Part Time Call Center Specialist (PT-20)

The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.

Receives and responds to inquiries about County programs and services in a professional, courteous manner, according to established quality standards which includes but not limited to answering questions, creating service requests, filing complaints; completing intake; and scheduling inspections, for multiple County agencies.

Responds to customer requests and inquiries verbally, in writing, via live chat/email and/or SMS.

Enters data into various systems used by the Call Center; uses various systems to find information for callers.

Completes required trainings; assists in training new employees and emergency hotline volunteers.

Participates in quality assurance activities, such as call monitoring, with Supervisors and the Call Center Manager.

In activations of the County's Emergency Operations Center, serves as an integral part of the Emergency Support Function (ESF) 14-Public Information response team, acting as a Lead Worker to answer questions from volunteer call takers.

Special projects, as assigned.

Perform related work as assigned.

• Manages Complexity:
  Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Gathers basic information to understand a problem and find a solution. Seeks to understand and apply systematic problem-solving methods; distinguishes symptoms from underlying problems.
• Decision Quality:
  Makes good and timely decisions that keep the organization moving forward. Knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.
• Action Oriented:
  Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.
• Plans and Aligns:
  Plans and prioritizes work to meet commitments aligned with organizational goals. Gains a clear understanding of the main tasks needed to complete work in the right sequence. Identifies the support and resources needed to carry out plans; delivers on time at an acceptable quality level.
• Optimizes Work Processes:
  Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Pursues, explores, and develops ways to ensure own work is as effective as possible within all relevant processes. Shares an analysis of process problems with stakeholders; discusses how to resolve the issue.
• Ensures Accountability:
  Holds self and others accountable to meet commitments. Accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.
• Communicates Effectively:
  Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.
• Demonstrates Self-Awareness:
  Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. Seeks and responds to constructive feedback in a positive and professional way. Seeks to understand own impact on others; acknowledges mistakes and finds ways to avoid repeating them.

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

Performs sedentary work that involves the specialist remaining at their workstation and be available to take calls or respond to live chat/email, except during scheduled meetings, training and/or rest periods; and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

None.

All Broward County employees strive to demonstrate the County's four core behavioral competencies.

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Customer focus: Building strong customer relationships and delivering customer-centric solutions.
• Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Values differences: Recognizing the value that different perspectives and cultures bring to an organization.

Copyright 2025 Korn Ferry. ALL RIGHTS RESERVED

Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request.

Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.

All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies.

All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.