Customer Service Call Center Representative

Okaloosa County Clerk of Courts•Fort Walton Beach, FL

5h•Onsite

About The Position

Under general supervision, this position provides high-quality customer service via telephonic and digital channels. The role involves detailed clerical work, accurate data entry, and the application of departmental policies and procedures to resolve customer inquiries, process requests and maintain records.

Requirements

Proficiency in both oral and written communications, to include possessing ability to follow complex oral and written instructions
Ability to establish and maintain effective working relationships with colleagues, the general public, internal and external partners (to include legal community and governmental agencies), and judiciary
Capacity to converse with customers and address their needs in a professional, courteous, and tactful manner, as well as ability to exercise control when encountering challenging situations
Fundamental computer skills to quickly and accurately enter data
Working knowledge of general office procedures, administrative and clerical procedures, task prioritization/organization and general office equipment functionality
Ability to learn and comprehend specialized information specific to assigned tasks/functions, i.e., codes, rules, policies, procedures, forms, legal terminology, etc., and appropriate application of such knowledge to accomplish tasks/functions in an accurate and efficient manner
Focus on attention to detail
Recognition and adherence to time standards, deadlines and workflow fluctuations
Ability to use discretion with confidential and/or sensitive information
Interpret, comprehend and comply with state and federal guidelines, as well as legal advice restrictions, relating to the Clerk & Comptroller’s Office
Maintain accuracy and productivity in a fast-paced environment in which frequent interruptions and simultaneous tasks occur
High School Diploma or GED, supplemented by one (1) year of recent and relevant experience

Nice To Haves

Ability to operate a motor vehicle (some travel may be necessary)

Responsibilities

Delivers courteous and professional customer service via telephonic and digital communication channels to resolve customer inquiries, complaints and concerns in accordance with existing policies and procedures
Identifies customers’ needs through active listening, then utilizes available resources, i.e., internal systems, to research and provide solutions and/or alternatives
Guides customers through required steps to complete transactions, including form submissions, payment processing and account updates
Assist customers with navigation of online platforms as applicable
Generates correspondence, notices and/or reports according to established policies and procedures
Accomplishes scanning/imaging of documents, to include accurate logging of document(s), into case management system and/or other system(s) as required
Processes incoming mail to include, but not limited to: receiving, filtering, clocking, and managing as appropriate; as necessary, routing to appropriate functional area, individual, interdepartmental function, judiciary, external partner, etc.
Updates reference materials and/or information database resources for internal and general public’s usage
Displays consistency and punctuality in attendance
Adheres to established organizational, and departmental, productivity standards
Complies with company policies and procedures
Pursues tasks/functions within process to promote efficiency and effectiveness