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Call Center Specialist

Date: Jun 10, 2021

Location: Wichita, KS, US

Company: Sedgwick County

Department:  Central Services

Pay:  $15.40 per hour 

Work Schedule: M-F 8am-5pm 

 

Perform general information duties in a call Center that supports COMCARE of Sedgwick County, a licensed community mental health center, and the Sedgwick County Health Department. Provides clear and accurate information regarding COMCARE of Sedgwick County services and information for other resources within the community. Schedules appointments, routes calls to the appropriate party, and provides clear messages to COMCARE and Health Department staff. Works closely with both departments to help meet the needs of Sedgwick County residents seeking mental health, addiction treatment and County health services which include family planning, immunizations, health assessment and planning, healthy babies, disease reporting and Women, Infants and Children (WIC).

 

Call Quality

  • Respond factually and efficiently to the needs of the caller. Must effectively communicate and explain to callers Sedgwick County policies and procedures.
  • Answer telephone calls from consumers and the general public in a professional, courteous and empathetic manner, controlling the tone and outcome of each call.
  • Identify concerns, obtain necessary information from callers, and route such concerns to the proper program. Identify and escalate priority issues.
  • Respond to caller needs and transfer calls accurately.
  • Strive to improve professional skills and expand technical knowledge relative to COMCARE and mental health, as well as the Sedgwick County Health Department.

 

Call Volume

  • Operate a computer and be totally familiar with various computer menus in order to research and retrieve information to verify or convey such information to the public in response to their inquiries quickly.
  • Meet performance goals for call volume and handle time as well as other key performance metrics.
  • Work at a quick pace without jeopardizing the quality of the call.

 

Communication

  • Is professional with all communications (phone, jabber, email, share point). Send clear and accurate messages regarding client needs and inquiries to COMCARE and Health Department staff. Attention to detail, correctly filling out forms and documentation. Knowledge of MyAvatar and KIPHS to schedule appointments.
  • Ability to retain knowledge of COMCARE organization and the Health Department policies and practices. Adapt quickly to changes made by both departments and be able to convey to clients.

 

Minimum Qualifications: High school diploma or equivalent. Minimum two years’ experience in a call center or customer service environment. Selected candidates will be required to pass a Typing Test (45 wpm) and Data Entry Test (7500 KPH).

 

Preferred Qualifications: Bilingual in English and Spanish. Proficiency testing will be required for selected candidate(s) claiming bilingual status.

 

It is the policy of Sedgwick County not to discriminate in its programs or services provided to the general public, including employment and all other activities, on the basis of race, color, religion, national origin, citizenship, sex, age, disability, veteran status or any other similarly protected status. Sedgwick County is committed to making the application, interview, and pre-employment testing process accessible to persons with disabilities. If you wish to volunteer information regarding any special assistance you may need, please notify Human Resources by phone at (316) 660-7050, TDD (Kansas Relay at 711 or 800-766-3777). Do not use this phone number for employment questions. This number is provided only for those requiring ADA assistance. You will be contacted should the department feel that you are a qualified candidate.


Nearest Major Market: Wichita

Job Segment: Call Center, Sharepoint, Data Entry, Customer Service, Bilingual, Technology, Administrative