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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




JOB OVERVIEW

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

MINIMUM QUALIFICATIONS

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.

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

TESTING REQUIREMENTS

A passing score on multiple-choice general clerical exam.

A test preparation guide can be downloaded by clicking here.

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

  • 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.

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.

  • 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.


CLASS: SRCSVCCSBI; EST: 6/28/2015; REV: ;