Job Description

Acts as a subject matter expert in receiving, processing and responding to complex telephone inquiries from employees, departments and the general public pertaining to County-related services for multiple areas; sets up and maintains a Frequently Asked Questions (FAQ) library for customer access, and resolves customer related issues related to on-line access and services.
1. Acts as subject matter expert and team leader to provide day-to-day guidance in assisting other staff members in disseminating accurate and appropriate information to the public involving multiple areas.

2. Sets up and maintains an on-line library of frequently asked questions and related information or instructions.

3. Assists customers by telephone or e-mail with online access issues for multiple areas serviced by the department.

4. Receives and processes the more complex telephone calls and inquiries pertaining to all operations within the department.

5. Responds to inquiries, verbally or in writing, from internal and external customers by providing answers, information and instructions.

6. Assists supervisor in training and coaching staff.

7. Maintains electronic logs pertaining to activities performed and generates reports.

8. Stays abreast of changes in the laws, policies and procedures and notifies staff.

9. Performs other duties as assigned. Education, Experience and Training:
Graduation from an accredited high school/GED Program. Four (4) years of work related experience or 45 hours of college credit or a combination of the two.

Special Requirements/Knowledge, Skills & Abilities:
Ability to type 35 wpm or 70 kspm. Ability to maintain poise, tact and professionalism while managing difficult telephone calls. Ability to understand and follow written and verbal instructions, organize and process work and establish and maintain effective working relationships with employees, departments and the general public.

Physical/Environmental Requirements:
Standard office environment. Requires prolonged sitting.