Call Center Representative

Job Summary Under general supervision, this position provides high-quality customer service via telephonic and digital channels. The role involves detailed clerical work, accurate data entry, and the application of departmental policies and procedures to resolve customer inquiries, process requests and maintain records. Essential Job Functions The list of essential functions and responsibilities outlined below are intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed if such functions are a logical assignment to the position. Delivers courteous and professional customer service via telephonic and digital communication channels to resolve customer inquiries, complaints and concerns in accordance with existing policies and procedures Identifies customers’ needs through active listening, then utilizes available resources, i.e., internal systems, to research and provide solutions and/or alternatives Guides customers through required steps to complete transactions, including form submissions, payment processing and account updates Assist customers with navigation of online platforms as applicable Generates correspondence, notices and/or reports according to established policies and procedures Accomplishes scanning/imaging of documents, to include accurate logging of document(s), into case management system and/or other system(s) as required Processes incoming mail to include, but not limited to: receiving, filtering, clocking, and managing as appropriate; as necessary, routing to appropriate functional area, individual, interdepartmental function, judiciary, external partner, etc Updates reference materials and/or information database resources for internal and general public’s usage Displays consistency and punctuality in attendance Adheres to established organizational, and departmental, productivity standards Complies with company policies and procedures Pursues tasks/functions within process to promote efficiency and effectiveness Skills and Abilities Required Proficiency in both oral and written communications, to include possessing ability to follow complex oral and written instructions Ability to establish and maintain effective working relationships with colleagues, the general public, internal and external partners (to include legal community and governmental agencies), and judiciary Capacity to converse with customers and address their needs in a professional, courteous, and tactful manner, as well as ability to exercise control when encountering challenging situations Fundamental computer skills to quickly and accurately enter data Working knowledge of general office procedures, administrative and clerical procedures, task prioritization/organization and general office equipment functionality Ability to learn and comprehend specialized information specific to assigned tasks/functions, i.e., codes, rules, policies, procedures, forms, legal terminology, etc., and appropriate application of such knowledge to accomplish tasks/functions in an accurate and efficient manner Focus on attention to detail Recognition and adherence to time standards, deadlines and workflow fluctuations Ability to use discretion with confidential and/or sensitive information Interpret, comprehend and comply with state and federal guidelines, as well as legal advice restrictions, relating to the Clerk & Comptroller’s Office Maintain accuracy and productivity in a fast-paced environment in which frequent interruptions and simultaneous tasks occur Education and Experience Required High School Diploma or GED, supplemented by one(1) year of recent and relevant experience Physical Demands Ability to operate a motor vehicle (some travel may be necessary) Walking, standing or sitting for an extended length of time Periodically, some stooping, lifting and bending necessary Must be able to lift 30 lbs Key Competencies of Position Accountability & Dependability – takes personal responsibility for the quality and timeliness of work and achieves results with limited supervision Adaptability/Flexibility – ability to react positively to shifting business needs, conditions, work responsibilities Attention to Detail/Accuracy – diligently focuses on details and pursues quality in tasks Customer Focus – builds and maintains customer satisfaction Development & Continual Learning – displays an ongoing commitment to expanding knowledge and self-improvement Drive & Determination – increased positivity and desire to achieve things in and efficient and effective manner Leadership Ability – motivating, influencing and supporting others in pursuance of team and organizational goals Office Technology – ability to utilize equipment, internal software and applicable web-based applications to meet organizational needs Stress Tolerance – maintains composure in highly stressful/adverse situations Tact – diplomatically handles challenging and/or tense situations Teamwork – promotes cooperation and commitment within team to achieve goals and recognized milestones ADA Compliance The Okaloosa County Clerk of Courts is an Equal Opportunity Employer. ADA requires the Clerk of the Court to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations. Equal Opportunity Employer The Okaloosa County Clerk of Court provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Clerk’s Office complies with applicable state and local laws governing nondiscrimination in employment in every location in which there are facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. #J-18808-Ljbffr