Bilingual Customer Service Representative (Sunshine Line)

Hillsborough County•Tampa, FL

16h•Onsite

About The Position

This position is responsible for resolving routine to complex or escalated customer service matters and performing front-line customer service duties in call centers, offices, and customer intake areas. The ideal candidate will be bilingual, and able to speak, write, and read both English and Spanish.

Requirements

Bilingual, able to speak, write, and read both English and Spanish.
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.
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.
Maintain the ability to pass the background checks required for the position.
These background checks may include but are not limited to: Criminal History Background Check using Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS) Level 1 and Level 2 Background screening (Ch. 435 Florida Statutes)
Child Abuse, Abandonment and Neglect Record Check using the State Automated Child Welfare Information System (SACWIS)
Sex Offender and Sexual Predator record check using the list maintained by the Florida Department of Law Enforcement (FDLE)

Nice To Haves

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)

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.
In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, the County’s Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.