Client Support Specialist

2 weeks ago

Tampa, Florida, United States Hillsborough County Full time

Position Summary

The Client Support Specialist is responsible for addressing inquiries related to County government services and programs efficiently. This role involves assisting clients in articulating their needs or concerns while managing a variety of customer service tasks in a call center setting. The ideal candidate will demonstrate a commitment to high-quality service, exhibit adaptability in a dynamic environment, and possess excellent verbal and written communication skills.

Ideal Candidate Profile

  • Familiarity with standard call center protocols and customer service excellence.
  • Proficient in active listening to accurately identify client needs.
  • Strong written and verbal communication abilities.
  • Basic understanding of office procedures and clerical tasks.
  • Competence in utilizing relevant software and technology.
  • Exceptional multitasking skills and attention to detail.
  • Capacity to manage repetitive tasks consistently.
  • Quick to adapt to procedural changes.
  • Ability to maintain composure under pressure while displaying empathy.

Compensation

Salary range: $32,552 - $42,328

Employee Benefits

Core Competencies

  • Customer Focus - Actively seeks to understand client needs and deliver superior service.
  • Professionalism and Integrity - Upholds ethical standards and fosters trust within the organization and with the public.
  • Commitment to Excellence - Takes responsibility for personal effectiveness and strives for continuous improvement.
  • Team Collaboration - Works cooperatively with others to achieve shared goals through trust and open communication.

Responsibilities

The following responsibilities are indicative and not exhaustive. Employees may be required to perform similar or related tasks as needed:

  • Utilize office technology to manage customer inquiries and document concerns.
  • Maintain and update client records accurately.
  • Exhibit outstanding customer service skills in all communications.
  • Schedule services and coordinate with service providers as necessary.
  • Operate systems to verify and enter information, ensuring accurate tracking of tasks.
  • Reconcile and update client accounts as required.
  • Apply established procedures and guidelines to fulfill job responsibilities.
  • Collaborate with other departments to meet client needs effectively.
  • Follow up with clients to provide updates and gather feedback.
  • Support emergency management operations as needed.
  • Investigate and resolve complaints and discrepancies.
  • May lead a team of customer service representatives as required.
  • Address unique customer service challenges with innovative solutions.
  • Perform additional duties as assigned.

Job Specifications

  • Knowledge of call center operations and customer service principles.
  • Proficient in professional communication techniques.
  • Skilled in active listening to identify client needs.
  • Ability to assess client information to determine appropriate actions.
  • Effective oral and written communication skills.
  • Ability to collaborate effectively with colleagues.
  • Capable of performing accurate data computations and verifications.
  • Proficient in using computers and software for data entry.
  • Ability to manage multiple systems and update records promptly.
  • Competent in typing and data entry across various platforms.
  • Capable of overseeing the work of others and performing leadership duties.

Physical Requirements

  • Position involves sedentary work in an office environment.

Work Category

  • Sedentary Work - Involves minimal physical effort, primarily sitting, with occasional light lifting.

Minimum Qualifications

  • High school diploma or GED; AND
  • Two years of experience in a call center customer service role;

OR

An equivalent combination of experience, education, and training.

Emergency Management Duties

Employees may be required to fulfill responsibilities during emergencies as directed by their department or the County's Office of Emergency Management.

Additional Requirements

Depending on departmental needs, employees may be required to:

  • Pass background checks, including criminal history and child abuse checks.
  • Hold necessary job-related licenses or certifications.

Career Advancement

Employees who meet the qualifications for higher positions may apply for promotional opportunities through a competitive process.

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