Customer Service Representative-Contact Center (After-hours)

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

Hiring Range (annual) $34,320.00 – $43,680.00

*Internal rates may vary based on the selected candidate’s current grade

Ideal Candidate

This position is part of the After-Hours Emergency Team. The ideal candidate will have strong interpersonal and customer service skills, with the ability to communicate clearly and professionally with a diverse group of customers. Candidates should be prepared to discuss their proficiency in reading, writing, and speaking English; Spanish proficiency is a plus. Strong written and verbal communication skills are essential to ensure all interactions are courteous, accurate, and effective.

The ideal applicant will have at least one year of experience in a high‑volume call center environment, demonstrating the ability to manage multiple tasks efficiently while maintaining high service standards. Candidates should be comfortable using computers and common software applications to enter and manage data accurately and promptly.

This role requires flexibility to work a rotational schedule that includes both telework and in‑office shifts. Reliability in attendance and performance is essential in both settings.

Candidates should have proven experience working in a fast‑paced call center and be proficient with standard software such as Excel, Outlook, and Word. Responsibilities include responding to emergency after‑hours calls from customers and the public regarding water and wastewater transmission lines and wastewater lift stations, as well as dispatching appropriate personnel through an on‑call supervisor. The candidate will also assist customers with starting or stopping services. At least two years of customer interaction experience is preferred. The ideal candidate will be able to multi‑task, manage workload effectively, and work shift schedules, including weekends and holidays.

Bilingual preferred, not required.

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.

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.
• 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.

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; OR
• 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:

1. 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)

1. 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)