Customer Service Representative (Bilingual Required)

Job Description

Job Description

Position Type: Full-Time, Non-exempt

Hours: 8am-4pm Monday-Friday; 37.5 hours/week

Location: Orlando, FL

Who are we?

Founded by concerned citizens in 1953, the Florida Safety Council, a non-profit 501(c)(3) organization, was established to make the roads safer. Our mission is to reduce preventable injuries and save lives through highly effective safety and health training, professional testing and monitoring. We promote safety in every phase of life: in the home, on the road, in schools, businesses, industrial facilities and government.

Why join us?

Our full-time employees enjoy generous PTO, 11 paid holidays, group health, dental, and vision insurance, 2x annual salary life insurance benefit, dependent life insurance benefit, and 401 (k) participation after one year.

All employees enjoy a family-type relaxed atmosphere, work/life balance, birthday recognition, anniversary recognition (5, 10, 15, etc.), and our mission makes the work rewarding!

JOB SUMMARY:

This position requires regular in-person interaction with clients consisting of greeting and registering them for the appropriate service. This position serves as the primary point of contact for customers. The ideal candidate will provide exceptional service by responding to inquiries, resolving issues, maintaining accurate records, and ensuring all customer interactions are handled with the highest level of confidentiality and professionalism. This role requires strong verbal and written communication skills, excellent organizational abilities, and a commitment to accuracy.

DUTIES/RESPONSIBILITIES:

• Respond to customer inquiries via phone and email in a timely and professional manner.
• Resolve customer concerns and complaints while maintaining a positive customer experience.
• Accurately document customer interactions, transactions, and follow-up activities.
• Maintain strict confidentiality of client and company information in accordance with company policies and applicable regulations.
• Communicate clearly and effectively with customers, colleagues, and management both verbally and in writing.
• Review and process customer information with a high degree of accuracy and attention to detail.
• Identify customer needs and provide appropriate solutions, guidance, or referrals.
• Collaborate with internal departments to resolve customer issues and improve service delivery.
• Monitor and follow up on open client cases to ensure timely resolution.
• Adhere to established procedures, service standards, and quality assurance requirements.
• Responsible for accurate data entry such as demographic information and court case information.
• Enroll clients into appropriate court-ordered or voluntary program.
• Determine the appropriate level of DUI program client needs by reviewing motor vehicle reports and archive records.
• Schedule appointments for DUI Programs including Special Supervision Services and Ignition Interlock violations.
• Process client payments with cash and credit cards.
• Verify class attendance in system and provide the client with a certificate of completion.
• Document cash received at the end of each workday according to department policy.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent.
• Minimum of three (3) years of customer service, administrative support, or related experience.
• Minimum of three (3) years of data entry experience.

REQUIRED SKILLS/ABILITIES:

• Fluent in English and Spanish languages.
• Knowledge of standard office software applications.
• Proficient computer skills, including Microsoft Office Suite and data entry applications.
• Strong verbal and written communication skills with the ability to interact professionally with diverse audiences.
• Exceptional attention to detail and commitment to accuracy.
• Strong problem-solving and conflict-resolution skills.
• Ability to multitask, prioritize responsibilities, and manage time effectively.
• Strong interpersonal skills and a customer-focused mindset.
• Ability to work independently and as part of a team.
• Understanding of professional business communication practices, including grammar, spelling, and business correspondence.
• Active listening skills to accurately identify customer needs and concerns.
• Ability to maintain strict confidentiality and exercise discretion when handling sensitive information.
• Ability to remain professional, courteous, and composed when handling difficult customer interactions.

PHYSICAL REQUIREMENTS:

• Ability to remain seated for extended periods while performing computer and telephone-based work.
• Ability to frequently use hands and fingers for typing, data entry, and operating office equipment.
• Ability to occasionally stand, walk, bend, reach, and lift office materials weighing up to 15 pounds.
• Ability to perform repetitive motions such as keyboarding and mouse usage.
• Requires normal range of hearing and vision.
• Ability to work in a standard office environment with moderate noise levels.

FLORIDA SAFETY COUNCIL IS A(N):

• E-Verify Employer
• Drug-free workplace - following Federal and state guidelines - with smoke-free campuses
• Equal opportunity employer, and all applicants will receive consideration for employment without regard to race, color, religion, age, sex, disability, national origin, marital status, protected veteran status or any other characteristic protected by law