Hillsborough County - Florida
Customer Service Representative
This job is now closed
Job Description
- Req#: 1196
- Is bilingual, and able to read, speak, and write in both English and Spanish.
- Possesses knowledge of standard call center operations and customer service best practices.
- Is skilled in listening actively to discern customers’ needs.
- Generous PTO & Holiday Plan
- Health Plans
- Health Savings Account
- Dental & Vision Plans
- Employee Assistance Program (EAP)
- Healthcare Flexible Spending Account
- Dependent Care Flexible Spending Account
- Tuition Reimbursement
- Cafeteria Benefit
- Life Insurance
- Short & Long-Term Disability Insurance
- Uses office equipment and software to receive and respond to customer requests and complaints, document needs and concerns, and refer customers to other parties.
- Establishes and updates customer records, makes account adjustments, and processes payments.
- Demonstrates exemplary customer service skills and etiquette while communicating with customers both verbally and in writing.
- Schedules services and/or dispatches service providers based on set parameters. Communicates with operational teams at designated times and when changes will affect work plans and/or customer needs or solutions.
- Operates systems and software to find, verify, and enter information, distribute information or correspondence, and to track/report time spent on various tasks.
- Reconciles/updates customer accounts, funding sources, and billing systems.
- Applies designated procedures, guidelines, tools, and resources to accomplish job duties.
- Coordinates with other departments, organization, or service providers based on customer needs and established guidelines.
- Follows up with customers at designated frequency, intervals or sets of circumstances to give updates, provide notification or guidance, and request information or feedback.
- Provides customer service support or related duties when required by the Office of Emergency Management.
- Investigates complaints, account discrepancies, and system issues.
- Reconciles/updates customer accounts, funding sources, and/or billing systems for advanced and emergency needs.
- May serve as team lead for other customer service representatives in the department/work unit.
- Resolves customer service challenges that don’t fit standard solutions.
- Performs other related duties as required.
- Skill in the use of service-oriented phrases and techniques to achieve resolution.
- Ability to evaluate customer information to determine course of action.
- Ability to communicate effectively both orally and in writing.
- Ability to work effectively with others.
- Ability to perform accurate computations and verifications of data.
- Ability to use computer and software to quickly and accurately enter data.
- Ability to coordinate and oversee the work of others and perform team lead duties.
- Employees will be in an office environment in a sedentary position.
- Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
- Graduation from high school or possession of a GED certificate; AND
- Two years of experience as a customer service representative in a call center;
- An equivalent combination of experience, education, and training that would reasonably be expected to perform the job-related competencies noted above.
- Maintain the ability to pass the background checks required for the position. These background checks may include but are not limited to:
- Criminal History Background Check using Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS)
- Level 1 and Level 2 Background screening (Ch. 435 Florida Statutes)
- Child Abuse, Abandonment and Neglect Record Check using the State Automated Child Welfare Information System (SACWIS)
- Sex Offender and Sexual Predator record check using the list maintained by the Florida Department of Law Enforcement (FDLE)
- Possess the necessary job-related license(s) or certification(s) that may include possession of a Florida Driver License (Class E) or an applicable Commercial Driver License (CDL)
Job Overview
This position is responsible for resolving routine to complex or escalated customer service matters and performing front-line customer service duties in call centers, offices, and customer intake areas.
Ideal Candidate
Salary
$32,552 - $41,496
Benefits
Click HERE to view our Benefits at a glance
Job Duties & Responsibilities
Job Specifications
Physical Requirements
Work Category
Minimum Qualifications Required
OR
Emergency Management Responsibilities
In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, the County’s Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.
Additional Job Requirements
A department, depending on the nature of its mission and operations, may require that employees in all or certain positions in this job classification:
Career Progression
Employees in this classification that acquire the competencies and minimum qualifications for the next tier will be able to apply for promotional opportunities through a competitive selection process. Employees will not automatically be upgraded to the next tier. Reclassifying a position is based on business need and financial impact and is not based solely on the job competencies or qualifications of the incumbent.
About the company
Hillsborough County is a county located in the west central portion of the US state of Florida.