Call Center Representative

Position Description

The Seattle Municipal Court’s (SMC) mission is to provide a forum for people to resolve alleged violations of the law in a respectful, independent, and impartial manner. The Court is dedicated to advancing social justice issues by supporting personal, structural, and systemic change in our community, and building a diverse workforce. The Court works collaboratively to realize the City’s vision of racial equity by participating in the City of Seattle’s Race and Social Justice Initiative (RSJI). Candidates with the ability to effectively work with multi-cultural communities, committed to being respectful and impartial when addressing customer issues are encouraged to apply.

SMC’s Public Services Call Center delivers exceptional customer service to the diverse populations we serve. Our fast- paced environment consists of a high-volume call center where Call Center Representatives field incoming questions, schedule hearings, and provide information regarding available options. This position reports to the Public Services Supervisor.

The Court may consider applicants from this recruitment process for full-time regular and temporary Call Center Representative openings.

Job Responsibilities

• Answer high-volume of inbound telephone calls and respond to customers’ issues or complaints in a courteous, efficient, and professional manner throughout the day.
• Deliver quality service to customers in an efficient manner when providing information regarding various court policies, procedures, and City ordinances that pertain to fines, payments, restitutions, and the status of the customer’s case.
• Function as team player by being reliable, respectful, and professional with co-workers and supervisors.
• Schedule court hearing dates using the in-house database system (CTRACK) and update the docket for accuracy and completeness.
• Analyze inquiries to determine appropriate action and ensure satisfactory completion by routing to other departments for required handling and follow-up as needed.
• Research customer questions or disputes regarding issues on payment amounts and sending releases to Department of Licensing for renewal of vehicle tabs or drivers’ license.
• Maintain bail bonds log, review contractual agreement of the bond, and utilize daily reports to determine customer compliance with deferrals.
• Monitor department voicemails, emails and chat.
• Receive, open, and determine proper distribution of mail; respond to correspondence using template letters. Retain a working knowledge of the Court’s established rules and procedures, and regulatory requirements.

Qualifications

Minimum Qualifications:

2+ years of clerical support experience, OR Combination of education, training and/or experience which provides evidence of the ability to perform work of the class.

The ideal candidate for this role will have:

• Strong interpersonal communication skills including active listening, patience, and impartiality while providing service to customers who may be experiencing difficult circumstances, require de-escalation, the use of an interpreter or advocate, or need referrals to other agencies.
• Cultural sensitivity skills when engaging clients from diverse backgrounds of all income levels. Leads with equity and inclusion in all aspects of your work.
• Is well organized and can adapt quickly to changing priorities.
• Ability to work independently as well as a strong team player that demonstrates reliability, engages in problem solving, and exhibits care and commitment to their work.
• An aptitude for learning new systems and is experienced in updating and navigating databases with accuracy.

You will be prepared to take on this role if you have the following experience, commitments, skills, and abilities:

Experience:

• Providing excellent customer service in a call center.
• Updating and navigating database systems and accurately entering data.
• Experience with Microsoft Outlook, SharePoint, Word, and Excel intermediate proficiency with the ability to type at least 35- 40 WPM.

A commitment to:

• Ending institutional and systemic racism.
• Public service and providing excellent service to internal/external customers. Building collaborative working relationships with co-workers.
• Exercising discretion and maintaining confidentiality.

Skilled in:

• Communicating both verbally and in writing with professionalism, diplomacy, and kindness. Adapting to changing needs/circumstances while remaining calm under stress and pressure.
• Toggling multiple call center programs.
• De-escalation techniques

Ability to:

Learn, apply, comprehend, and clearly communicate legal documents, court rules, procedures, and other regulations to customers.

Additional Information

Work Environment 

This position will primarily be onsite at the Seattle Justice enter at 600 5th Ave, Seattle. Hybrid work may be considered and will be based on operational needs.

Union Information:

This position is represented by Teamsters, Local 763 

Why Work at the City

The City of Seattle recognizes every City employee must play a role in ending institutional and structural racism. Our culture is the result of our behavior, our personal commitments, and the ways that we courageously share our perspectives and encourage others to do the same. To cultivate an antiracist culture, we seek employees who will engage in the Race and Social Justice Initiative by working to dismantle racist policies and procedures, unlearn the way things have always been done, and provide equitable processes and services. If you share these values and meet the qualifications for this position, we invite you to apply.

Benefits: 

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City’s website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans.

PAY

This position is part of the 5-Step Compensation program; Full salary range for this position is $34.32 (Step 1) – $39.87 (Step 5).

To ensure internal equity, the expected starting salary is, Step 1- $34.32 

Hiring Process 

• Completed NEOGOV online application and supplemental questions.
• A PDF of your resume.
• A PDF of a letter of interest describing how your skills and experience align with stated job responsibilities and qualifications.
• A job offer is contingent upon successfully passing the court’s background check. The background check includes a criminal history background review, fingerprinting, and reference checks.
• This is a full-time position, working 40-hours per week.
• For more information about the Seattle Municipal Court, visit www.seattle.gov/courts.

The City of Seattle offers a comprehensive benefits package including vacation, holiday and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.

More information about employee benefits is available on the City’s website at: 

“Most” Employees Plans – Human Resources seattle.gov

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