Call Center Deputy Specialist
Harris County
Houston, TX
$41,600 a year
Description
Position Description
Position Summary
The Call Center Deputy Specialist delivers exceptional customer service by managing a high volume of incoming calls, addressing inquiries, and efficiently resolving customer issues. This role requires expertise in handling a variety of Tax Office-related calls, including Property Tax Services, Automobile Services, and Voter Registration inquiries, as well as routing callers to the appropriate division within the department when necessary for further assistance.
Duties & Responsibilities:
- Assist taxpayers with questions regarding Vehicle Registration, Property Taxes and Voter Registration.
- Offer the best customer service experience possible to every customer.
- Handle a large number of inbound calls in a timely manner with accurate responses.
- Identify customer’s needs, clarify information given, research every issue and provide solutions or alternatives.
- Print, fax, and/or email forms/correspondences to customers.
- Adhere to all department policies and procedures.
- Have a working knowledge of the services provided by this office
- Other duties as required and requested by the Call Center Division Management
Harris County is an Equal Opportunity Employer
https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx
If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net
This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.
This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.
Requirements
Education & Experience:
- High school diploma or GED equivalent from an accredited institution within the U.S.
- Minimum of six (6) months of previous work experience in a customer support or client service center handling a high volume of calls.
- Minimum typing speed of 30 wpm.
Knowledge, Skills & Abilities:
- Service Knowledge: Understanding of company offerings and troubleshooting. Must be able to learn and retain large amounts of automobile, title and registration, exempt, Mechanic Liens NMVTIS, and disabled information.
- Customer Service Skills: Proficiency in active listening, empathy, and conflict resolution. Personal Computer (PC) experience
- Microsoft Word, Excel, PowerPoint, Access and Outlook
- Software Proficiency: Familiarity with call management systems and CRM tools. Ability to take direction and supervision.
- Communication: Strong verbal and written skills for clear, professional interactions.
- Problem-Solving: Ability to resolve issues quickly and escalate when necessary.
- Time Management: Efficient multitasking and prioritization in a fast-paced environment, work extended hours and/or flex between early and late schedules as required and without prior notification. Excellent organizational skills and ability to pay attention to details.
- Company Policies: Knowledge of internal guidelines, compliance, and privacy laws.
- Technical Support: Basic troubleshooting for relevant products/services.
- Emotional Intelligence: Ability to manage difficult interactions with empathy and professionalism.
- Team Player: Must maintain a professional attitude and appearance while demonstrating strong communication skills across all levels of management. The ability to work independently without constant supervision and contribute effectively in a team-oriented environment is essential.
NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
Preferences
- Call Center experience handling inbound/outbound calls.
- Bilingual English/Spanish
General Information
Working Conditions, Mental and Physical Demands:
- Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
- Largely sedentary role with minor physical effort required, however, it may at times involve long periods of standing, walking, bending, reaching, stretching, climbing, lifting up to 10 lbs or similar activities (e.g., filing, delivering, sorting).
- A frequent volume of work and deadlines impose strain on a routine basis
- Regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination)
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
BENEFITS
Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.
The following list of benefits is offered only to employees in regular (full-time) positions:
- Medical Coverage
- Dental Coverage
- Vision Coverage
- Wellness Plan
- Life Insurance
- Long-term disability
- Employee Assistance Program
- Ten (10) days of vacation each year for the first five (5) years of service
- Accrual rates increase based on years of service
- Eleven (11) County-observed holidays and one (1) floating holiday
- Professional development opportunities
- Dependent Care Reimbursement Plan
- Healthcare Reimbursement Account
- 457 Deferred Compensation Plan
The following benefits are also available to regular (full-time) employment and may be available to part-time employees:
- Retirement Pension (TCDRS)
- Flexible schedule (varies by department)
- Transportation Assistance (Metro RideSponsor Program)
In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County benefits website:
https://benefitsathctx.com/