Customer Care Representative

Techstaff•Tampa, FL

18h•Onsite

About The Position

Techstaff has long term temporary assignments (12 mo+) available with the County for skilled Customer Service and Administrative professionals able to manage a variety of cases. Although long-term temporary, there will be multiple options to apply for full-time hire as well. The function of this position is to manage the service requests received by Public Works via the County's CRM interface. Program Coordinators serve as the liaison for the constituents of the county and Public Works Administration. This position is responsible for review, research and the delegation of requests for service. Program Coordinator will oversee the progress of requests received and collaborate with internal and external entities to aid in the resolution of concerns presented to Public Works. Staff will provide continual support, updates, and guidance to citizens through the entire life cycle of their service request to ensure the fulfillment of programs requirements.

Requirements

Skilled Customer Service and Administrative professionals able to manage a variety of cases.
Ability to manage service requests from initial contact to closure.
Proficiency in documenting CRM with events, communications, feedback, and activities.
Ability to conduct preliminary reviews to identify root causes and assign work requests.
Skilled in researching County processes, rules, regulations, laws, and guidelines.
Experience using various mapping systems, asset management tools, and work order logs.
Ability to establish strong working relationships with cross-functional teams and external entities.
Experience preparing and transmitting written communication via Outlook, Microsoft Teams, and other tools.
Proficiency in maintaining daily, weekly, and monthly reports.
Ability to manage assigned caseload and monitor requests to prevent oversight of delinquent requests.
Experience maintaining an accurate account of pending requests for service.

Responsibilities

Managing service requests assigned to Public Works through the county's CRM system.
Staff will manage requests from the initial contact with the citizen to the final closure of the request.
Responsible for preliminary review of citizens concern to identify the root cause and to determine the appropriate segment of Public Works to assign a work request via Public Works work management system.
Research will include the reviewing of County processes, rules, regulations, laws and guidelines.
Establishes strong work relations with various cross functioning teams as well as internal and external entities that interface with Public Works.
Prepares and transmits written communication to citizens, senior leadership, and elected officials via Outlook, Microsoft Teams, and other various communication tools
Maintains daily, weekly, and monthly reports.
Responsible for accurate account of activities to support management's need of accurate data for analysis, to identify trends and promote performance improvement
Responsible for the management of assigned caseload to ensure service requests are fulfilled within program requirements.
Management of caseload will entail the periodic monitoring of request to prevent department oversight of delinquent requests, in addition to maintaining an accurate account of pending requests for service.