Probate Customer Service Specialist I - Probate - Baldwin County Commission

Baldwin-County-Alabama; Foley (AL); On-site; USD 21,000 - 26,000; Full time

Job summary

Baldwin County Alabama is seeking a Customer Service Agent for the Probate department to support call center operations, assist the public with licenses, titles, and other probate services, and ensure accurate data entry and communications.

The role requires handling a high volume of calls, maintaining confidentiality, and using several software tools to resolve inquiries and process payments. Training will be provided, and physical presence in Foley, AL is expected.

Qualifications

• High School diploma or equivalent.
• One (1) year experience in Probate related field or communications preferred.

Responsibilities

• Receives and resolves calls related to taxes, licenses, titles, motor vehicles, and other probate services.
• Assess each call quickly to determine issue and proposed solution.
• Use tools to convey solutions while maintaining high customer service standards.
• Obtain and process customer information for documentation and fax requests; coordinate with lienholders.
• Handle payments over the phone and issue receipts.
• Use multiple systems (Ingenuity, MVTRIP, Knowledgebase, Openscape, TextMyGov, Office Communicator, Outlook, Word, web search, databases, ZDrive).
• Maintain a call center email and individual emails.
• Correspond with dealers and lienholders via phone or email.
• Close out each day’s work.

Skills

Excellent interpersonal skills

Clear, well-modulated voice

Typing 40 wpm

Basic math skills

High-volume call handling (up to 450)

Communication

English fluency

Education

High School diploma or equivalent

Tools

Ingenuity

MVTRIP

Knowledgebase

Openscape

TextMyGov

Office Communicator

Microsoft Outlook

Word

Internet search engines

Property databases

ZDrive

Job description

A motivated individual with an exemplary attitude and the initiative to take on any additional responsibilities and assignments as requested. Employee follows established policy and procedures and guidelines in performance of duties. Have the capability of setting job priorities to ensure proficiency of job performance. Performs and maintains other office duties including accounting as required for daily operation of the office. Works under the general guidance of the Probate Customer Service Team Lead whose primary role is to provide support, train, and ensure call center efficiency. Help resolve any matters, either by telephone or in person, that may come up during the course of daily events. Work non-standard hours.

Successful applicants must pass a criminal background check and will be subject to a pre-employment physical.

Customer Service

1. Receives and resolves phone calls, including but not limited to: Mandatory Liability Insurance, Titles, New Residents, Motor Vehicles, Boats, Business License, Driver License, and Manufactured Homes.


2. Promptly assess each phone call in order to determine the issue.


3. Use proper tools to convey solutions to the caller, while maintaining a superior level of customer service.


4. Properly obtain customer’s information for fax request documentation, confirm that faxes are sent to lienholders, then process that fax request over whichever location the customer plans to visit.


5. Has the ability to accept and process payments over the phone and mail receipts/stickers.


6. Use multiple telephone and computer systems to handle inquiries, research answers, and assist callers. This includes but is not limited to Ingenuity, MVTRIP, Knowledgebase, Openscape, TextMyGov, Office Communicator, Microsoft Outlook, Word, internet search engines, Property databases, and a shared department ZDrive.


7. Able to share and maintain a call center email, as well as individual emails.


8. Needs to be able to effectively correspond with dealers and lienholders via phone or email.


9. Process payments when the need arises.


10. Process a daily closeout of each day’s work.

1. High School diploma or equivalent.


2. One (1) years’ experience in Probate related field or communications preferred.

Other Characteristics

1. Must be willing to attend additional training.


2. Must be able to wear a lightweight headset while taking calls.


3. Must be able to sit for long periods of time.


4. Must be able to handle a large volume of incoming calls (as many as 450 a day).


5. Must be able to work in close proximity to others, while handling calls.


6. Must be able to operate computer and other office equipment which requires repetitive arm, hand and eye movement.


7. Must be able to maintain confidentiality.

1. Fluency in the English language, both written and verbal.


2. Ability to speak with a clear, well-modulated voice and to use proper grammar.


3. Excellent interpersonal and communications skills to deal tactfully and effectively.


4. Ability to convey concise and accurate information.


5. Ability to respond to difficult or demanding callers.


6. Ability to enforce rules and policies with calmness, firmness, and fairness.


7. Ability to type a minimum of 40wpm.


8. Must be willing to participate in counter training to learn additional skills.


9. Basic math skills needed, to be able to calculate ad valorem, tag fees, and/or sales tax.


10. Must be able to communicate effectively with counter staff in order to obtain information about miscellaneous items, including returned mail.