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Hillsborough County Government

Senior Customer Service Rep (#SRCSVCCSBI) CSBI
$14.04-$22.98 Hourly / $2,433.60-$3,983.20 Monthly / $29,203.20-$47,798.40 Yearly


Performs duties assisting the general public with their accounts and all agency transactions, responding to questions, and investigating complaints.


Graduation from high school or possession of a GED Certificate; and
One or more years of customer service related experience with a county agency or utility.

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


A passing score on multiple-choice general clerical exam.

A test preparation guide can be downloaded by clicking here.


  • 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.


  • Working knowledge of agency procedures and documentation.
  • Working knowledge of customer service practices and procedures.
  • Working knowledge of office policies, procedures and practices.
  • Working knowledge of English grammar, punctuation and spelling.
  • Ability to evaluate customer's 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 coordinate the work of other employees.
  • Ability to use computer terminal to quickly and accurately enter data.
  • Ability to train others in customer service duties.
  • Ability to type.


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.

  • Receives, reviews, verifies, and registers all documents and any other pertinent material for accuracy and completeness; initiates, transfers and changes customer accounts/transactions as it pertains to agency.
  • Determines correct guidelines, forms, formats and information required to accomplish transactions, changes and other pertinent issues as it applies to state law or county ordinances.
  • Reviews information given and how to apply them at each given situation.
  • Provides information on policies, ordinances, state and county regulations, classifications, qualifying requirements and fees.
  • Initiates accounts and transactions, rates and fees, enters information into database.
  • Reviews accounts and/or documentation, initiates actions and recommends courses of action to supervisor for any noncompliance.
  • Responds to questions concerning agency policies, procedures and provides information to help with the solution.
  • Investigates complaints, incorrect charges, inaccurate forms and any questionable documentation.
  • Oversees the work of other staff by assigning and reviewing work; assists in new personnel training.
  • Operates data processing equipment, copiers, PCs, faxes, maintains records and reports for agency.
  • 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.