Call Center Representative

An employee in this class is assigned to a jurisdiction’s call center. Employees receive calls from the public, and relay the callers, or information obtained through the calls, to appropriate agencies and departments using Customer Relationship Management (CRM) technology. The incumbent must elicit information from callers, answer inquiries, handle complaints, and troubleshoot problems. Work is performed under the general supervision of an administrative or technical supervisor who reviews work by observation and oral reports. Does related work as required.

Graduation from a standard senior high school or possession of a high school equivalency diploma and two (2) years of experience involving public or client contact providing information or services.

The written test will cover
knowledge, skills and/or abilities in such areas as:
1. Understanding and interpreting written material; 2. Preparation of written material; 3. Maintenance of records, including tabular material; 4. Understanding and utilizing maps and coding material.

is not required for taking any examinations. However, some jurisdictions, such as schools, libraries, etc., give hiring preference to residents. Some towns also require employees to establish residency within the township. For employment in a Suffolk County Department, with only limited exceptions set forth in Suffolk County Law, residency within Suffolk County or Nassau County is required within five years of employment with the county. In any case in which residency preference is given, the appointee(s) must meet a specific residency standard as defined in the Civil Service Rules. 16. Saturday
Sabbath Observers and handicapped persons:
If special arrangements for testing are required, indicate this on your