Call Taker I

Salary: $18.28 - $23.86 Hourly
Location : Towson, MD
Job Type: NON-MERIT
Job Number: NM.122 4-2025 OIT
Department: INFORMATION TECHNOLOGY
Opening Date: 04/08/2025
Closing Date: 4/22/2025 4:30 PM Eastern

Regular Schedule: 39 hours per week

A vacancy exists in the Office of Information Technology.

A list of eligible applicants will be established based on the examination as outlined below.

Current and future vacancies occurring in any Office or Department of Baltimore County General Government may be filled from the list of eligible applicants.

All interested transfer and promotional candidates must apply at this time.

List all promotions and changes in job duties due to reclassification as separate work experiences on your application. Applicants must include the dates of the promotions and reclassifications.

Note: Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered. A resume will not be considered in determining your qualifications for a position. Applicants selected for an interview may provide a resume at that time.

You can attach your transcript(s) or license(s) to your application.

Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application.
Examples of Duties
DEFINITION OF RESPONSIBILITY

Call Center Representatives are responsible for answering incoming calls from constituents to document concerns, create service requests for the appropriate agency and answer general inquiries. 311 Call Center Representatives serve as the focal point for constituent inquiries regarding county services.

EXAMPLES OF ESSENTIAL DUTIES

• Answer incoming calls, create service requests and respond to status requests on open service requests.
• Research required information using available resources.
• Follow communication "scripts" when handling different topics.
• Document all call information accurately and according to standard operating procedures.
• Probe constituents to fully understand the issue and direct the call or service request to the correct agency.
• Identify and escalate priority issues to the appropriate agency.
• Navigate multiple Windows based computer systems while documenting the constituent concerns in a timely manner.
• Meet personal/team qualitative and quantitative targets.

NOTE: The duties and responsibilities listed above are for the purpose of determining a common set of minimum qualifications for the positions in this class. They may not include all of the essential job functions of each position in the class. Each position may not be required to perform all of the essential job functions listed.

Qualifications
Education, Training, and Experience

• High school diploma or equivalent.
• Proficient in relevant computer applications.
• Required language proficiency, bilingual skills are a plus.
• Knowledge of customer service principles and practices.
• One year of experience in a call center or customer service environment required.
• Good data entry and typing skills, ability to listen and type concurrently.

Key Competencies:

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Teamwork
• Stress tolerance, ability to provide courteous service under stressful situations.
• Resilience

EXAMINATION PROCEDURE
Applicants will be qualified based on an evaluation of their training and experience, as stated on their application. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes.
Conditions of Employment
Physical and Environmental Conditions

Works an average scheduled workweek of 39 hours, Monday through Friday.

Employees in this classification are designated as Emergency/Essential and may be required to work overtime with little or no advance notice. May work extended hours including nights, weekends and holidays, as required. May be subject to call to duty as required.

The work of this classification is essentially sedentary but does require periods of moderate (up to 20 lbs.) lifting and carrying and involves the use of computers and office machinery.
Employment Background Investigation
Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation, including, but not limited to a criminal background, education, and fingerprint check.
Employment Benefits for Non-Merit or Non-Classified, Part-Time Employees

Baltimore County General Government offers the following benefits to part-time, non-merit or non-classified employees. New employees are eligible for benefits upon hire, unless noted otherwise.

Equal Opportunity Employer
Baltimore County is an equal opportunity employer and encourages minority, female and disabled applicants.

Smoke free workplace
All Baltimore County offices are smoke free.

Drug free workplace
Baltimore County provides a drug free workplace. Prospective employees are required to submit to urinalysis drug testing as part of the pre-employment physical examination.

Employee Assistance Program
Our Employee Assistance Program provides confidential and professional assessment and referral assistance for employees and eligible dependents in the household who are experiencing personal problems that may be affecting work performance, job satisfaction, or overall quality of life.

Health Insurance
In order to qualify for health insurance benefits (medical, prescription, dental and vision insurance), part-time employees must be scheduled for four (4) full work days plus two (2) hours each week.

Health Insurance benefits elected become effective the first day of the month following the date of hire if the employee has completed online enrollment prior to that date. New employees must enroll within thirty (30) calendar days of hire. Plans offered include:

Medical, Prescription, Dental and Vision insurance.

Flexible Spending Accounts
Opportunity to set aside pre-tax dollars, through payroll deduction, for eligible unreimbursed medical care expenses and/or dependent care costs.

Life Insurance
In order to qualify for life insurance benefits, part-time employees must be scheduled for four (4) full work days plus two (2) hours each week.

Employees may elect basic term life insurance for themselves equal to one time the employee's annual salary, rounded to the next higher $1,000. Employees contribute a portion of the premium through monthly payroll deductions. The County also offers an Additional/Employee paid Life Insurance plan with coverage up to $100,000.

Retirement
Employees are required to participate in the Baltimore County Employees' Retirement System, with very limited exceptions.

Paid Leave
Sick Leave - Monthly sick leave earnings prorated based on the number of hours worked per week. No maximum on accrual. Accrued balance can be applied toward service credit at retirement.

Vacation Leave - Monthly vacation leave earnings prorated based on the number of hours worked per week. Earnings increase after five, ten and fifteen years of service generally.

Holidays - Part-time 30 to 39 hour non-merit or non-classified employees will generally be paid for ten holidays per calendar year. Other part-time, non-merit or non-classified employees working 29 hours per week or less will receive two paid holidays per calendar year. These holidays are the Christmas holiday and the Independence Day holiday.

Bereavement Leave
Jury Leave
Military Leave

Baltimore County Employees Federal Credit Union
Membership in Baltimore County Employees Federal Credit Union offers a full range of savings programs, loans, checking, direct deposit, payroll deduction, savings bonds, and other financial services.

Direct Deposit
Payroll through direct deposit to the financial institution selected by employee is required.

Deferred Compensation
Nationwide Retirement Solutions offers a 457 retirement plan allowing for payroll contributions of tax deferred dollars to investment options of your choice.
Disclaimer

This is only a summary of benefits and policies in Baltimore County. Any benefit or policy may be changed at any time at the discretion of the administration. This summary does not constitute an express or implied contract, nor does it constitute a guarantee that your employment relationship will continue for any specified period of time or end only under certain conditions.