Customer Service Representative-Contact Center (After-hours)

Hillsborough County Board of County Commissioners•Mullis City, FL

5h•$34,320 - $43,680•Hybrid

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. This position is part of the After-Hours Emergency Team. The ideal candidate will have strong interpersonal and customer service skills, with the ability to communicate clearly and professionally with a diverse group of customers. Candidates should be prepared to discuss their proficiency in reading, writing, and speaking English; Spanish proficiency is a plus. Strong written and verbal communication skills are essential to ensure all interactions are courteous, accurate, and effective. The ideal applicant will have at least one year of experience in a high-volume call center environment, demonstrating the ability to manage multiple tasks efficiently while maintaining high service standards. Candidates should be comfortable using computers and common software applications to enter and manage data accurately and promptly. This role requires flexibility to work a rotational schedule that includes both telework and in-office shifts. Reliability in attendance and performance is essential in both settings. Candidates should have proven experience working in a fast-paced call center and be proficient with standard software such as Excel, Outlook, and Word. Responsibilities include responding to emergency after-hours calls from customers and the public regarding water and wastewater transmission lines and wastewater lift stations, as well as dispatching appropriate personnel through an on-call supervisor. The candidate will also assist customers with starting or stopping services. At least two years of customer interaction experience is preferred. The ideal candidate will be able to multi-task, manage workload effectively, and work shift schedules, including weekends and holidays. Bilingual preferred, not required.

Requirements

Graduation from high school or possession of a GED certificate
Two years of experience as a customer service representative in a call center
Proficiency in reading, writing, and speaking English
Comfortable using computers and common software applications to enter and manage data accurately and promptly
Proven experience working in a fast-paced call center
Proficient with standard software such as Excel, Outlook, and Word
Ability to pass background checks (Criminal History, Level 1 and Level 2, Child Abuse, Sex Offender/Predator)
Possess necessary job-related license(s) or certification(s) (e.g., Florida Driver License (Class E) or applicable Commercial Driver License (CDL))

Nice To Haves

Spanish proficiency
At least two years of customer interaction experience
Bilingual

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.