Job Description

DUTIES AND RESPONSIBILITIES:

• Adheres to the mission of SERCO
• Greets and directs the general public upon entering the center by answering questions and providing information
• Operate communication systems, such as telephone, switchboard, intercom, and public address.
• Answers incoming calls, greeting callers, provides information, transferring calls, and/or taking messages as necessary.
• Route emergency calls appropriately.
• Page individuals to inform them of telephone calls, using paging and interoffice communications equipment.
• Relays and route written and verbal messages.
• Places telephone calls or arrange conference calls as instructed.
• Perform clerical duties, data entry, such as typing, proofreading, accepting orders, scheduling appointments and sorting mail.
• Occasionally delivers and picks up post office mail and overnight packages to carrier.
• Transfer non-response customer calls to management or assign staff.
• Answer simple questions about programs using reference charts.
• Perform other related duties as assigned.

SKILL NEEDED

• Communicating effectively in writing as appropriate for the need of the audience.
• Reading comprehension understanding written sentences and paragraphs in work related documents.
• Ability to convey information effectively.
• Must be excellent listener giving full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate times.
• Must be service oriented actively looking for ways to help people.
• Have the ability for Critical Thinking, Oral Comprehension, Problem Sensitivity, and Written Comprehension.
• Bilingual (English/Spanish) preferred; but not required

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent. Some college hours preferred.
• Experience in Customer and Personal Service knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of administrative and clerical procedures systems such as word processing, managing files and records.

SPECIAL REQUIREMENTS :

• Must possess and provide a valid Texas Driver's License and Automobile Liability Insurance as required by the State of Texas.
• Must have access to reliable transportation in order to travel within service area.

Physical demands and work environment:

The physical demands and work environment characteristics describe here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

1. PHYSICAL DEMANDS: While performing duties of the job, employees is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extend periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.

2. WORK ENVIRONMENT : Fast paced, demanding physically and mentally, will be in constant communications.

Equal Opportunity Employer

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