Customer Services Technician II (Development Services)

Job Title

Performs all duties relating to customer service, including greeting customers, agency employees, and government officials, answering telephones, providing customer information and compiling data, referrals to other agencies, research records to provide information to management and other agencies, and other duties as assigned by supervisor, other management personnel, or designated employee.

Examples Of Duties

The following statements describe the principal functions of this job and its scope of responsibility but shall not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload.

• Serves as the point of contact for customer service-related issues for the department.
• Assists customers in resolving permit deficiencies or other issues to meet compliance with applicable land use regulations.
• Responds to inquiries regarding land use matters and zoning verifications.
• Reviews and verifies zoning for residential and commercial properties.
• Performs data entry as needed.
• Responds to building permit status inquiries.
• Performs license verification checks for the public and contractors.
• Schedules inspections.
• Trains new employees and other agencies when necessary.
• Regular attendance and occasional use of County vehicle.
• Performs other reasonable related duties as assigned by immediate supervisor or other management personnel.

Emergency Response County employees are required to report for work during a state of emergency and are subject to recall around the clock for emergency response operations which may include duties other than those specified in this job description. Employees may request an exemption from this requirement by submitting the appropriate exemption form, subject to review and approval.

Typical Qualifications

Minimum Qualifications

• Graduation from an accredited high school or possession of an acceptable equivalency diploma (GED).
• Three (3) years of experience in duties involving frequent public contact and/or secretarial work, neighborhood coordinating experience and/or work in a public service field.

A combination of education, training and experience may be substituted at the County's discretion.

Licenses, Certifications, or Registrations

• Must possess and maintain a valid Florida Driver's License or must obtain within 30 days of establishing residency in Florida and be insurable by current insurance carrier, or valid Florida Identification Card is acceptable only for positions not required to drive a county vehicle.
• Must have or be able to obtain certification within three (3) months of employment in FEMA National Incident Management System (NIMS) courses:
• IS-100.c: Introduction to the Incident Command System (ICS)
• IS-200.b: ICS for Single Resources & Initial Action Incidents
• IS-700.b: An Introduction to the National Incident Management System

Required Competencies

• Knowledge of standard office practices and procedures. Prior knowledge of or ability to quickly grasp an overview of county services.
• Ability to interact courteously and efficiently with the public and other representatives, responding to various citizen situations, as well as irate citizens, making sure issues are resolved satisfactorily.
• Ability to learn technical vocabulary and acquire basic knowledge of County Ordinances necessary for understanding and relaying information.
• Good working knowledge of MS Word to prepare and format letters and forms, using correct grammar and punctuation.
• Good working knowledge of MS Excel to create and update spreadsheets and use basic formulas.
• Good working knowledge of MS Outlook, personal computers, tablets, and general business machines.
• Ability to create and maintain digital filing system and prepare and maintain reports.
• Knowledge of Hernando County and ability to read maps, conveying information from the permitting system, licensing system or other agency websites to the field investigator in the field via phone.
• Must be able to handle citizen complaints and make frequent contact with the public in a professional and helpful manner.
• Must be flexible and calm when responding to various citizen situations, including irate citizens by phone or at the office, making sure issues are resolved satisfactorily.
• Must be flexible when asked to make changes or learn something new and with daily work, responsibilities, and requests.
• Ability to work without constant supervision and initiative to take on new or revised tasks.
• Ability to correctly interpret and carry out written and oral instructions.

Supplemental Information

Physical Requirements/Work Environment

• Requires sitting most of the day.
• The job involves frequent lifting and carrying up to 10 pounds, and occasionally up to 20 pounds.
• The job requires frequent bending, twisting, and occasional squatting, climbing, kneeling, and balancing.
• The job requires the completion of tasks that involve simple grasping, pushing, pulling, fine manual manipulation, and typing.
• The job requires normal visual acuity and field of vision, depth perception and color vision, hearing, and speaking.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Pay Grade: 3 Salary Disclosure: Pay rates are based on policy, education, skill, experience level and internal equity.

VETERANS' PREFERENCE: Under Section 295.07, F.S., Chapter SSA-7, Hernando County BOCC provides to veterans, that preference in appointment will be given to preference-eligible applicants.

PLEASE REVIEW THE MINIMUM REQUIREMENTS ON POSTING AND COMMUNICATE HOW YOU MEET THE MINIMUM REQUIREMENTS IN YOUR APPLICATION/RESUME. MINIMUM REQUIEMENTS MUST BE MET TO BE CONSIDERED. All applications will be carefully reviewed to evaluate qualifications and overall suitability for the position. The relevance, scope, and length of related work experience, training, and education outlined in the application and resume will be considered during the screening process. Selected applicants will be contacted to participate in interviews. Candidates are encouraged to clearly document all pertinent experience, including relevant knowledge, skills, or abilities gained outside of traditional employment, in the additional information section of the application.

Hernando County Board of County Commissioners (BOCC) is an Equal Opportunity Employer and does not discriminate on the basis of sex, race, color, religion, gender, orientation, national origin, age, marital status, veteran status, genetic information, pregnancy, disability, or any other protected characteristic as defined by law.

Hernando County is a Drug-Free workplace. All employees are subject to drug testing in accordance with Federal and Florida State Law.

Applicants requiring reasonable accommodations as defined by the Americans with Disabilities Act, must provide notification to the BOCC in advance to allow sufficient time to provide an accommodation.

Benefits

Join our team! Our benefits are designed to enhance your work and life balance, as well as the community we serve. Hernando County offers a comprehensive benefits package to eligible employees including health care, dental, vision, Florida Retirement System (FRS), voluntary deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, and paid time off plans. To learn more details, visit our benefits page: Benefits | Hernando County