Call Center Operator

We are hiring a Call Center Operator for one of our clients in Maricopa County AZ.

Job Description:

The Community Resource Specialist plays a critical role in how County is perceived by the community. You are Countys 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 criticalthinking problemsolving investigation research and kindness are the tenets of our work on the CARES Team.

Skills:

• Computer literate
• Reading and writing competency
• Customer service experience
• Clarity in communicating
• Attention to detail
• Bilingual (Spanish/English)

Preferred Critical traits and capabilities:

• Willingness to learn and the ability to understand guidance and to embrace the research process required to respond to community inquiries
• Empathy and exceptional listening skills with a great attitude that makes every caller feel like they are being heard
• Ability to handle pressure well
• Ability to stay calm and be emotionally stable to respond with patience and tact to a difficult caller or a stressful situation
• Excellent 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 interaction
• Enhanced people skills
• Trustworthy and willing to go above and beyond to ensure a completely and accurately informed community member
• Readily able and willing to collaborate with a team
• Professionalism in both communication and in basic expectations such as ontime arrival and reliability
• Awareness of call topics to appropriately identify calls that warrant transfer to Epidemiology
• A focus on Inform Educate Empower
• following 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 time
• Attention to detail in reporting and tracking each call in the Alchemer survey system
• Ensuring each call is captured fully for use in data capture that supports MCDPH awareness and decision making

Additional Responsibilities:

• Support CARES Team Outbound Call Projects as needed and when available due to low call volume.
• Projects will include childhood immunizations longterm care facility support outreach for Strike Team events shelter support and others depending on the needs of other MCDPH organizations
• Manage TTY phone inbound calls
• Have knowledge of the TTY phone operation

You have:

• Passion you are genuinely excited about working with the community and driven to excellence
• A strong work ethic you thrive with challenges and love to learn; you take pride in your work and give each task your full effort
• Integrity the ability to work with Countyapproved guidance ability to creatively find solutions to accurately problemsolve and to responsibly represent MCDPH in all interactions
• Resiliency the ability to recover from mistakes. You are motivated and engaged happy to seek counsel and happy to be corrected for consistent improvement
• Selfawareness you understand your strengths and also your limitations you are emotionally intelligent.

Skills required:

• Superior customer service skills Proficient in MS Office
• Ability 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.

Qualifications:

• Must be a graduate of an approved school for practical or vocational nursing.
• Must be currently licensed by the State Board of Nursing or pending licensed practical nurse licensure.
• Must maintain current BLS/CPR certification if employed at a skilled nursing center or as required by the state of practice if an assisted living facility.

Skills Preferred:

• Public health/medical experience.

Experience Required:

• Three years of customer service experience

Experience Preferred:

• One year of public health or medical experience

Education Required:

• Associate degree

Education Preferred:

• Undergraduate degree

Work hours:

• 7:45am to 4:45pm or 8:00am to 5:00pm with a onehour

Additional Information:

• Secondary language (Spanish) fluency is highly desired.

About Us:

We are specialized in recruiting and deliver the best professional talent of industry and we are committed to deliver best experience for our clients and job seekers. With over two decades of experience in the recruitment industry we proudly help you to find the next job that matches your professional skills. Our team understands your needs or requirement before starting the recruitment that enables to find the high quality of talent with high success rate of talent delivery keeps us continue to be the best in the industry. By responding to this job posting you are consenting to receive text/SMS messages from us. Thank you.