Contact Center Agent

Job Description

Job Description

STATEMENT OF PURPOSE : Contact 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. Contact 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 contact 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

• 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, dental, and vision insurance offered
• 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.