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Employer: Sedgwick County
Division: Div of Information Technology & Support Services
Job Title: Tax Call Center Supervisor
Salary: $16.76 Hourly
Veterans' Preference is available for this vacancy.
To receive Veterans' Preference, you must supply a copy of your DD214 to the Human Resources department at Sedgwick County after applying.
Usual working days/hours: Monday - Friday 8:00am to 5:00pm, potentially 7:00am to 4:00pm
Location of work: Sedgwick County Historic Courthouse, 510 N. Main, Wichita, KS 67203
Oversees daily operations of the Tax Call Center as well as supervisory duties and functions in support of the Central Services Manager. Serves as primary communication liaison between Call Center and the Departments and Office’s served by the Call Center, including: Office of the County Treasurer, Office of the County Appraiser, and Election Office. Acts as Call Specialist alongside staff, answering calls from the citizens of Sedgwick County. The Tax Call Center answered 189,000 calls in 2017.
Essential Job Functions:
Oversee the daily operations of the Tax Call Center, ensuring appropriate service levels are being met. • Evaluate, mentor and train all Call Center staff on policies and procedures as needed, including routine training refreshers to ensure all staff are providing accurate information to citizens. • Supervise, schedule and assign work to staff, ensuring appropriate staff coverage during hours of operation. • Meet performance goals for call volume and handle time as well as other key performance metrics, identifying issues in service levels and providing a solution. Ensures the highest level of customer service is being provided, not only to the citizens contacting the Call Center but also to the Departments and Offices it serves. • Ensures the success of the Call Center through the tracking and assessment of performance measures, monitoring of call quality by Call Center Specialists, and setting standards for customer service. • Provides clear and accurate information regarding services provided by the Office of Sedgwick County Treasurer including the Tag Office, Office of the Sedgwick County Appraiser, and periodically the Sedgwick County Election Office. • Maintain appropriate communication and relationships with the offices served by the Call Center, including regular attendance and accurate reporting to the Call Center Advisory Board. • Stays current on knowledge regarding general Sedgwick County services and information for other resources within the community. Serve as a Call Center agent, working alongside staff to answer calls and meet needs of those being served. • 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. • Work at a quick pace without jeopardizing the quality of the call.
Required: High school diploma or equivalient. Minimum two years' work experience in a position involving heavy public contact in one of the following areas: property taxation, tag and permit issuance, or appraisal. Preferred: Two years of college education. Two years' experience in a call center or related customer service field. Two years' experience supervisory experience. Analytical Thinking: Works systematically and logically to resolve problems, identify causation and anticipate unexpected results. Manages issues by drawing on own experience and knowledge and calls on other resources as necessary. • Gets input from internal/external contacts who are closest to the problem. • Independently engages in tasks requiring interpretation of complex and often vague sets of information. • Thinks of several possible explanations or alternatives for a situation. Communication: Clearly conveys and receives information and ideas through the appropriate methods and media for target audiences in a manner that engages the listener, helps them understand and retain the message, and invites response and feedback. Ensures appropriate stakeholders are kept informed and that information shared is accurate and timely. Demonstrates good written, oral, and listening skills. • Listens attentively to the caller and actively asks questions to confirm understanding and avoid miscommunications. • Adapts to the needs of most audiences to ensure his/her message is understood • Comprehends written and oral information and direction and takes appropriate action. Customer Focus/Client Orientation: Makes customers/clients and their needs a primary focus of one’s actions; makes a conscious effort to include diversity of input in all decisions; shows interest in and understanding of the needs and expectations of internal and external customers (including direct reports); acts with customers in mind and strives for continuous improvement in products and services. Gains customer trust and respect; meets or exceeds customer expectations. • Meets customer needs by acting professionally and applying a good working knowledge of the services and information being provided. • Refers customer to appropriate department or employee to solve specific problems. • Addresses disgruntled customer problems by remaining calm and professional; personally follows through to resolve issue(s). Listening: Listens attentively to others, asks clarifying questions, actively listens, is respectful and professional in dealing with others, stays open to other viewpoints, and manages distractions and interruptions. • Allows caller to speak without unnecessarily interrupting them. • Asks clarifying questions that elicit clearer or more detailed information. • Confirms understanding by paraphrasing or summarizing what others have said. Dependability/Reliability: Takes personal responsibility for the quality and timeliness of work, and achieves results with little oversight. • Shows up to work on time, and follows instructions, policies, and procedures. Meets productivity standards, deadlines, and work schedules. • Stays focused on calls in spite of distractions and interruptions. • Does not make excuses for errors or problems; acknowledges and corrects mistakes.
Multi line phone system. Software for tax, appraisal, tag and election information including: • Orion • MVS • ATCI • Aumentum • OnBase • Legacy • Safer System • KVoRS • Ks VoterView
Physical Activity of the Position • Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. • Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound. Physical Requirements of Position • Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Visual Acuity Requirements • The worker is required to have close visual acuity to perform an activity such as: transcribing; viewing a computer terminal including navigating online directories and scheduling software. Work Environment • The employee is subject to environmental conditions. Protection from weather conditions but not necessarily from temperature changes. • Typical work day will be from 8:00 a.m. to 5:00 p.m. with one hour lunch and two 15 minute breaks. However, the nature of the Tax Call Center may require an employee to forgo or shorten a break or lunch without notice. Employee will be allowed to flex schedule at a later time to adjust for schedule change or be provided appropriate compensation if it causes employee to go over 40 hours that week.
*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice*
*This position may be filled or closed to further application without notice. Must be at least 18 years of age to work for Sedgwick County*
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 Crissy Magee, Sedgwick County ADA Coordinator, by phone (316) 660-7056, TDD (Kansas Relay at 711 or 800-766-3777), or email at email@example.com. Do not send resumes or application status request or employment questions to this email or phone number. This information is provided only for those requiring ADA assistance. Applications must be submitted on www.hrepartners.com. You will be contacted should the department feel that you are a qualified candidate. Sedgwick County will prohibit the hiring of spouses and/or immediate family members within the same department, but not within the County structure.
2/7/2018 12:00:00 AM
2/28/2018 11:59:59 PM