Clerk-Call Center
at PRWT Services

Date Posted: 5/22/2019

Job Description

As one of the nation’s premier minority-owned companies, we are a high performance provider of business process solutions, facilities management and infrastructure support services to government and commercial markets.

JOB DESCRIPTION

Summary:

The Help Center Tier 1 Agent is primarily responsible for handling calls and processing payments from motorists.

Essential Duties and Responsibilities include, but may not be limited to, the following:

• Handle inbound calls as 1st-line call center agents, resolve customer issues and complete any follow-up actions.

• Data entry, accepting and processing payments over the phone;

• Completing general office tasks such as faxing, filing, & mailings of items such as motorist receipt requests.

• Provide feedback/recommendations on call center procedures to improve existing processes.

• Understanding how to navigate and properly use the Digital Permits system; Permit View.

• Being able to seamlessly answer/assist with questions about any product line that goes through the Help Center.

• Maintain a clear understanding of the policies and rules for each Digital Permit client, as assigned.

• Know the permit definitions and approval requirements for each Digital Permit client, as assigned.

• Answer Digital Permit inquires by navigating through the intranet for Digital Permit policy changes, procedures, etc.

• Staying up to date and adapting to any program changes that may occur.

• Lead, motivate & give instructions to a workgroup.

• Escalate calls, changes, or requests to appropriate product supervisors, as necessary.

• Complete all call monitoring tasks that are assigned

• Pass knowledge checks on a regular basis using the Learning Management System with a score of at least 85% or higher

• Able to attend and complete training courses

• Provide feedback/recommendations on call center procedures to improve existing processes.

•Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Associate's degree (A. A.) or equivalent from two-year college or technical school; or 4+ years call center related experience and/or training; or equivalent combination of education and experience.
Bilingual in English and Spanish, Russian, French and/or Mandarin Chinese is strongly desirable (but not mandatory).

Communication Skills:

Utilize patience and restraint to de-escalate irate residents/motorists that may call in.
Ability to read and interpret documents such as Standard Operating Procedures (SOP) as pursuant to each client contract as well as all departmental and company handbooks and manuals.
Possess the ability to write routine reports and correspondence utilizing both manual and electronic methods and doing so professionally at all
times.
Possess the ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Possess the ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram
form. Possess the ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

Ability to operate a computer using essential computer skills, such as typing, word processing, data entry, Microsoft operating system comprehension and proper email etiquette. Excellent working knowledge of Microsoft Office software, specifically proficient in using Outlook to manage calendar meetings.

Attendance/Punctuality:

Is consistently at work and on time; Ensure work responsibilities are covered when absent; Arrive at meetings and appointments on time.


Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is constantly required to talk, hear, speak and operate a phone, computer, and mouse. The employee is frequently required to walk, bend, and use hands to finger, handle, or feel. The employee may occasionally climb, stoop, kneel, crouch or crawl, twist, push, pull, reach above shoulder. Specific vision abilities required by this job include close vision and distance vision. The employee is also expected to be able to accommodate flexible working hours, within reason, for our 24-hour, 7 days a week call center and he or she may be asked to work (or be available) on weekends.

We proactively offer employment and advancement opportunities for individuals from all backgrounds. By engaging in a diverse workforce and using a diverse groups of suppliers, we position ourselves to successfully compete in a 21st Century global economy.

Job Snapshot

About Us

PRWT is a high performance, contract supplier of business process solutions, document processing, and facilities management services. Founded in 1988, we have continually expanded our business process solutions operations as well as added facilities management and maintenance services through our acquisition of US Facilities, Inc. We have built solid relationships with our customers by delivering innovative thinking, cost savings, and world-class services that inspire customer loyalty. The Company, based on values and performance, also has earned a reputation as a value-added and strategic partner that consistently exceeds customer expectations.

Throughout our history, we at PRWT have been committed to finding, nurturing and retaining the very best employees possible. We expect members of our team to operate with a sense of passion and urgency, but always within a context of team work, trust and integrity. We go out of our way to reward members of our team with ample opportunities for additional growth and training. A great measure of this is that most of our senior managers have grown with the company and been promoted from within.

Join our Talent Network and explore opportunities!

What is a Talent Network?

Talent Networks enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

Why Join?

  • Receive alerts with new job opportunities that match your interests
  • Share job opportunities through Social Media or email