Customer Care Associate II
2 months ago
Location: Fort Myers, FL
Job Type: Full-Time
Department: Solid Waste - Container Collection
FLSA: Non-Exempt
Position Overview
The City of Fort Myers is dedicated to fostering a supportive work environment where employees can cultivate their careers. The salary mentioned represents the complete range for this role, accommodating both entry-level and experienced candidates.
NEW EMPLOYEES WILL BE COMPENSATED AT OR NEAR THE STARTING POINT INDICATED, BASED ON QUALIFICATIONS AND RELEVANT EXPERIENCE.
FLSA Status: Non-Exempt Safety Sensitive: NO Level II Screening: NO
Under the supervision of the designated manager, this role encompasses a variety of office support and administrative tasks, aimed at establishing a positive rapport with the residents of Fort Myers through exceptional customer service. The individual in this position is tasked with delivering outstanding service to both internal and external clients, which includes various Public Works divisions and other City departments, as well as vendors. This classification is broad, with specific roles assigned to distinct functional areas; responsibilities may overlap based on departmental needs and staffing levels. This position does not entail supervisory duties.
Emergency Responsibilities:
Essential Employees may be called upon to work during declared emergencies, which may involve extended hours for several days on short notice.
Non-Essential Employees will not be required to work during such emergencies, with the determination made by the employee's Department Head.
Benefits and Perks
- Complimentary city-paid health coverage for employees, with additional options for spouses or families.
- Three weeks of Paid Time Off (sick and vacation).
- Thirteen paid holidays.
- Pension plan and optional Deferred Compensation.
- City-paid life insurance.
- Optional vision, dental, and disability insurance.
- Tuition reimbursement.
- Access to an on-site gym facility.
- And much more.
- Execute a comprehensive range of customer service tasks; respond to inquiries; investigate, resolve, and address customer issues and complaints; clarify departmental policies and procedures to the public; assess customer needs and guide them to the appropriate staff member or City department.
- Coordinate service requirements for the department and its customers.
- Deliver courteous, friendly, and exemplary customer service consistently.
- Utilize computer systems to process payments, create new accounts, update existing account information, and manage related data.
- Conduct data entry tasks.
- Welcome customers and engage with them daily via phone, internet, or in-person interactions.
- Investigate customer concerns and provide solutions.
- Handle clerical duties, including correspondence typing, filing, and mail management.
- Manage incoming and outgoing mail and packages.
- May be responsible for generating basic operational reports.
- This position requires regular and reliable attendance and the employee's physical presence at the workplace.
- Perform additional duties as assigned.
- Familiarity with modern office practices, procedures, and equipment, including computers and telecommunication devices.
- Understanding of business letter writing and basic report preparation.
- Proficiency in English language usage, spelling, grammar, and punctuation.
- Ability to maintain accurate records and reports.
- Competence in computer applications such as word processing and spreadsheets.
- Skill in customer service and public relations techniques.
- Ability to comprehend the organization and operations of the City and relevant external agencies.
- Capacity to interpret and apply administrative and departmental policies and procedures.
- Ability to exercise tact and judgment in addressing inquiries and resolving issues.
- Capability to implement and sustain standard filing systems.
- Proficiency in operating modern office equipment and various software applications.
- Ability to work effectively under pressure with frequent interruptions and high public contact.
- Ability to communicate clearly and concisely, both verbally and in writing.
- Ability to establish and maintain effective working relationships.
- High School diploma or GED.
- Two to three years of experience in customer service-related roles, including data entry and computer use; or training that provides the necessary knowledge, skills, and abilities.
- Must possess a valid Florida Driver's License with an acceptable driving record.
This role typically involves the following physical activities:
- Balancing, climbing, reaching, repetitive motion, speaking, standing, stooping, talking, crouching, feeling, fingering, grasping, handling, hearing, kneeling, visual acuity, lifting, mental acuity, and walking.
- Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects.
- Primarily office-based, requiring long periods of sitting.
- May require working hours outside of the regular schedule, including nights, weekends, and holidays.
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