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Hillsborough County Government

Senior Customer Service Rep (#SRCSVCGNTG) GNTG
$11.90-$18.88 Hourly / $2,062.67-$3,272.53 Monthly / $24,752.00-$39,270.40 Yearly




JOB OVERVIEW

Performs trainee duties assisting customers with accounts, services and transactions; responding to questions; and investigating complaints under the guidance of a senior person.

MINIMUM QUALIFICATIONS

Graduation from high school or possession of a GED Certificate.

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 test number 84.
A test preparation guide can be downloaded by clicking
here.

A passing score on a data entry test at 75 gross keystrokes per minute with 90% accuracy.

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

Note: To be acquired during the training period.

  • Some knowledge of general office policies, procedures and practices.
  • Some knowledge of English grammar, punctuation and spelling.
  • Some knowledge of customer service.
  • Ability to follow oral and written instruction.
  • Ability to communicate both orally and in writing.
  • Ability to work effectively with others.
  • Ability to accurately perform routine computations and verify data.
  • Ability to use a computer and related software to quickly and accurately enter data.
  • Ability to type.

REPRESENTATIVE DUTIES

Note: Incumbents function in a trainee capacity to gain proficiency in the duties listed below and become eligible for promotion to Senior Customer Service Representative.

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.

  • Interviews customers by phone or in person to obtain information to initiate or update account information, to complete transactions or to research files in order to respond to inquiries or complaints.
  • Records and/or researches information obtained from customers, using a computer, to respond to customer needs in a timely manner.
  • Advises customers of services available and instructs them on proper procedures, guidelines, forms, formats and information required to obtain a service or complete a process or transaction in accordance with established policy.
  • Determines fees and charges; processes and verifies cash, check or credit card transactions for services rendered and issues receipts.
  • Checks accounts, documents and data for correctness and completeness; and recommends course of action.
  • Prepare routine reports as required to keep management informed.
  • Investigates complaints and inquires and responds in a courteous, timely and efficient manner.
  • Operates general office equipment such as computers, cash registers, copiers and faxes.
  • 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: SRCSVCGNTG; EST: 9/20/2000; REV: 10/3/2011;