311 Lead Operator

DATAMARK, Inc. is currently seeking a detail-oriented and experienced 311 Lead Operator to join our team. As a leading provider of business process outsourcing solutions, DATAMARK helps organizations worldwide manage their operations more efficiently and effectively. The 311 Lead Operator will play a crucial role in handling incoming calls and managing requests for information and assistance from the public.

In this role, the 311 Lead Operator will be responsible for answering calls, assessing caller needs, and providing accurate and timely information or routing calls to the appropriate department. Initiating the startup process at the beginning of the shift and addressing any and all questions. Supervising and training 311 operators, ensuring that they adhere to established procedures and protocols. They will monitor the quality and accuracy of data entry work, provide feedback and coaching to 311 operators, and identify areas for improvement. The 311 Lead Operator will also monitor call quality and provide feedback to improve customer service. Making sure that the Supervisor is kept informed of departmental issues as they arise. Assisting the Supervisor with the employee reports and client reports. Helping the Supervisor access the workflow to ensure that the client’s expectations are realized.

Responsibilities

• Answer incoming calls and provide information or route calls to appropriate department
• Assess caller needs and provide accurate and timely assistance
• Maintain detailed records of calls and perform data entry tasks
• Train and supervise other 311 operators
• Monitor call quality and provide feedback to improve customer service
• Assist in developing and maintaining call scripts and protocols
• Handle escalated or complex calls as necessary

Requirements

• High school diploma or equivalent
• At least 1 year of experience in a call center or customer service role
• Must be a U.S. Citizen
• Strong communication and interpersonal skills
• Excellent problem-solving and decision-making abilities
• Proficient in using call center software and applications
• Detail-oriented with strong organizational skills
• Ability to work independently and as part of a team
• Knowledge of 311 systems and processes is a plus

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources