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Hillsborough County · 2 days ago

Customer Service Representative (Customer Service & Support)

601 E Kennedy Blvd, Tampa, FL, 33602, US

Full-time

Hybrid

Entry, Mid Level

$34K/yr - $45K/yr

2+ years exp

Hillsborough County is seeking a Customer Service Representative responsible for resolving customer service matters and performing front-line duties in various settings. The ideal candidate will excel in communication and customer service skills, managing multiple tasks efficiently in a high-volume environment.

BillingGovernmentPublic RelationsWaste Management

Responsibilities

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 established guidelines

Follows 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

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

Performs other related duties as required

Qualification

Customer service skillsCall center experienceData entry proficiencyBilingual (Spanish)Interpersonal skillsWritten communicationVerbal communicationTeamworkProblem-solving

Required

Graduation from high school or possession of a GED certificate

Two years of experience 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-related competencies noted above

At least two years of working experience in a high-volume call center environment

Strong written and verbal communication abilities

Proficiency in using computers and software applications for accurate and timely data entry

Ability to manage multiple tasks efficiently while maintaining high-quality service standards

Dependable in meeting attendance and performance expectations in both teleworking and in-office settings

Ability to read, speak, and write in both English and Spanish (bilingual preferred)

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

Ability to coordinate and oversee the work of others and perform team lead duties

Maintain the ability to pass the background checks required for the position

Possess the necessary job-related license(s) or certification(s) that may include possession of a Florida Driver License (Class E) or an applicable Commercial Driver License (CDL)