Customer Service Specialist

2 weeks ago

Fort Myers, Florida, United States Lee County Tax Collector Full time
Job Overview

Starting Hourly Rate: $17.50/hour - Bilingual (English/Spanish)


Position Summary

The Customer Service Specialist plays a vital role in facilitating a comprehensive range of service delivery tasks that bolster the operations of the Call Center team while engaging effectively with our clientele. This position is essential in maintaining the operational efficiency of the call center by ensuring that individual service metrics meet or surpass established standards, aligning with our commitment to operational excellence and high-quality customer service.


Key Responsibilities

  • Assists customers with inquiries related to tax collector services and processes payments via telephone or mail; manages various forms, titles, documents, payments, and applications; accurately posts payments to the appropriate accounts.
  • Conducts audits and verifications to ensure that funds are processed correctly and in accordance with departmental protocols; reconciles daily revenues with end-of-day totals.
  • Addresses customer inquiries or issues, investigates problems, and initiates resolutions.
  • Delivers on the mission of providing exceptional customer service swiftly and efficiently.
  • Performs general clerical duties; maintains and updates customer records as necessary.
  • Offers information to customers on a variety of transactions related to Motor Vehicle, Driver License and Identification Card, Business Tax Receipt, Real Estate Property Tax, Concealed Weapon, and Hunting and Fishing.
  • Collaborates with management and partner agencies as required to coordinate work activities, review work status, exchange information, or resolve issues.
  • Stays informed on policies, procedures, bulletins, relevant laws, and agency updates.
  • Demonstrates moderate proficiency in functional areas.
  • Undertakes additional duties as assigned.

Qualifications:

1. High school diploma or GED; supplemented by experience in customer service or call center operations and cash handling; or an equivalent combination of education, certification, training, and/or experience. Proficiency in Microsoft Office and a valid Florida driver's license are required. A Bachelor's degree in Business Management or a related field and the ability to communicate in a second language are preferred.

2. Strong communication and interpersonal skills; proven problem-solving abilities; well-organized with effective time management skills.

FLSA Status

Work is conducted under general supervision with limited latitude. The position requires some judgment to be exercised in accordance with well-defined policies, procedures, and techniques.

Work Environment

Physical Requirements: Tasks necessitate the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing, and/or pulling of light objects (5-10 lbs.). Tasks may require extended periods at a keyboard or workstation.

Sensory Requirements: Certain tasks require the ability to perceive and differentiate visual cues or signals, as well as to communicate effectively both orally and in writing.

Environmental Conditions: Essential functions are typically performed without exposure to adverse environmental conditions.

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