Department: Operations

Under the direct supervision of the Contact Center Manager

GENERAL RESPONSIBILITIES:

• Process locate requests (RTL) in an efficient and professional manner maintaining a high degree of accuracy
• Answer incoming customer calls (ACD) in an efficient and professional manner
• Data entry
• Map reading
• Quality Assurance (QA) of peer transactions
• Receives direction and disciplinary action from both Contact Center Supervisors and Contact Center Manager
• Receives ongoing coaching and feedback from all Support and Administrative personnel

REQUIRED SKILL-SET:

• Professional customer service skills
• Proficient and professional verbal communication & grammar skills
• Proficient map reading skills & geographical knowledge of Colorado
• Consistently apply all locate requests and ACD procedural guidelines
• Create and maintain business appropriate relationships with personnel from all levels of the organization
• Able to think & act clearly when dealing with an emergency or stressful situation
• Keyboard and mouse proficiency
• Ability to sit or stand while performing job duties for an entire shift with a minimum of unavailable time
• Unscheduled absences kept to a minimum
• Adhere to all company policies and procedures
• Uphold the Colorado 811 Mission Statement

EXPERIENCE:

• Customer service, keyboard and mouse

EDUCATION:

• Minimum high school diploma or GED

WORKING CONDITIONS:

• Indoor contact center/office environment; ergonomic workstation options, no telecommuting option

SCHEDULE:

• Full-time options available: 36-40 hours
• Varied scheduling options M-F 7AM-5PM (may include weekends, nights, holidays)(may include weekends, nights, holidays)
• Mandatory Overtime during periods of high call volume

COMPENSATION:

• Hourly; non-exempt; annual cost of living increases and bonuses based on both defined expectations and observed performance. Contingent upon approved annual operating budget