Customer Care Specialist

2 weeks ago

Bartow, Florida, United States Polk County - Florida Full time

CUSTOMER CARE SPECIALIST
Building Dept.

Full Time Monday - Friday 8:00am - 5:00pm

Paygrade 11 - $19.51hr.


Must have the physical, developmental, and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated below.

The job description herein provides for the range of duties to be performed. It is not intended to reflect all duties that are required within this position.

MAJOR FUNCTIONS


Assists the public and other employees or officials with Building Division processes according to established procedures; provides information to customers regarding permitting, inspections, and certificates of occupancy, lien searches, and power releases.

Assists customers using online permitting portal and/or kiosks. Performs routine clerical duties following established procedures and responds to inquiries as directed or trained by supervisor.

ILLUSTRATIVE DUTIES
Will include many if not all of the following:

Reportsforwork on time and completeregularlyscheduled shifts
Performs in accordance with established office methods and procedures; follows and adheres to prescribed routine practices, written, and/or oral instructions
Types and utilizes word processing, spreadsheet and permitting software
Interacts professionally with the public, officials, and other employees
Greets and assesses lobby customer needs and routes appropriately
Instructs lobby and phone customers in the use and navigation of the permitting system
Provides hands on training to lobby customers using kiosks to conduct permitting business
Utilizes maps and online databases to retrieve property information required to assist customers in the permitting process
Receives and appropriately distributes permit-related communication, such as mail and emails
Monitors lobby queue to ensure each customer receives needed assistance
Completes, compiles, prepares and maintaining records in various record-keeping systems
Enters Notices of Commencement (NoCs) as needed in permitting system
Drafts, prepares, processes and/or researches forms, letters, reports, summaries, and other documents as needed
Receives, logs and routes incoming checks, plans, and other permitting related documents to appropriate staff member or workflow location according to established office procedures
Acts as support staff to Permit Technicians by assisting with research, communicating with customers, uploading documents into permit records as needed
Assists the Permit Technician on Call (TOC) by logging calls and returning calls, as needed
Routes incoming calls utilizing a multi-line phone system
Acts as switchboard operator as needed
Performs related duties as required

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of the functions of the Building Division and its office procedures, workflows, and practices
Knowledge and ability to use a personal computer, computer terminal, and various software and database information learned from manuals and on-the-job training
Knowledge of business English, punctuation, spelling, and arithmetic
Knowledge of general office practices and procedures and record keeping methods
Ability to perform critical tasks in a fast-paced, high-pressure environment
Ability to understand and follow oral and/or written instructions.
Ability to work independently and adhere to prescribed routines and practices
Ability to learn assigned office tasks and adhere to prescribed routines
Ability to use various maps and GIS tools to identify customer addresses
Ability to use the equipment and terminology used within this work unit
Ability to work independently and problem solve
Ability to prepare or draft routine documents and compose business letters, memoranda and related forms and program materials
Ability to respond professionally to employees, offic als, and the public
Ability to operate and provide general care and maintenance of office machines and equipment
Ability to switch tasks abruptly when directed by a supervisor, based on the needs of the Division
Ability to see and hear to perform required tasks
Ability to sit, bend, stoop, stand, and ambulate independently

MINIMUM QUALIFICATIONS


Graduate of an accredited high school or possess an acceptable equivalency diploma and have a minimum of four (4) years customer service or clerical office experience.

Must be able to utilize all features afforded by word processing and other required software and personal computers utilized by the assigned work unit.

A comparable amount of related training and experience may be substituted for the minimum qualifications with the exception of education requirement.


PREFERRED QUALIFICATIONS
Bi-lingual in English and Spanish
Permitting or construction industry experience
Notary Public

SPECIAL REQUIREMENT


This position may be required to report for work when a declaration of emergency has been declared in Polk County.

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