Customer Service Representative-Contact Center

Hillsborough County•Tampa, FL

1d•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. The ideal candidate will possess excellent interpersonal and customer service skills, with the ability to communicate clearly and professionally with a diverse customer base. They will demonstrate strong language proficiency to support effective communication, and candidates should be prepared to discuss their ability to read, write, and speak English proficiently, (Spanish is a plus). Additionally, the ideal candidate will demonstrate strong written and verbal communication abilities, ensuring all interactions are courteous, accurate, and effective. This candidate will have at least one year of experience working in a high-volume call center environment, showcasing their capability to manage multiple tasks efficiently while maintaining high-quality service standards. They will be proficient in using computers and software applications to accurately enter and manage data in a timely manner. The ideal candidate will also be adaptable to a rotational work schedule, which includes both teleworking and in-office responsibilities, and will be dependable on meeting attendance and performance expectations in both settings. Bilingual Spanish 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
Proficient in using computers and software applications to accurately enter and manage data in a timely manner.
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.
Maintain the ability to pass the background checks required for the position.

Nice To Haves

Spanish is a plus
Bilingual Spanish preferred, not required.
Ability to coordinate and oversee the work of others and perform team lead duties.

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.