Customer Service Representative (Tier 2) Call Center (WRD ESD)

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.

Salary

$32,552-$58,260

Ideal Candidate

This position is for a customer service representative. The ideal candidate will have proven experience in working in a fast-paced call center.

The candidate will possess computer skills with standard software such as Excel, Outlook, and Word. The ideal candidate will respond to customers regarding the start / stop of service, billing, payment, and high consumption.

Prefer at least 2 years of experience interacting with customers, the ideal candidate should be skilled in excellent oral and written communication, skilled in working independently and decision making.

The ideal candidate should be able to multi-task and prioritize workload.

Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Tier 1Tier 2

Duties and Responsibilities

Note : The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below :

• 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.
• Performs other related duties as required.

Duties and Responsibilities

Note : The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below :

• 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.

Job Specifications

• Knowledge of standard call center operations and customer service best practices.
• Skill in the use of service-oriented phrases and techniques to achieve resolution.
• Skill in listening actively to discern customers’ needs.
• 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.

Job Specifications

• Knowledge of standard call center operations and customer service best practices.
• Skill in the use of service-oriented phrases and techniques to achieve resolution.
• Skill in listening actively to discern customers’ needs.
• 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.

Physical Requirements

Employees will be in an office environment in a sedentary position.

Work Category

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.

Physical Requirements

Employees will be in an office environment in a sedentary position.

Work Category

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.

Minimum Qualifications Required

• Graduation from high school or possession of a GED certificate;
• An equivalent combination of experience, education, and training that would reasonably be expected to perform the job-related competencies noted above.

Minimum Qualifications Required

• 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.

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 :

• 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)

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.