Job Information
Goodwill of the Finger Lakes Information Specialist (EPA) in Rochester, New York
SUMMARY:
Provide all necessary services and expert solutions as prescribed by EPA in responding to federal, state and local governments, the general public and private sectors in response to issues involving the National Lead Information Center, Federal Lead Based Paint Program Information Help Line, and Toxic Substance Control Act. Interpret, explain and apply regulations, laws and complex policies to carry out assignments. Have the flexibility to change assignments as volume dictates. Access data using a computerized system; maintain customer database, research and follow-up with customers accordingly.
Subscribes to and promotes Goodwill of the Finger Lakes’ mission, vision and values. Functions as an active Call Center team member to achieve organization and department goals.
Core competencies needed to be successful in this job include: Dealing with Ambiguity, Composure, Customer Focus, Ethics and Values, Function/Technical Skills, Listening, Organizing, Patience, and Self Development.
ESSENTIAL DUTIES AND RESPONSIBILITIES.
Other duties may be assigned.
Must be able to work contract hours and flexible to work rotating shifts.
Answer inbound calls using customer-oriented telephone etiquette, greets callers, establishes rapport, and projects professional tone.
Manage and respond to all contract traffic (telephone calls, emails, faxes, etc.) within established service standards.
Operate a workstation to obtain and extract information from various prescribed sources and thoroughly document information, activities and changes in the database.
Become a subject matter expert in one area with the knowledge enough to back up the other areas as needed.
Competently analyze and prioritize information to make appropriate recommendations.
Communicate technical information related to lead poisoning, federal lead based paint program and/or the Toxic Substance Control Act. Respond to customer inquiries by referring to published materials.
Places follow-up calls/emails in response to customer inquiries.
Work with EPA Team to attain serviceability improvement and process enhancements.
Performs standardized or prescribed assignments involving a sequence of related procedures.
Follows standard work methods on recurring assignments but receives explicit instructions on unfamiliar assignments.
Performs at this level one or a combination of such typical duties as:
12.1. Following specific instructions, giving detailed explanations, and providing comprehensive recommendations.
12.2. Providing information service, such as answering questions regarding inquires/procedures.
Contribute to the overall efficiency and effectiveness of the department and the organization by performing all other duties as assigned.
Must be able to demonstrate proficiency in Microsoft Office Products and Internet Navigation, familiarity with adaptive technology (JAWS and/or Magic) applications.
Ability to interact well in a team environment.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required. Individual must be Visually Impaired or Blind.
EDUCATION and/or EXPERIENCE:
Associate’s Degree in related field preferred. A minimum of two years of experience in customer service/call center industry and/or an equivalent combination of education and experience.
LANGUAGE SKILLS:
Ability to clearly communicate concepts, processes and methods to enhance learning and skill building. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
REASONING ABILITY:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
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.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects or keyboard and reach with hands and arms. The employee is occasionally required to stand, walk, and sit. The employee must regularly lift and/or move up to 10 pounds and may occasionally lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet/moderate.