STATEMENT OF PURPOSE: Call Center Agent will be responsible for providing high quality customer service assistance for inbound calls from City of Wilmington residents inquiring about municipal services or general information about city programs and protocols. Call center Agents will be responsible for handling inquiries professionally and expediently while following defined workflows for multiple types of inbound calls.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
Adhere to the Privacy Act as it relates to the confidentiality of information gathered and released;
Continually maintain up-to-date knowledge of The City of Wilmington’s processes, regulations and policies;
Answer inbound calls for The City of Wilmington and other local departments;
Redirect or transfer customers to additional Wilmington services utilizing established resources;
Ability to empathize with customers and prioritize needs;
Gather information from customer and other resources as needed for problem-solving and resolution;
Navigate between systems and utilize all tools available to assist and service customers;
Will be required to complete program training, as warranted, and successfully implement that Knowledge in day-to-day operations;
Follow all processes and procedures relating to PCI-compliance while receiving and processing any payments to the City of Wilmington;
Any other duties as deemed necessary by supervisor.
QUALIFICATIONS:
High School diploma or equivalent required;
Must be able to speak English clearly and professionally;
1 to 2 years call center experience preferred;
1 to 2 years customer service experience required;
Bilingual English/Spanish a plus;
Must have intermediate computer skills and the ability to navigate through multiple data screens;
Must have excellent communication skills and be able to multi-task;
Employee Benefits
BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:
10 days paid vacation
12 paid holidays
6 sick days accrued over the year
Insurance Eligibility the 1st of the month after 30 days of employment
Medical (65% covered by BSDE), dental and vision insurance offered
Short/long term disability
Life insurance 2x salary
Employee recognition events
BlindSight Delaware Enterprises, Inc. is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. BlindSight Delaware Enterprises, Inc. maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.
