Customer Service Specialist

Charlotte, County of•7000 Florida Street Punta Gorda 33950, FL

4d•Onsite

About The Position

Are you a customer-focused professional who enjoys helping people, solving problems, and connecting residents with the services they need? In this Customer service role, you’ll serve as an important point of contact for citizens by responding to requests and concerns by phone, email, and in person. Your work will help ensure community concerns are documented accurately, routed appropriately, and addressed efficiently. You’ll assist residents with Public Works-related concerns such as drainage issues, potholes, inspection requests, line-of-sight concerns, and other roadway or infrastructure needs. You’ll create, update, and research service requests and work orders, gather important information from customers, communicate requests to the appropriate staff, and provide updates on the status of reported concerns. Beyond customer service, you’ll organize and enter information, maintain accurate records, prepare routine correspondence, and use asset management software, Microsoft Office, GIS, and other department systems to research and document requests. You’ll help turn information received from residents into clear, accurate records that support field staff and Public Works operations. You’ll also investigate citizen requests and concerns, provide information, and help identify solutions in accordance with established policies and procedures. Depending on the request, you may coordinate with inspectors, field crews, supervisors, or other County staff to ensure concerns reach the appropriate team for review and follow-up. If you enjoy working with people, have an eye for detail, and like using technology to solve real-world problems, this is an opportunity to provide exceptional customer service while supporting the Public Works services that keep our community safe, functional, and well maintained.

Requirements

High school diploma or equivalent.
Two (2) years of experience in customer service or public contact work.
Working knowledge of modern office and administrative practices.
Proficiency in Microsoft Word, Excel, PowerPoint, and other job-related software.
Comfortable using computers and office technology for data entry, research, recordkeeping, correspondence, and daily administrative tasks.
Understanding of—or ability to effectively apply—state regulations, technical codes, County ordinances, policies, and zoning and land development requirements related to permits, licenses, inspections, and code compliance.
Sound judgment when interpreting procedures, researching information, and helping customers understand requirements and next steps.
Strong communication skills in person, by phone, and electronically.
Ability to remain calm, courteous, and solution-focused in a fast-paced environment, even when assisting customers with challenging or complex concerns.
Organized, detail-oriented, and comfortable balancing multiple priorities and deadlines while maintaining accurate records and reports.
Strong analytical and problem-solving skills.
Ability to perform basic mathematical calculations.
Resourcefulness and tact when addressing new situations.
Dependable team player who builds positive working relationships with coworkers, leadership, service providers, and the public.
Ability to provide guidance to others or serve as a lead worker when needed.

Nice To Haves

Experience with asset management software, GIS.

Responsibilities

Serve as an important point of contact for citizens by responding to requests and concerns by phone, email, and in person.
Ensure community concerns are documented accurately, routed appropriately, and addressed efficiently.
Assist residents with Public Works-related concerns such as drainage issues, potholes, inspection requests, line-of-sight concerns, and other roadway or infrastructure needs.
Create, update, and research service requests and work orders.
Gather important information from customers and communicate requests to the appropriate staff.
Provide updates on the status of reported concerns.
Organize and enter information, maintain accurate records, and prepare routine correspondence.
Use asset management software, Microsoft Office, GIS, and other department systems to research and document requests.
Investigate citizen requests and concerns, provide information, and help identify solutions in accordance with established policies and procedures.
Coordinate with inspectors, field crews, supervisors, or other County staff to ensure concerns reach the appropriate team for review and follow-up.
Provide exceptional customer service while supporting Public Works services.
Perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties.
Work before, during, or after an emergency as needed, potentially being assigned duties outside of the normal scope of their position, location and work schedule.