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Hillsborough County Government

Customer Service Representative (#CUSVRPGENG) GENG
$11.90-$18.88 Hourly / $2,062.67-$3,272.53 Monthly / $24,752.00-$39,270.40 Yearly




JOB OVERVIEW

Performs front-line customer service duties in call centers, offices, and intake areas. Applies standard procedures and scripts to elicit and provide appropriate information, discern which information or services can be offered, schedule or dispatch services, maintain customer care records, and handle customer accounts. Demonstrates exemplary customer service skills to efficiently, effectively, and courteously resolve customer requests and complaints.

MINIMUM QUALIFICATIONS

Qualifications for Customer Service Rep Trainee (GNTF)

High School diploma or GED.

Qualifications for Customer Service Rep I (GENG)

High School diploma or GED; and successful completion of the Hillsborough County Customer Service Trainee period, or one year as a customer service representative in a call center.

OR

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

Qualifications for Customer Service Rep II (GENI)

High School diploma or GED; and two years as a customer service representative in a call center.

OR

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

CORE COMPETENCIES

  • 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.

JOB SPECIFIC COMPETENCIES

  • 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.
  • Ability to evaluate customer information to determine course of action.       
  • Ability to communicate effectively both orally and in writing.       
  • Ability to work effectively with others.       
  • Ability to perform accurate computations and verifications of data.       
  • Ability to use computer and software to quickly and accurately enter data.

REPRESENTATIVE DUTIES

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 receive and respond to customer requests and complaints, document needs and concerns, and refer customers to other parties.       
  • Establishes and updates customer records, makes account adjustments, and processes payments.       
  • Demonstrates exemplary customer service skills and etiquette while communicating with customers both verbally and in writing.        
  • Schedules services and/or dispatches service providers based on set parameters. Communicates with operational teams at designated times and when changes will affect work plans and/or customer needs or solutions.     
  • Operates systems and software to find, verify, and enter information, distribute information or correspondence, and to track/report time spent on various tasks.
  • Reconciles/updates customer accounts, funding sources, and billing systems. ·        Applies designated procedures, guidelines, tools, and resources to accomplish job duties.      
  • Coordinates with other departments, organization, or service providers based on customer needs and set guidelines.        
  • Follow up with customers at designated frequency, intervals or sets of circumstances to give updates, provide notification or guidance, and request information or feedback.       
  • Provides customer service support or related duties when required by the Office of Emergency Management.      
  • Performs other related duties as required.

Customer Service Representative II:

Employees at this level resolve escalated and advanced customer requests and complaints. They are expected to use heightened judgment and decision-making skills to elicit and provide advanced information, handle customer accounts, and complete special projects.

In addition to the job duties noted above a Customer Service Rep II: 

  • Investigates complaints, account discrepancies, and system issues. 
  • Reconciles/updates customer accounts, funding sources, and/or billing systems for advanced and emergency needs.      
  • May serve as team lead for other customer service representatives in the department/work unit.       
  • Resolves customer service challenges that don’t fit standard solutions.

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.

SPECIAL PROBATIONARY NOTE

Incumbents hired as a trainee will serve a six month probationary period. The training period may be extended by the Department to which the position is assigned.  

Upon successful completion of training, incumbents will be promoted to Customer Service Representative I. 


CLASS: CUSVRPGENG; EST: 3/20/2016; REV: ;