Call Center Agent I – BCIT

POSTING DATE: 09/15/2024

CLOSING DATE: 10/01/2024 AT 12:00 MIDNIGHT

SALARY RANGE: $39,846.00 – $46,872.00 ANNUALLY

EDUCATION ACCREDITATION: Applicant’s education must be obtained from an accredited institution. Education credentials obtained out of the US must be evaluated for US equivalency. Evaluation agencies information may be obtained at www.naces.org.

ELIGIBILITY: Qualified candidates will be considered for vacancies as they arise, for a period of at least six months. The decision of the Director of Human Resources with respect to acceptable minimum qualifications is final.

CRIMINAL BACKGROUND CHECK: Eligible candidates under final consideration for appointment to this position identified as positions of trust will be required to authorize the release of and successfully complete a Fingerprint check.

PROBATION: All persons, including current City employees, selected from this position will be on probation for 6 months.

CLASS DESCRIPTION

A Call Center Agent I receives and processes telephone calls from the general public requesting government services or information and non-emergency police calls and prepares police reports. The work of this class involves no supervisory duties or responsibilities.

Incumbents receive moderate supervision from a technical superior. Employees in this class work a rotating shift including weekends and legal holidays. Work is performed in an office where there are few hazardous conditions but where some mental pressure and stress may be encountered at times. Work requires minimal physical exertion. 

SELECTION PROCESS

All candidates indicating the minimum qualifications on their application will be placed on the eligible list without further examination. The license, training, and experience of each candidate will be evaluated for appropriateness and quantity. It is essential, therefore, that you give complete and accurate information on your application. Vagueness or omission may prevent you from being considered for the position. Qualified candidates will not be listed in rank order.

MINIMUM QUALIFICATION

On or before the date of filing the application, each candidate must:

EDUCATION: Graduated from an accredited high school or possession of a GED certificate

AND

EXPERIENCE: Have one year of experience as a Call Center Trainee OR two years of experience as a Call Center Representative in a “Call Center” environment Including the operation of a computer terminal for the purpose of data entry or work processing.

OR

NOTES (EQUIVALENCIES): Have an equivalent combination of education and experience.

KNOWLEDGES, SKILLS AND ABILITIES

• Knowledge of the practices and procedures of computerized data entry.
• Skill in the operation of basic Window-type applications.
• Skill in dealing with the public effectively, tactfully and calmly.
• Skill in exercising tact, diplomacy and sound judgement in sensitive or stressful situations.
• Skill in recording data accurately within limited time periods.
• Ability to speak clearly and concisely in English.
• Ability to establish and maintain effective working relationships with the general public, City employees and shift work staff.
• Ability to operate computer terminals and keyboards.
• Ability to type or stroke with speed and accuracy.

EXAMINATION PROCESS

Applicants must provide sufficient information on their application to show that they meet the qualifications for this recruitment. Successful applicants will be placed on the employment certified eligible list for at least six months.

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be required to complete supplemental questions to further examine specific Knowledge, Skills and Abilities of the position. Therefore, it is important that you provide complete and accurate information on your application.

NOTE: Those eligibles who are under consideration for appointment to positions in this class will be required to authorize the release of criminal conviction information and pass a fingerprint and background investigation by the Baltimore City Police Department.

If you have questions regarding this position, please contact Ayomide Arodoye, Recruitment and Talent Acquisition Specialist II via email at Ayomide.Arodoye@baltimorecity.gov

Financial Disclosure:

This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law. 

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER

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