Customer Service Representative-Contact Center

Job Title

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

The ideal candidate will possess excellent interpersonal and customer service skills, with the ability to communicate clearly and professionally with a diverse customer base. They will demonstrate strong language proficiency to support effective communication, and candidates should be prepared to discuss their ability to read, write, and speak English proficiently, (Spanish is a plus). Additionally, the ideal candidate will demonstrate strong written and verbal communication abilities, ensuring all interactions are courteous, accurate, and effective.

This candidate will have at least one year of experience working in a high-volume call center environment, showcasing their capability to manage multiple tasks efficiently while maintaining high-quality service standards. They will be proficient in using computers and software applications to accurately enter and manage data in a timely manner.

The ideal candidate will also be adaptable to a rotational work schedule, which includes both teleworking and in-office responsibilities, and will be dependable on meeting attendance and performance expectations in both settings.

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)