JOB TITLE: Call Center Agent (PT) JOB GROUP:
Position (PCN) Number: 275623001 Org Key: AA_27571
The Call Center Associate answers incoming calls to the WIC Call Center and handles requests from the public for new or
rescheduled WIC appointments, formula exchanges, complaints or other general information questions. The Call Center Associate
uses a computer data base to schedule or reschedule appointments for applicants at all WIC sites managed by Harris County Public
Health and Environmental Services (HCPHES) WIC Program.
TASKS & RESPONSIBILITIES: %
I. Appointment Duties 50
A. Courteously answers incoming calls to the WIC Call Center following guidelines for telephone etiquette and positive
B. Makes appointments in the data base system for new or rescheduled WIC clients according to policies and procedures.
C. Communicates with appropriate WIC site contacts regarding changes or customer service issues within required time
II. Customer Service Duties 40
A. Handles all client calls with a positive and service-oriented attitude.
B. Provides services to clients in appropriate language, requesting interpreter services as needed.
C. Resolves all issues or requests thoroughly through appropriate referral information or transfer to appropriate staff.
D. Gives accurate and appropriate information to all callers according to WIC and HCPHES Policies and Procedures
E. Explains and assures WIC clients understand all requirements for Program application according to policies and
F. Promotes breastfeeding as the optimal way to feed all infants.
G. Interacts with WIC clinic staff and other internal customers in a positive and service-oriented manner.
H. Observes client confidentiality at all times.
III. Clerical Duties 5
A. Completes required forms and reports for efficient and organized operation of Call Center.
B. Attends and participates in staff meetings and in-service training sessions.
C. Continuously seeks out ways to improve client services and Program quality.
D. Participates in self-audit activities as needed to include telephone surveys to evaluate client satisfaction
E. Participates as a member of in-house committees or special activities as assigned
IV. Performs other duties as assigned, including special tasks involved in responding to an emergency event. 5
SUPERVISORY RESPONSIBILITIES: (Titles of three highest level subordinates)
PHES Job Description, Pg. 1
(The following section of the Position Description is to be completed by the supervisor.)
UPON ENTRY TO THIS POSITION, AN EMPLOYEE NEEDS THE FOLLOWING KNOWLEDGE, SKILLS, AND
ABILITIES IN ORDER TO PERFORM THE JOB FUNCTIONS IN A SATISFACTORY MANNER:
High school diploma or equivalent is required.
LICENSE(S) AND/OR CERTIFICATION(S) REQUIRED:
EXPERIENCE REQUIREMENTS: (Amount and Type)
One year of work experience is required. Successful completion of training as an Office Assistant, Office Manager, or Administrative
Technician may substitute for the year of work experience. Work experience in WIC is preferred.
Data entry experience is preferred
COMPUTER PROFICIENCY: (Be specific as to the amount and type of software and/or hardware knowledge required and the proficiency level
of skills required, i.e., basic, intermediate, or advanced)
Must be able to type/keyboard at 35 wpm minimum.
SPECIAL SKILLS AND/OR ABILITIES:
Bilingual English/Spanish or English/Vietnamese is required.
PHYSICAL REQUIREMENTS: (if any)
Position requires sitting at a desk with a computer monitor and telephone headset for several hours at one time.
Employee must be in good health and physical condition sufficient to permit the full performance of the duties of this position.
DESCRIBE THE GUIDELINES AND SUPERVISION AN EMPLOYEE RECEIVES IN ORDER TO DO THIS JOB. HOW
MUCH INDIVIDUAL INDEPENDENCE AND DISCRETION DOES THE EMPLOYEE HAVE WHEN DOING THIS JOB?
Employee will work under the direct supervision of the Call Center Supervisor and is expected to work as an integral member of the
WIC Call Center team. Employee will be trained in all aspects of WIC Program function and may spend time working in a WIC
Center to learn the residency and income process. Employee will courteously answer calls received in the Call Center handling new
and rescheduled appointments, customer service complaints, referrals to other agencies and troubleshooting any client concerns or
questions. Employee is expected to be familiar with the Department of State Health Services WIC Program Policy and Procedure
Manual, the Texas WIN System Manual, the HCPHES Personnel Regulations and any other procedure manuals related to the
functions of the Call Center. The employee is expected to be well-integrated with all WIC Administration functions and will receive
support from program area staff, when needed.
Employee must be able to handle stress from irate or belligerent clients. Employee must be able to assertively confront customer
service issues as they occur, handling them without personal bias and with a positive attitude toward problem resolution. Employee
may be required to be on 24 hour call during disaster. Employee must be able to perform work quickly, yet, efficiently during peak
SUPERVISOR’S SIGNATURE: DATE SIGNED:
EMPLOYEE’S SIGNATURE: DATE SIGNED:
PRINT EMPLOYEE’S NAME:
Form Revised 6/22/04