Call Center Representative

## Description

**JOB DESCRIPTION**

**POSITION TITLE:** Call Center Representative

**DEPARTMENT:** Energy

**FLSA STATUS:** Non-exempt

**PAY GRADE:**3

**REPORTS TO:** Call Center Supervisor

**GENERAL DESCRIPTION OF DUTIES**

The purpose of this position is to support the Agency’s needs by providing responsibility for answering phones in response to customer inquiries, processing fuel authorizations, scheduling appointments.

**SPECIFIC DUTIES AND RESPONSIBILITIES**

**ESSENTIAL JOB FUNCTIONS**

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Answer phones and respond to customer requests in a timely manner.
• Provide customers with service information.
• Refer customers to appropriate program or departmental staff.
• Place customer fuel orders into system.
• Complete call logs and reports.
• Setting appointments with customers for intake.
• Assist with on-the-job training for new Call Center Representatives.

# ADDITIONAL JOB FUNCTIONS

• Make copies, fax and file documentation.
• Create reports on Excel.
• Performs all other duties as assigned.

**MINIMUM TRAINING AND EXPERIENCE**

Education: Must have a high school diploma or GED.

Minimum Years of Experience: One to two (1-2) years office experience.

Demonstrated Skills: Must be able to multitask, be well organized, have a pleasant telephone demeanor, be proficient on office equipment, Microsoft Word and Excel, and have data entry skills. Must be able to type at least 45-50 wpm. Must be flexible with hours of operation.

**ADA COMPLIANCE**

**Physical Ability**: Tasks involve sedentary to light work, involving some reaching, handling, fingering and/or feeling of objects and materials.

**Sensory Requirements**: Some tasks require visual perception and discrimination. Some tasks require oral communications ability.

**Environmental Factors**: Tasks are regularly performed without exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, animals/wildlife, toxic/poisonous agents, violence, disease, or pathogenic substances.

## Qualifications

**MINIMUM TRAINING AND EXPERIENCE**

Education: Must have a high school diploma or GED.

Minimum Years of Experience: One to two (1-2) years office experience.

Demonstrated Skills: Must be able to multitask, be well organized, have a pleasant telephone demeanor, be proficient on office equipment, Microsoft Word and Excel, and have data entry skills. Must be able to type at least 45-50 wpm. Must be flexible with hours of operation.

**ADA COMPLIANCE**

**Physical Ability**: Tasks involve sedentary to light work, involving some reaching, handling, fingering and/or feeling of objects and materials.

**Sensory Requirements**: Some tasks require visual perception and discrimination. Some tasks require oral communications ability.

**Environmental Factors**: Tasks are regularly performed without exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, animals/wildlife, toxic/poisonous agents, violence, disease, or pathogenic substances.