] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → CALL CENTER TECHNICIAN I, DEPARTMENT OF FACILITIES MANAGEMENT

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Call Center Technician I, Department of Facilities Management

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: Call Center Tech I CODE: 5479 SQ/OQ: Optimal Qualified
WORKING TITLE: Call Center Technician I, Department of Facilities Management GRADE: 15 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under general supervision, provides information and assistance to MCPS employees and community members regarding facility maintenance and operations needs, emergency situations, facility projects, the Capital Improvement Plan (CIP), enrollment projections, school assignments; program assignments, sustainability initiatives, boundary study schedules, stakeholder complaints and issues, and questions related to the computerized maintenance management system (CMMS). Responds to a high volume of phone calls, explains procedures, obtains pertinent information to determine technical issues and appropriate measures and proper routing, creates work orders, provides updates to service requests, and helps callers troubleshoot minor equipment failures. Work of this class involves the application of knowledge of MCPS policies, regulations, and procedures, and an understanding of the all divisions within the Department of Facilities Management (DFM), including their structure and general functions. Must have a clear understanding of the functions and processes of the regional service centers; functions and general scope of maintenance and operations work including plumbing, HVAC-R, electrical, carpentry, grounds care, and other specialty trades. An employee in this class must provide excellent customer service to internal and external customers and have the ability to identity customer needs and concerns; answer questions; resolve complex questions/issues, determine the next steps; and correctly route calls to the appropriate division/shop; communicate results and provide excellent customer service to internal and external customers.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Working knowledge of maintenance and operations functions, service requests, and an understanding of DFM and its divisions, policies, procedures, and regulations or ability to learn division procedures quickly. General knowledge of capital planning; enrollment projections; school boundaries and study schedules; and school assignments process; program assignments; sustainability initiatives; plumbing, HVAC-R, electrical, carpentry and mechanical trades and/or facilities management. Ability to resolve questions and problems from internal and external customers. Working knowledge of MCPS school clusters and regional service center and contractor functions preferred. Ability to perform a wide range of standard office clerical tasks quickly, accurately, and efficiently. Ability to utilize office technology including proficiency in the use of Microsoft Office, Google Suite, and CMMS or similar applications. Must be able to multitask, maintain professionalism and tact in stressful situations, and ensure that customer needs are met and complaints are resolved. Must be organized, detail-oriented, and able to prioritize and manage time effectively, contributing to team efforts by accomplishing necessary tasks. Must possess exceptional human relations and strong customer service skills, be a proficient problem-solver and critical thinker, and have excellent oral and written communication skills. Ability to handle a high volume of daily telephone calls. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).
EDUCATION, TRAINING, AND EXPERIENCE: High School or GED diploma required. A minimum of four years of experience providing exceptional customer service required. Experience working in a fast-paced call center environment highly preferred. Some training or experience in mechanical trades, facilities management, capital improvements or maintenance/operations required. Experience working in Montgomery County Public Schools or other public or educational system is preferred. Other combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) Position requires the ability to operate computer and related office equipment for sustained periods of time.
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Ability to work overtime as necessary on evenings and weekends. Annual leave limited during specified timeframes.
OVERTIME ELIGIBLE: Yes

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

1. Answers a high volume of phone calls and serves as the first point of contact for divisions within the department; immediately addressing needs and answering questions or routing calls to the appropriate area as applicable.

2. Troubleshoots, answers questions, and provides guidance related to the CMMS.

3. Analyzes customer needs, provides resolutions and information as needed.

4. Explains technical procedures and processes in layman¿s terms, and documents call summary in CMMS.

5. Receives, dispatches, processes, and follows up on DFM and division-related issues/requests/complaints and maintenance and operations service requests, which may include: creating/completing work orders received via phone and CMMS; obtaining missing information and required details to accurately determine unique circumstances, conditions and locations of issues and repairs needed; routing calls and work orders correctly; and/or troubleshooting technical issues.

6. Applies interpersonal and de-escalation strategies to anticipate customer needs and resolve customer complaints and address agitated customers.

7. Refers questions outside the scope of the Call Center to the appropriate division or regional service center.

8. Follows up on questions and issues to ensure customer satisfaction and to update the CMMS.

9. Contributes to the development of documentation in support of the Call Center, DFM, and various division-driven projects.

10. Analyzes Call Center reports and statistics to recommend modifications to the department¿s existing systems and processes.

11. Assists in training new call center technicians as needed.

12. Attends informational sessions and workshops to ensure up-to-date knowledge in department, and all divisions¿ job functions.

13. Provides strong customer service for internal and external customers utilizing both oral and written communications skills.

14. Performs related tasks as required.
Class Established: 5/2022
Date(s) Revised:
Last Reviewed:

This description may be changed at any time.