Description
The Maryland-National Capital Park and Planning Commission, Prince George's County Department of Parks and Recreation’s Management Services Division seeks a proactive and detail-oriented individual to join our team as a Call Center Daily Operations Queue Coordinator (Class Spec – Help Desk Technical Specialist I) for our Customer Service Help Desk. The Call Center Daily Operations Queue Coordinator will play a crucial role in overseeing the day-to-day operations of our bustling call center, ensuring efficient handling of calls and tickets while consistently meeting service level agreements and exceeding customer expectations.
The ideal candidate should have outstanding communication skills, crucial for promoting productive teamwork with colleagues, managers, and other departments to quickly address escalated issues and improve service delivery. With strong organizational skills, they will prioritize tasks efficiently to ensure peak performance, meeting ticket and call SLAs expectations. Their expertise in call center software and systems allows them to troubleshoot problems effectively and support frontline staff, ensuring smooth operations and delivering outstanding customer experiences.
This position reports directly to the Call Center Supervisor and requires candidates to have a solid understanding of registration systems, computer applications, and testing principles. They should be capable of providing advanced support for all unresolved issues raised by our customers and internal staff, contributing to the continuous improvement of our customer service operations. Join us in this pivotal role where you can make a significant impact on our commitment to excellence in customer service and operational efficiency.
Working Conditions
Examples of Important Duties
Customer Service Support:
- Provides support for all escalated internal and external customer service issues.
- Through various informational repositories, knowledgebase, research, and training; acquire and maintain current knowledge of the supported environments, applications, support policies/processes, service disruptions, and projects to provide accurate information and solutions to customers.
- Develops responses to inquiries and requests for information, expressed concerns and complaints from citizens and user individuals, groups, and organizations, in a timely and appropriate manner.
- Provides daily operations quality control support for Call Center tickets, ensuring that tickets are responded to, handled, and resolved within the identified Service Level Agreements within the Call Center, escalating identified issues to the Call Center Supervisor as needed.
- Assists with monitoring and controlling assigned tickets in the work management system, including completion and adherence to service level agreements (ticket response time and quality standards).
- Observes and suggests service enhancements to daily Call Center operations to the Call Center Supervisor.
- Conduct needed/requested training for new employees, both internal to the Call Center or Help Desk and external (classroom software training) for department end user’s data to ensure enforcement of agency policies and directives; and communicates with staff to ensure compliance.
- Works with Customer Service Help Desk’s supervisory team to strategically plan and implement service enhancements in the best interest of both the Help Desk’s and departmental facilities’ business processes.
- Provides expert knowledge on systems including but not limited to Parks Direct (RecTrac), Microsoft Dynamics, EAM, and Microsoft Office Suite.
- Serves as systems officer for core software systems configuration in response to customer requests, including activity/fee/facility configuration, user account creation, and maintenance.
- Provides system administration for assigned applications, which includes assisting with adding, changing, or deleting users, assigning permissions and access rights. Maintains database integrity, quality assurance testing, and database cleaning/data entry using established guidelines; creates and produces data reports for management as requested.
Minimum Qualifications
- High school diploma or Certificate of General Educational Development (GED).
- One (1) year of administrative work, help desk or information system use.
- An equivalent combination of education and experience may be substituted, which together total three (3) years.
Preferred Skills:
- Organizational Skills: Proficiency in reviewing and prioritizing tasks within the Call Center call and email queues effectively.
- Attention to Detail: Detail-oriented and results-focused with ability to handle multiple priorities in a fastpaced environment, able to detect errors and discrepancies in data.
- Problem-Solving Abilities: Capability to quickly analyze and resolve escalated customer issues and operational challenges.
- Time Management: Skill in managing time efficiently to meet deadlines and ensure smooth call center operations through SLA’s and defined procedures throughout the day.
- Communication Skills: Strong verbal and written communication skills to coordinate with team members, escalate issues when necessary, and provide updates on queue status to Call Center Supervisor.
- Analytical Skills: Ability to analyze data and performance metrics related to call and email queue operations, identifying trends or areas for improvement/trainings
Supplemental Information
May be subject to medical, drug and alcohol testing.
The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor.
Applicants with Disabilities under the Americans with Disabilities Act.
If you require accommodations or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411 (Maryland Relay 7-1-1)
M-NCPPC will make all efforts to reasonably accommodate you.