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Customer Service Specialist

2 months ago


Brooksville, United States Hernando County, Florida BOCC Full time

Responsible administrative and public contact work which includes providing information and processing service requests for the Department of Public Works. The following statements describe the principal functions of this job and its scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the work load. Principal Functions Opens and closes the front office for business during normal operating hours. Answers telephone calls, refers callers to appropriate personnel and/or division, and/or records requests for Public Works services for multiple departments within the division, including road maintenance, traffic maintenance, land development, property acquisition/disposition, engineering, traffic engineering, and stormwater engineering. Processes service requests utilizing computer and appropriate software from point of intake to resolution and follows up on overdue service requests for multiple departments within the division. Prioritizes service requests and determines if immediate response is required; contacts appropriate personnel as required. Greets visitors, provides assistance and direction to walk-in customers (citizens/private companies, vendors, utilities representatives, developers, contractors, and county employees). Communicates with other departments regarding the status of service requests and/or referring service requests to proper departments. Assists customers with Right-of-Way Utilization permits, including the review of each application to ensure accuracy and completion, as well as accepting permit fee(s) and issuing of receipts. Ensures that the correct information is noted on both the receipt, application, and log book for accounts receivable purposes. Opens and processes both interoffice and incoming mail and other deliveries. Prepares outgoing mail, FedEx and UPS pick-ups, etc. Assists the Accounting Clerk III with the delivery, reconciling and distribution of office supplies. Reserves and processes requests for utilization of divisional conference rooms and equipment for both internal and external departments. Works closely with other administrative staff, field supervisors, and managers regarding service requests and citizen inquiries for multiple departments within the division. Enters requests for DPW building issues into the Facilities web-based work management system for staff to process emergency facilities service requests. Maintains a filing system for all service requests received for multiple departments within the division. Other duties as assigned. Regular attendance. Emergency Response County employees are required to report for work during a state of emergency and are subject to recall around the clock for emergency response operations which may include duties other than those specified in this job description. Minimum Qualifications High School diploma or equivalent. Two (2) years of experience in customer service with duties involving frequent public contact in a general office setting and use of computers. A combination of education and experience may be substituted at the County’s discretion. Skills Proficiency in Outlook, Word, Excel, and various other software programs. Knowledge and experience utilizing work management programs (preferred). Licenses, Certifications, or Registrations Must possess and maintain a valid Florida Driver’s License with an acceptable driving record as defined by current insurance carrier. Must possess or be able to obtain within 90 days of employment, certification in NIMS/Incident Command Courses IS100PWb, IS200, and IS700. Required Competencies Knowledge of general office practices and procedures. Knowledge of or the ability to quickly grasp an overview of county services. Ability to communicate clearly and concisely, both verbally and in writing. Effectively communicate with citizens, county staff, and the general public in a courteous, tactful and considerate manner. Skill in the operation of a personal computer and general office equipment. Ability to access, input and retrieve information from a computer. Ability to work with minimal supervision and initiative to follow-up to ensure service requests are resolved in a satisfactory manner. Knowledge of or the ability to gain knowledge of inter-county departmental functions. Equipment Used Personal computer, copier, scanner, typewriter, fax, 10-key calculator, mobile radio, and multi-line phone system. Physical Abilities While performing the duties of this job, the employee is required to sit, stand, walk, bend, talk, and hear; handle repetitive motion. Work is sedentary and exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force to lift, carry, push, pull, or otherwise move objects. Environmental Conditions Work is performed primarily in an office environment working closely with others in occasional noisy office conditions, including computer and printer noises. Works in a safe and secure work environment that may periodically have unpredicted requirements or demands. Pay Grade: 1 Hernando County Board of County Commissioners (BOCC) is an Equal Opportunity Employer and does not discriminate on the basis of sex, race, color, religion, gender, orientation, national origin, age, marital status, veteran status, genetic information, pregnancy, disability, or any other protected characteristic as defined by law. Hernando County is a Drug-Free workplace. All employees are subject to drug testing in accordance with Federal and Florida State Law. Applicants requiring reasonable accommodations as defined by the Americans with Disabilities Act, must provide notification to the BOCC in advance to allow sufficient time to provide an accommodation. #J-18808-Ljbffr