Customer Service Clerk I (IT Call Center)

Pasco County Clerk & Comptroller•New Port Richey, FL

3d•Onsite

About The Position

This position involves interacting with the public and other interested parties to provide information in response to inquiries about Clerk & Comptroller information and duties, activities conducted by the Clerk & Comptroller's office, and the location of departments and sections on both sides of the County. In some instances, the role may route inquiries to a specific department. The position provides a professional and courteous response via telephone and/or online. Customer Service Clerks are part of the Production-Oriented Career Progression Program. Progression-based promotion is available from Level I through Level IV.

Requirements

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
A valid Florida Driver's License may be required for some positions.
Applicants must have a minimum of a high school diploma or possession of an accredited equivalency diploma, in addition to the direct experience required, and the ability to pass skills testing (such as typing, spelling, math, and grammar) within one (1) year.
Level I: This position requires a high school diploma or possession of an accredited equivalency diploma.
Knowledge of the principles and processes for effective, professional customer service.
Knowledge of principles and processes for providing customer service, to include customer needs assessment and actively looking for ways to assist the customer, meeting quality standards for services, and evaluation of customer satisfaction.
Knowledge of proficiency in the use of the Windows Operating System, Microsoft Office, E-mail, and website navigation; in addition to the use of personal computers, telephones, and general office equipment.
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Computer skills for word processing, spreadsheet, database, and accounting software.
Ability to rapidly learn and comprehend new computer applications in a continually changing environment.
Ability to follow complex oral and written instructions and/or requests.
Ability to demonstrate patience, maturity, and common sense when relating to the customer and a high degree of accuracy in order to ensure customer's needs are met.
Ability to assess the customer's need(s) using sound judgment in order to provide the correct information and to access the customer's reaction(s) when information is imparted and understanding and reacting appropriately to customer's actions while maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations, always maintaining a cooperative and professional demeanor.
Ability to work within deadline constraints and workload surges.
Ability to establish and maintain effective working relationships with the Clerk & Comptroller, administrative staff, vendors, and Clerk & Comptroller's employees.
Ability to live and advocate commitment to the Organization's vision, mission, and values.
Ability to work effectively in a team environment, successfully engage in multiple initiatives simultaneously, and actively resolve problems and find solutions using available resources.
Ability to report to work on time and to perform the duties of the position for an entire workday.

Nice To Haves

Preference is given to candidates with experience in a government entity performing similar functions.
Dexterity: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination in sound.
Mental Acuity: Ability to make rational decisions through sound logic and deductive processes.
Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
Speaking: Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
Visual Acuity: Have close visual acuity to perform an activity such as preparing and analyzing data and figures, transcribing, viewing a computer terminal, and/or extensive reading.

Responsibilities

Perform any combination of the following duties according to assigned area of responsibility.
Provide courteous and professional customer service to assist with questions and concerns; customer requests and needs vary considerably.
Provide information to customers about services as they relate to the Clerk & Comptroller's office.
Provide assistance by use of all Clerk & Controller computerized databases and other documents to obtain information needed to assist with inquiry.
Update and close work orders received from departments upon resolution of customer's inquiry.
Perform complex cashiering functions as needed.
Complete end-of-day balancing and prepare deposit.
Conduct detailed research of records in order to answer customer inquiries.
Redact information for scanned documents as required by Florida Statues prior to e-mailing.
Process copy requests.
Docket case disposition information for traffic infractions, county/municipal ordinance, and criminal infractions.
Clear driver's license suspensions, when applicable.
Process juror requests.
Participate in cross-training in both trainer and trainee capacity.
Operate office machines; such as photocopiers, scanners, facsimile machines, and voice mail systems(s).