Background Investigation
Drug and Alcohol Screen
Pre-Employment Physical

Job Type: Full-time

Pay: $19.10 - $26.92 per hour

Benefits:

Dental insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance

Work Location: In person

Parish of Ascension

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Call Center Representative