Customer Support Specialist II

2 weeks ago

Fort Myers, Florida, United States City of Fort Myers, FL Full time
Salary: $20.22 Hourly

Location: Fort Myers, FL

Job Type: Full-Time

Department: Solid Waste - Container Collection

FLSA: Non-Exempt

Overview

The City of Fort Myers is dedicated to fostering a workplace where employees can thrive and develop long-lasting careers. The salary mentioned represents the complete range for this role, from entry-level to advanced positions.

New employees will typically start at or near the entry-level salary, based on their qualifications and relevant experience.

FLSA Status: Non-Exempt Safety Sensitive: NO Level II Screening: NO

Position Summary:

Under the general supervision of the assigned supervisor, this role involves a variety of office support and administrative tasks, aimed at establishing a positive rapport with the residents of Fort Myers through high-quality customer service. The individual in this position is responsible for delivering exceptional service to both internal and external customers, which may include various Public Works divisions, other City departments, and vendors. This classification encompasses a wide range of duties, with specific tasks assigned based on departmental needs and staffing levels. This position does not include supervisory responsibilities.

Emergency Responsibilities:

Essential Employees may be required to work during declared emergencies, which could necessitate around-the-clock availability 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:
  • 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.
Key Responsibilities:
  • Execute a comprehensive range of customer service functions; 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 customers.
  • Deliver courteous, friendly, and outstanding customer service consistently.
  • Utilize computer systems to process payments, establish new accounts or licenses, modify existing accounts or licenses, and manage related information.
  • Perform data entry tasks.
  • Welcome customers and engage with them daily via phone, internet, or in-person interactions.
  • Investigate customer concerns and complaints, providing effective solutions.
  • Handle clerical duties, including typing correspondence, filing, and managing mail.
  • Receive and process incoming and returned mail.
  • Sort and distribute mail to the appropriate city staff/division, accept incoming packages, notify staff of deliveries, and coordinate outgoing package pickups.
  • May be tasked with 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.
Knowledge, Skills, and Abilities:
  • Familiarity with modern office procedures, methods, and equipment, including computers, typewriters, printers, copiers, and telephone systems.
  • Understanding of business letter writing principles and basic report preparation.
  • Proficiency in English usage, spelling, grammar, and punctuation.
  • Ability to maintain records and reports effectively.
  • Competence in computer applications such as word processing, spreadsheets, and statistical databases.
  • Skill in customer service and public relations techniques.
  • Capacity to comprehend the organization and operation of the City and relevant outside agencies to fulfill assigned responsibilities.
  • Aptitude to interpret and apply general and specific administrative and departmental policies and procedures.
  • Ability to exercise tact and judgment in responding to inquiries and resolving complaints.
  • Capability to implement and maintain 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.
  • Awareness and appreciation of the community's cultural diversity.
  • Clear and concise communication skills, both orally and in writing.
  • Ability to establish and maintain effective working relationships.
Minimum Requirements:
  • 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.
Physical Demands and Working Conditions:

This role typically requires 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.
Work performed is primarily:
  • Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects.
Work Environment:
  • Office environment with prolonged periods of sitting.
  • May require working hours outside the regular schedule, including nights, weekends, and holidays.
To succeed in this role, an individual must effectively perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to fulfill the primary job functions described herein. Since not every duty associated with this position may be explicitly outlined, employees may be required to undertake duties not specifically detailed in this job description, which may be reasonably considered incidental to their responsibilities.

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