Call Center Representative

Salary: $33,874.00 - $69,342.00 Annually
Location : Upper Marlboro, MD
Job Type: Probationary FT
Remote Employment: Flexible/Hybrid
Job Number: 08862
Department: Office of Community Relations
Division: 311 Center Unit
Opening Date: 10/25/2024
Closing Date: 11/4/2024 11:59 PM Eastern
Nature and Variety of Work
Come join our team!
Prince George's County Government provides a dynamic and inclusive workplace where employees can thrive, learn, and grow across its 30 diverse agencies, all dedicated to serving the County's residents with essential resources and services. Nestled just minutes away from Washington, DC, Prince George's County combines urban vibrancy with serene surroundings, offering an ideal setting to live, work, and enjoy life.
We are Prince George's Proud!
The Prince George's County Government Department of Community Relations is seeking qualified applicants to fill Call Center Representative positions, grade A12, in the 311 Center Unit.
Bilingual applicants are encouraged to apply
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.
About the Agency The Office of Community Relations ensures that County residents connect with government resources, agencies and personnel. Our responsibility is to serve as a bridge between government and its people. We do so by using data driven analysis and input received from constituents. We are dedicated to a world class service delivery model and ensuring Prince George's County residents know that they can count on the Office of Community Relations to be highly visible, accessible and accountable.
Examples of Work

• 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.
• Performs tasks and duties assigned, which may not be specifically listed in the class specification or position description willingly and cooperatively; however, are within the general occupational category and responsibility level typically associated with the employee's class of work.

Qualifications

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

An equivalent combination of education, training, and experience will be accepted.
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.

EACH APPLICANT MUST INCLUDE INFORMATION WHICH CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION.
Additional Information
Job Location : 14741 Governor Oden Bowie Drive, Upper Marlboro, MD 20774
CONDITIONS OF EMPLOYMENT : Upon selection, a candidate must:

• Be able to work rotating shifts, including weekends and holidays.
• Meet all training and performance standards and demonstrate proficiency as required by the agency.
• Wear and use agency protective apparel and equipment in the performance of their assigned duties, if applicable.
• May be required to successfully pass preemployment checks which may include reference checks, background investigations, and drug screenings, where applicable.
• Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave.

ONLY ONLINE APPLICATIONS WILL BE ACCEPTED
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 provide and verify authorization to work in the United States without sponsorship.
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.
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 and Inclusion 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 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 required for this 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 in detail your customer service experience as well as list places of employment. All experience must be shown under the Work Experience section of the application. 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
Identify the language(s) in which you speak, read, write and effectively communicate in. Check all that apply.

• English
• Spanish
• Other

09
If you selected a response in question #8, please provide in detail the language and experience of communication/translations to include date(s) and reason for translation.
10
Are you willing and able to participate as an essential employee? Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave.

• Yes
• No

Required Question