Wayne County
Job Description
Purpose/Description
Call Center Specialist 1 perform highly difficult and responsible clerical, public contact and administrative functions at various departments throughout Wayne County. They are the point of contact for various issues and services. The Call Center Specialist 1 answers telephones and gives information to callers, takes messages, or transfers calls to appropriate individuals regarding the variety of services provided by the department(s).
Responsibilities
Required Tasks Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals. Perform complex and difficult clerical tasks. Represent the division in contacts with employees, governmental agencies and other personnel regarding departmental activities. Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs. Follow up with customers. Complete forms in accordance with departmental procedures. Schedule and confirm appointments for clients, customers, or supervisors. Resolve customer concerns. Assist callers with identifying the appropriate documentation and form of payment. Operate electronic mail systems and coordinate the flow of information, internally or with other organizations. Provide services to customers, such as order placement or account information. Conduct searches to find needed information, using such sources as the Internet. Resolve taxpayer concerns. Assist taxpayer with identifying the appropriate program or payment plan Input service requests (SR) into Cityworks asset management system Perform related duties as assigned. Qualifications
QUALIFICATIONS
Education/Experience Requirements
High school diploma or equivalent;
AND Four (4) years of full-time paid administrative and/or customer service experience
TYPES OF ASSESSMENTS
A Written Assessment (100%) will be administered covering knowledge of basic math skills, general office practices, general clerical practices and procedures and related knowledge.
Candidates must pass all tests in order to be placed on the eligibility list.
In the event that the number of eligible applicants is equal to or less than the number required for certification, the Department of Personnel/Human Resources may substitute for the above tests an evaluation of experience and training or other such tests as the Department may deem desirable to determine the competence of the applicants for appointment.
PURPOSE
The purpose of this examination is to establish an eligibility list from which to fill present and future vacancies. The eligibility list will remain in effect for one (1) year.
This is a continuous examination and ranking on the eligible list will be subject to change as names are added to and removed from the list.
GENERAL INFORMATION
How to Apply : The application may be used both for determining admission to the examination and for rating experience and training. Applicants will be notified by mail of the time and place of the examination. Section 5 (b) of Rule 6 of the Rules of the Department of Personnel/Human Resources provides that persons denied permission to compete in an examination may make a written appeal to the Wayne County Civil Service Commission for a final decision within twenty (20) days following the mailing of such notification, stating the basis on which it is felt that their application should be accepted.
Appeal of Rejection:
Persons denied permission to compete in an examination may make a written appeal to the Wayne County Civil Service Commission for a final decision. An appeal must be filed within twenty (20) days following the mailing of the rejection stating the basis on which the application should be accepted.
Review of Examination : A request to review an examination must be made in writing within twenty (20) days after the notice of result of the examination is mailed. An appeal concerning the rating received must be made in writing within twenty (20) days after the review. An appeal must state the basis on which it is claimed that the rating is improper.
About Us
The Charter County of Wayne
The Charter County of Wayne is Michigan's largest county. We are home to 34 cities and nine townships. From Rockwood to Livonia, from Sumpter Township to the Grosse Pointes, each community in Wayne County offers residents and businesses a unique blend of opportunity to live, work, play and raise families.
Headquartered in Detroit, our largest city and the automotive capital of the world, Wayne County offers a diversified economy and high standards for our residents' quality of life. Our history is rich and we take pride in being one of the most diverse communities that values culture, arts, and world-class amenities.
Wayne County provides leadership that ensures the County operates efficiently, effectively, and responsibly. We provide transparently while building a stronger County inclusive of collaborations, innovation, and a clear focus on serving our residents.
Administration Focus
Public Health Response
Economic Response
Fiscal Responsibility
Operational Efficiencies
Economic Development
Infrastructure Maintenance & Enhancements
Access to Health Care
Community Support
Homeland Security Emergency Management
Parks & Recreation
Purpose/Description
Call Center Specialist 1 perform highly difficult and responsible clerical, public contact and administrative functions at various departments throughout Wayne County. They are the point of contact for various issues and services. The Call Center Specialist 1 answers telephones and gives information to callers, takes messages, or transfers calls to appropriate individuals regarding the variety of services provided by the department(s).
Responsibilities
Required Tasks Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals. Perform complex and difficult clerical tasks. Represent the division in contacts with employees, governmental agencies and other personnel regarding departmental activities. Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs. Follow up with customers. Complete forms in accordance with departmental procedures. Schedule and confirm appointments for clients, customers, or supervisors. Resolve customer concerns. Assist callers with identifying the appropriate documentation and form of payment. Operate electronic mail systems and coordinate the flow of information, internally or with other organizations. Provide services to customers, such as order placement or account information. Conduct searches to find needed information, using such sources as the Internet. Resolve taxpayer concerns. Assist taxpayer with identifying the appropriate program or payment plan Input service requests (SR) into Cityworks asset management system Perform related duties as assigned. Qualifications
QUALIFICATIONS
Education/Experience Requirements
High school diploma or equivalent;
AND Four (4) years of full-time paid administrative and/or customer service experience
TYPES OF ASSESSMENTS
A Written Assessment (100%) will be administered covering knowledge of basic math skills, general office practices, general clerical practices and procedures and related knowledge.
Candidates must pass all tests in order to be placed on the eligibility list.
In the event that the number of eligible applicants is equal to or less than the number required for certification, the Department of Personnel/Human Resources may substitute for the above tests an evaluation of experience and training or other such tests as the Department may deem desirable to determine the competence of the applicants for appointment.
PURPOSE
The purpose of this examination is to establish an eligibility list from which to fill present and future vacancies. The eligibility list will remain in effect for one (1) year.
This is a continuous examination and ranking on the eligible list will be subject to change as names are added to and removed from the list.
GENERAL INFORMATION
How to Apply : The application may be used both for determining admission to the examination and for rating experience and training. Applicants will be notified by mail of the time and place of the examination. Section 5 (b) of Rule 6 of the Rules of the Department of Personnel/Human Resources provides that persons denied permission to compete in an examination may make a written appeal to the Wayne County Civil Service Commission for a final decision within twenty (20) days following the mailing of such notification, stating the basis on which it is felt that their application should be accepted.
Appeal of Rejection:
Persons denied permission to compete in an examination may make a written appeal to the Wayne County Civil Service Commission for a final decision. An appeal must be filed within twenty (20) days following the mailing of the rejection stating the basis on which the application should be accepted.
Review of Examination : A request to review an examination must be made in writing within twenty (20) days after the notice of result of the examination is mailed. An appeal concerning the rating received must be made in writing within twenty (20) days after the review. An appeal must state the basis on which it is claimed that the rating is improper.
About Us
The Charter County of Wayne
The Charter County of Wayne is Michigan's largest county. We are home to 34 cities and nine townships. From Rockwood to Livonia, from Sumpter Township to the Grosse Pointes, each community in Wayne County offers residents and businesses a unique blend of opportunity to live, work, play and raise families.
Headquartered in Detroit, our largest city and the automotive capital of the world, Wayne County offers a diversified economy and high standards for our residents' quality of life. Our history is rich and we take pride in being one of the most diverse communities that values culture, arts, and world-class amenities.
Wayne County provides leadership that ensures the County operates efficiently, effectively, and responsibly. We provide transparently while building a stronger County inclusive of collaborations, innovation, and a clear focus on serving our residents.
Administration Focus
Public Health Response
Economic Response
Fiscal Responsibility
Operational Efficiencies
Economic Development
Infrastructure Maintenance & Enhancements
Access to Health Care
Community Support
Homeland Security Emergency Management
Parks & Recreation