Call Center Deputy Specialist

Position Description Position Summary The Call Center Deputy Specialist delivers exceptional customer service by managing a high volume of incoming calls, addressing inquiries, and efficiently resolving customer issues.

This role requires expertise in handling a variety of Tax Office-related calls, including Property Tax Services, Automobile Services, and Voter Registration inquiries, as well as routing callers to the appropriate division within the department when necessary for further assistance.

Duties & Responsibilities: * Assist taxpayers with questions regarding Vehicle Registration, Property Taxes and Voter Registration.

* Offer the best customer service experience possible to every customer.

* Handle a large number of inbound calls in a timely manner with accurate responses.

* Identify customer's needs, clarify information given, research every issue and provide solutions or alternatives.

* Print, fax, and/or email forms/correspondences to customers.

* Adhere to all department policies and procedures.

* Have a working knowledge of the services provided by this office * Other duties as required and requested by the Call Center Division Management Harris County is an Equal Opportunity Employer If you need special services or accommodations, please call or email This position is subject to a criminal history check.

Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Requirements Education & Experience: * High school diploma or GED equivalent from an accredited institution within the U.S.

* Minimum of six (6) months of previous work experience in a customer support or client service center handling a high volume of calls.

* Minimum typing speed of 30 wpm.

Knowledge, Skills & Abilities: * Service Knowledge: Understanding of company offerings and troubleshooting.

Must be able to learn and retain large amounts of automobile, title and registration, exempt, Mechanic Liens NMVTIS, and disabled information.

* Customer Service Skills: Proficiency in active listening, empathy, and conflict resolution.

Personal Computer (PC) experience * Microsoft Word, Excel, PowerPoint, Access and Outlook * Software Proficiency: Familiarity with call management systems and CRM tools.

Ability to take direction and supervision.

* Communication: Strong verbal and written skills for clear, professional interactions.

* Problem-Solving: Ability to resolve issues quickly and escalate when necessary.

* Time Management: Efficient multitasking and prioritization in a fast-paced environment, work extended hours and/or flex between early and late schedules as required and without prior notification.

Excellent organizational skills and ability to pay attention to details.

* Company Policies: Knowledge of internal guidelines, compliance, and privacy laws.

* Technical Support: Basic troubleshooting for relevant products/services.

* Emotional Intelligence: Ability to manage difficult interactions with empathy and professionalism.

* Team Player: Must maintain a professional attitude and appearance while demonstrating strong communication skills across all levels of management.

The ability to work independently without constant supervision and contribute effectively in a team-oriented environment is essential.

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application.

You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration.

"See Resume" will not be accepted for qualifications.

Preferences * Call Center experience handling inbound/outbound calls.

* Bilingual English/Spanish General Information Working Conditions, Mental and Physical Demands: * Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.

* Largely sedentary role with minor physical effort required, however, it may at times involve long periods of standing, walking, bending, reaching, stretching, climbing, lifting up to 10 lbs or similar activities (e.g., filing, delivering, sorting). * A frequent volume of work and deadlines impose strain on a routine basis * Regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination) Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.

BENEFITS Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.

The following list of benefits is offered only to employees in regular (full-time) positions: * Medical Coverage * Dental Coverage * Vision Coverage * Wellness Plan * Life Insurance * Long-term disability * Employee Assistance Program * Ten (10) days of vacation each year for the first five (5) years of service * Accrual rates increase based on years of service * Eleven (11) County-observed holidays and one (1) floating holiday * Professional development opportunities * Dependent Care Reimbursement Plan * Healthcare Reimbursement Account * 457 Deferred Compensation Plan The following benefits are also available to regular (full-time) employment and may be available to part-time employees: * Retirement Pension (TCDRS) * Flexible schedule (varies by department) * Transportation Assistance (Metro RideSponsor Program) In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time.

Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.

For plan details, visit the Harris County benefits website: 01 What is the highest level of education you have completed?

Please select from below.

(Copy of official certificate, diploma and/or transcript must be attached to the application)] * High School Diploma (US) * Certificate of High School Equivalency (GED) * Associate's Degree * Bachelor's Degree * Master's Degree or higher * None of the above 02 Which of the following describes your level of proficiency using a personal computer and common office software such as MS Office Suite (Word, Excel, PowerPoint, and Outlook). Please select your level of proficiency based on the following descriptions: Advanced: A person with this level of skills is able to produce very large, complex formal documents that require a table of contents, footnotes, endnotes, bookmarks, and other special elements; a wide range of graphic effects, and use advanced techniques for analyzing and manipulating data.

Has full mastery of Macro commands and skills to tie the objects together into a cohesive system by using Macros and Visual Basic for Applications code.

Makes interactive presentations by using hyperlinks and action buttons.

Intermediate: A person with this level of skills is able to customize toolbars, import and insert graphs, embed Excel data, and elaborate reports.

Understands the concepts of databases and is able to work with charts and to use the list management capabilities of Excel.

Able to use complex query techniques, create efficient forms and reports, and create Macros to automate these forms.

Makes interactive presentations by using hyperlinks and action buttons.

Basic: A person with this level of skills is able to use basic formatting, editing, printing functions, and understands the document page setup.

Has the ability to enter and correct data, modify a workbook, format a worksheet, and use printing functions.

Understands the different database concepts and structures and is familiar with data validation and is able to create a simple presentation in PowerPoint, run it, and print it.

Entry Level: A person with this level of skills has the ability to open, create, save and modify documents in Word, send and receive email in Outlook and create spreadsheets in Excel.

Format documents for printing, comfortable using the printer menu to preview documents.

Has ability to change the font, the margins, insert or delete pages and use the built-in spellchecker and grammar check.

* Advanced * Intermediate * Basic * Entry Level * Not proficient 03 Which of the following best describes your verifiable experience in a customer support or client service center handling a high volume of calls?

(To be considered, qualifying experience must be documented in your application's employment history)] * Less than six (6) months * Six (6) months or more * I do not have this experience 04 Please provide details about your verifiable experience in a customer support or client service center handling a high volume of calls.

* Do not use "See Resume", as we do not use resumes to assess qualifications.* (To be considered, qualifying experience must be documented in your application's employment history) Include your (a) role(s), (b) types of organizations, (c) scope of duties and responsibilities.

If you do not have this experience, please type "None" in the space provided.

05 Do you have direct Call Center experience handling inbound/outbound calls?

* Yes * No 06 If you answered yes in regards to the previous question(s), please describe your verifiable experience.

NOTE: Please DO NOT use "See Resume" as we do not use resumes for qualifications.

(Type N/A if not applicable)] 07 Are you bilingual in English and Spanish?

If yes, do you consider yourself fluent?

* Yes, I am fluent in both of these languages * No, I am fluent in only one of these languages * No, I am not fluent in either one of these languages 08 I understand the position # (FILL IN) requires the HRRM Clerical Skills Test scores to be on file before my application can move forward through the application process.

I understand if I do not already have scores on file I will need to apply for the HRRM Clerical Skills Test within five (5) days, excluding weekends, of the date of my application or my application will be invalid.

The test can be found under HRRM Clerical Skills Test in the testing section on the Harris County website OR click here to go to link.

* I acknowledge I have read the instructions above and will be registering for the Clerical Test.

* I acknowledge I have current scores on file.

Required Question Employer Harris County Address 1111 Fannin St Ste.

600 Houston, Texas, 77002 Phone Website