Job Purpose:To deliver excellent customer service by handling customer calls efficiently using the violation software and call center phone systems to research and troubleshoot customer inquiries.Duties and Responsibilities:• Responds to incoming calls promptly and professionally, maintaining a courteous tone and using proper grammar and diction.• Investigates and troubleshoots customer inquiries related to various enforcement programs within communities.• Records detailed call comments in the system on a daily basis.• Alerts the Call Center Manager about escalated issues in a timely manner.• Offers customer support in processing transactions, particularly credit card payments for violations.• Checks work email and other communication channels regularly.• Identifies team issues and concerns, proposing resolutions to the Call Center Manager.• Assists the Call Center Manager in the training and monitoring of Call Center Representatives for their phone calls, notations, and reports.• Participates in the hiring process, onboarding, training, and development of Call Center Representatives under the guidance of the Call Center Manager.• Takes part in employees' annual performance appraisals and issues disciplinary warnings as needed.• Performs additional duties as assigned.