Job Description

Posting number: 61467

Department: Probate - Baldwin County Commission

Division: Foley

Job classification: Probate Customer Service Specialist I - Probate - Baldwin County Commission

Posting type: Open & Promotional

Categories: Clerical & Data Entry, Customer Service

Summary

A motivated individual with an exemplary attitude and the initiative to take on any additional responsibilities and assignments as requested. Employee follows established policy and procedures and guidelines in performance of duties. Have the capability of setting job priorities to ensure proficiency of job performance. Performs and maintains other office duties including accounting as required for daily operation of the office. Works under the general guidance of the Probate Customer Service Team Lead whose primary role is to provide support, train, and ensure call center efficiency. Help resolve any matters, either by telephone or in person, that may come up during the course of daily events. Work non-standard hours.

Successful applicants must pass a criminal background check and will be subject to a pre-employment physical.

Examples of duties

Customer Service

1. Receives and resolves phone calls, including but not limited to: Mandatory Liability Insurance, Titles, New Residents, Motor Vehicles, Boats, Business License, Driver License, and Manufactured Homes.
2. Promptly assess each phone call in order to determine the issue.
3. Use proper tools to convey solutions to the caller, while maintaining a superior level of customer service.
4. Properly obtain customer’s information for fax request documentation, confirm that faxes are sent to lienholders, then process that fax request over whichever location the customer plans to visit.
5. Has the ability to accept and process payments over the phone and mail receipts/stickers.
6. Use multiple telephone and computer systems to handle inquiries, research answers, and assist callers. This includes but is not limited to Ingenuity, MVTRIP, Knowledgebase, Openscape, TextMyGov, Office Communicator, Microsoft Outlook, Word, internet search engines, Property databases, and a shared department ZDrive.
7. Able to share and maintain a call center email, as well as individual emails.
8. Needs to be able to effectively correspond with dealers and lienholders via phone or email.
9. Process payments when the need arises.
10. Process a daily closeout of each day’s work.

Qualifications

1. High School diploma or equivalent.
2. One (1) years’ experience in Probate related field or communications preferred.

Other Characteristics

1. Must be willing to attend additional training.
2. Must be able to wear a lightweight headset while taking calls.
3. Must be able to sit for long periods of time.
4. Must be able to handle a large volume of incoming calls (as many as 450 a day).
5. Must be able to work in close proximity to others, while handling calls.
6. Must be able to operate computer and other office equipment which requires repetitive arm, hand and eye movement.
7. Must be able to maintain confidentiality.

Supplemental information

1. Fluency in the English language, both written and verbal.
2. Ability to speak with a clear, well-modulated voice and to use proper grammar.
3. Excellent interpersonal and communications skills to deal tactfully and effectively.
4. Ability to convey concise and accurate information.
5. Ability to respond to difficult or demanding callers.
6. Ability to enforce rules and policies with calmness, firmness, and fairness.
7. Ability to type a minimum of 40wpm.
8. Must be willing to participate in counter training to learn additional skills.
9. Basic math skills needed, to be able to calculate ad valorem, tag fees, and/or sales tax.
10. Must be able to communicate effectively with counter staff in order to obtain information about miscellaneous items, including returned mail.