Call Center Representative

Salary: $31,929.00 - $61,016.00 Annually
Location : Upper Marlboro, MD
Job Type: Probationary FT
Job Number: 08041
Department: Office of Community Relations
Division: 311 Center Unit
Opening Date: 02/20/2024
Closing Date: 3/5/2024 11:59 PM Eastern
Nature and Variety of Work
Come join our team!
Located minutes from downtown Washington, DC Prince George's is the perfect vibrant community to live, work, and play!
We are Prince George's Proud!
Located in the heart of the Baltimore/Washington, DC Metro corridor, Prince George's County in Maryland borders Washington, D.C. and is just 37 miles south of the city of Baltimore. Encompassing almost 500 square miles, with over 900,000 residents Prince George's County has an urban atmosphere that provides a scenic and peaceful place to live, work, and play.
The Prince George's County Government Department of Community Relations is seeking qualified applicants to fill theCall Center Representative (Call Center Representative 1A) position, grade A12, within its311 Center Unit Division
About the Position:
This is entry level and developmental work intended to equip an employee with the knowledge, skills, and abilities necessary to aid the general public by receiving and processing non?emergency telephone calls directed to the Prince George's County, Maryland 311 Call Center. Work involves training in collecting and disseminating referral and resource information. Contacts generally are with shift supervisory staff and other employees within Call Center. Public service provided requires the employee to respond on demand and involves detailed questioning of the caller to determine the nature of assistance required. This work is designated "essential", and employees must be willing to participate as a critical/essential employee in an emergency, and special activities, as assigned.
Examples of Work
What You'll Do:

• Receives incoming telephone calls from customers to identify problems, research various written information and referral materials/documents to provide necessary information and/or to make appropriate referrals and follows up with customers when necessary.
• Provides customers with information about referrals to public and private service agencies normally limited to Prince George's County and the immediate vicinity.
• Receives telephone calls from customers seeking information about public and private service agencies, Prince George's County.
• Demonstrates knowledge and ability to operate various technical systems and equipment (i.e., ACD phone system, SR System, Microsoft Outlook, Word).
• Responds to customers who contact the 311 Call Center requesting service or assistance via telephone, web?based portal, face?to?face, or written correspondence. Obtains appropriate and pertinent information from callers and enters necessary information into the Service Request (SR) system.
• Willingly and cooperatively performs tasks and duties assigned, which may not be specifically listed in the class specification or position description; however, are within the general occupational category and responsibility level typically associated with the employee's class of work.

Qualifications
What You'll Need:

• High school diploma or G.E.D. Certificate or G.E.D. equivalency and six (6) months experience in a customer service environment.

Preferred Qualifications:

• Prior work experience in a Call Center environment, as well as, previous experience and knowledge performing dispatcher responsibilities.
• The ability to speak, read, write, and communicate effectively in Spanish and English is also preferred.

Additional Information
CONDITIONS OF EMPLOYMENT:
Upon selection, the candidate must be able to work rotating shifts, including weekends and holidays.
DURATION OF ELIGIBILITY: Candidates will be selected from a temporary register of eligible candidates, which will become effective approximately four (4) weeks after the closing date. Once a selection has been made, the register will expire.
ELIGIBILITY TO WORK: Under the Immigration Reform and Control Act of 1986, an employer is required to hire only U.S. citizens and lawfully authorized alien workers. Applicants who are selected for employment will be required to show and verify authorization to work in the United States.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S., only after an offer has been accepted and the Form I-9 is completed. For information on E-Verify, or if you believe the County has violated its E-Verify responsibilities, please contact the Department of Homeland Security (DHS) at 888-897-7781 or visit their website at dhs.gov/e-verify.
ONLY ONLINE APPLICATIONS WILL BE ACCEPTED.
Internal Applicants: If you are a current Prince George's County Government employee and seeking a promotion, in accordance with Section 16-200 of the Personnel Law, you have the right to appeal a rejection rating within five (5) working days of receiving a rejection notice. Union employees should refer to their respective collective bargaining agreement and/or union representative for their grievance procedure.
Prince George's County Government is an Equal Opportunity/Affirmative Action Employer Committed to Diversity in the Workplace
General Plan Information:
The Prince George's County benefits plan year is from January 1 to December 31.
A spouse (to include a same sex spouse) can be added to the health benefit plans. A marriage certificate and social security number is required to add a spouse.
Children under the age of 26 are eligible for coverage under the health benefit plans. This includes stepchildren and children of the same-sex spouse. A birth certificate(s) and social security number(s) is required to add a child(ren). If you are only adding the stepchildren or child(ren) of a same-sex spouse, you will need to submit a marriage certificate. You will also need to submit the birth certificate of the child(ren) and your spouse must be listed as a parent.
The premiums for health benefits are deducted on a pre-tax basis with the exception of Long-Term Disability, Extra Life Insurance and Voluntary Benefits (Short-Term Disability, Whole Life Insurance, Critical Illness, Accident Insurance, Cancer Indemnity, Hospital Indemnity Protection, Accident Indemnity Plan, Supplemental Dental and Group Legal Services).
New employees must enroll in the County's health benefit plans within thirty (30) days of the hire date.
The effective date of the health benefits coverage is the beginning of the month following a waiting period of forty-five (45) days from the date of hire.
After enrolling in the County's benefit plans, employees may only make changes to the plans either during the open enrollment period, which occurs annually (usually each October), and/or during the year, due to a family status change (i.e., marriage, births, divorce and adoption).
Employee Benefits
Prince George's County is proud to offer employees an attractive and comprehensive benefits program, including the following:

• Medical/Prescription/Dental/Vision Insurance Coverage (part time employees are eligible for medical insurance if they work 15 + hours, per week)
• Group Term Life Insurance
• Long & Short-Term Disability
• Flexible Spending Accounts
  • Dependent Care Assistance Program
  • Health Care Flexible Spending Account

Paid Leave (Annual, Personal, & Sick)

13 Paid Holidays

Retirement Benefits

• Defined Benefit Pension Plan
  • Employer Contribution Rate-11.71%
• Supplemental Pension Plan
  • Employee Contribution Rate (Pre-Tax)-3.48%
• 457(b)
• 403(b)

Employee Discounts

Employee Assistance Program

Voluntary Benefits

• Critical Illness
• Whole Life Insurance
• Accident Insurance
• Legal Services

For additional details, please visit:
01
I acknowledge and understand that the responses to the supplemental questions must reflect the information provided under the "Work Experience" section of the application. My responses will be used to determine whether or not I possess the minimum qualifications for the position.

• Yes
• No

02
What is your highest level of completed education?

• High School Diploma/G.E.D.
• Some College
• Associate Degree
• Bachelor's Degree
• Master's Degree
• PhD/Doctorate
• Other

03
If you selected "Other" for question #2, please put your highest level of education completed. Otherwise, please put N/A.
04
Do you have at least six (6) months of experience in a customer service environment?

• Yes
• No

05
Please explain your customer service experience as well as list places of employment. Answers such as "See Resume" will not be accepted. Otherwise, please put N/A.
06
Do you have prior knowledge and experience working with dispatcher responsibilities?

• Yes
• No

07
Please explain your knowledge and experience as it relates to dispatcher responsibilities. Answers such as "See Resume" will not be accepted. Otherwise, please put N/A.
08
Are you willing to participate as an "Essential" employee who is expected to report or remain at work when other county employees are granted administrative Leave?Yes

• Yes
• No

Required Question