Customer Service Associate

Job Description

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.

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

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.

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)