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Hillsborough County Government

Customer Service Analyst (#CUSVANGENK) GENK
$15.15-$24.06 Hourly / $2,626.00-$4,170.40 Monthly / $31,512.00-$50,044.80 Yearly


Resolves escalated, advanced, or complex customer service matters in call centers, offices and intake areas. Applies heightened judgment and decision-making to elicit and provide advanced information, and to authorize special services and account adjustments. Demonstrates exemplary customer service skills to efficiently, effectively, and courteously resolve customer requests, complaints, and needs of escalated, advanced or complex natures. Assists in supervision of daily call center activities and special projects, to include training personnel as well as developing and implementing new procedures and guidelines.


High School Diploma or GED (required); and three years as a customer service representative in a call center


An equivalent combination of experience, education, and training that would reasonably be expected to perform the job competencies noted.


  • Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service.        
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.       
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations. 
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.


  • Knowledge of standard call center operations and customer service best practices.
  • Skill in the use of service-oriented phrases and techniques to achieve resolution.
  • Skill in listening actively to discern customers’ needs.       
  • Skill in the application of supervisory techniques. 
  • Ability to evaluate information and use good judgment in complex circumstances to determine best course of action.       
  • Ability to communicate effectively both orally and in writing. 
  • Ability to prioritize the work of a team.        
  • Ability to perform accurate computations and verifications of data. 
  • Ability to train others in customer service duties.       
  • Ability to use computer and software to quickly and accurately enter data.


Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below. 

  • Uses office equipment and software to research, investigate, and document advanced or complex customer service matters, and to authorize special services and account adjustments. 
  • Resolves issues that require in-depth investigations and diplomacy to prevent or stop escalation. 
  • May supervise the work of other staff.       
  • Assists supervisor and/or manager in the supervision of customer service representatives, daily customer service activities, and special projects       
  • Monitor and report to supervisor/manager any issues with team procedures, work balance, equipment, systems or software that could impact operations, delivery of services, or customer service quality. 
  • Refines or develops new procedures or guidelines. 
  • Assists in coaching, training, and motivating other representatives on customer service best practices, quality standards, scripts, and procedures.      
  • Assists supervisor/manager with performance management by providing input on performance ratings, and identifying achievements and opportunities for improvement.
  • Operates systems and software to review data and schedules.       
  • Adjusts assignments based on business needs to ensure effective operations and appropriate distribution of work.       
  • Follows up with customers, operations teams, and management to give updates, provide notification or guidance, and request information or feedback.      
  • Coordinates with other departments, organization, or service providers to verify information and to obtain or share documentation.     
  • Provides customer service support or related duties when required by the Office of Emergency Management.     
  • Performs other related duties as required.

This classification description is not intended to be, nor should it be construed as an all-inclusive list of the duties associated with a particular position. Management may require incumbents to perform job duties other than those contained in this document at any time.

CLASS: CUSVANGENK; EST: 3/20/2016; REV: 4/13/2016;