Phone Information Center Agent

Job Description and Duties

Under the general supervision of the Supervising Program Technician III (SPT III) in the Phone, Mail, and Filing Unit’s Phone Information Center within the Consumer Assistance Program (CAP), the Program Technician III is responsible for answering inbound calls promptly and professionally, following established procedures. The incumbent must maintain a courteous and patient demeanor throughout all interactions and actively listen to consumer concerns and inquiries.

* Please refer to the "Application Instructions" and "Additional Information" for instructions on how to apply*.

In all job functions, employees are responsible for creating an inclusive, safe, and secure work environment that values diverse cultures, perspectives, and experiences, and is free from discrimination. Employees are expected to provide all members of the public equitable services and treatment, collaborate with underserved communities and tribal governments, and work toward improving outcomes for all Californians.

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Working Conditions

The incumbent works 40 hours per week, Monday through Friday 8:00 a.m. to 5:00 p.m. in an office setting with artificial light and temperature control. The incumbent must be able to frequently remain in a stationary position at a workstation throughout the day and must occasionally position self to perform a variety of tasks including retrieval of files. The incumbent must be able to use a laptop and possess knowledge and experience of Microsoft Outlook, Word, Excel, Adobe Acrobat and be able to navigate within other internal database. Incumbent must possess good communication skills, use good judgment in decision-making, exercise creativity and flexibility in problem identification and resolution, manage time and resources effectively and be responsive to CAP management needs.

Effective July 1, 2025, the State of California implemented the Personal Leave Program 2025 (PLP 2025) which reduces an employee's monthly salary in exchange for leave credits. Employees appointed to this classification will have their monthly salary reduced and will accrue hours of PLP 2025 on the first day of each pay period as outlined on "Section 2113 - Personal Leave Program (PLP)" of the CalHR Manual. The salary range(s) included on this job posting do not reflect the reduction in pay.

Candidates who reside outside of the State of California may be admitted to the job interview. However, they must reside in the State of California once they are hired and start working.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Positive attitude and highly motivated.
• Have excellent customer service skills.
• Ability to analyze information and make decisions in a competent and timely manner.
• Ability to work well with others and maintain good interpersonal relationships.
• Excellent organizational skills.
• Ability to ask effective questions, evaluates information, apply guidelines and procedures, and make accurate and timely decisions.
• Ability to work independently with minimum supervision.
• Ability to handle multiple priorities.
• Excellent verbal and written communication skills
• Ability to maximize utilization of computers to accomplish daily tasks.
• Maintain regular and predictable attendance.

Benefits

Benefit eligibility may be based on job classification, bargaining unit, time base and length of appointment. Detailed benefit information including health, dental and vision, retirement, etc., can be found at CalHR website and the CalPERS website.

ADDITIONAL INFORMATION

Employment information on the STD 678 MUST be completed with dates, duties and responsibilities, and contact names and phone numbers of supervisors. Failure to submit a completed STD 678 may result in you being screened out. Only the most qualified candidates will be invited to an interview.

If you are using education to meet the minimum qualifications, as specified in the classification specification (), please include a copy of your degree or unofficial transcripts with your application package. Please be aware that if you are selected for the position, you will be required to submit official sealed transcripts.
DO NOT include confidential information such as social security numbers, date of birth, marital status, equal employment opportunity data, examination scores, or LEAP information.

Electronic applications through your CalCareer Account are highly recommended.

Applicants who wish to submit hard copy applications shall use the most current version of the State application (STD 678),

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Applicants who fail to submit the most current version of the STD 678 may be disqualified.
• Multiple positions may become available.

Electronic Submission: Application and any applicable required documents may be submitted electronically through Cal Career account. The application packages must be received electronically by 11:59 p.m. on the final filing date as stated on the job vacancy announcement.

U.S. Postal Service Mail: Application and any applicable required documents may be submitted by mail. The envelope must be postmarked before or on the final filing date as stated on the job vacancy announcement.

Hand Delivery: Application and any applicable required documents may be hand delivered by 5:00 p.m. on the final filing date as stated on the job vacancy announcement. Application packages postmarked, personally delivered, or received via interagency mail after 5:00 p.m. on the final filing date will not be accepted for any reason. Do not submit applications to the California Department of Human Resources (CalHR). The drop off location may be non-operational on weekends and holidays.

Please note that the Cal Career system will not allow you to resubmit your application once you withdraw it. If you have any updates to your online application after you have submitted it, please contact the Recruitment Technician at [email protected] . For all other questions regarding your CalHR Cal Careers account, you may contact the Cal Career Unit at (866) 844-8671.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.