GUEST SERVICES SUPPORT SPECIALIST - 55000964

State of Florida•OCOEE, FL

9d•$38,552 - $45,320•Onsite

About The Position

This position will serve as the central hub for customer service, building security, and facility operations at Florida’s Turnpike Enterprise. It manages call routing, guest services, emergency coordination, event room setups, fleet vehicle logistics, and mailroom backup.

Requirements

General computer usage
Office procedures and practices
Administrative techniques
Workplace etiquette
Professional conduct
Mailroom operations
Collecting and identifying data
Grammar, punctuation, and spelling
Adaptability
Attention to detail
Critical thinking
Time and organization management
Team collaboration and leadership
Identifying ways to work smarter, faster and more efficient
Microsoft Outlook, Excel, Word, SharePoint, and Teams.
Customer service techniques and comfortably connecting with customers via phone and face-to-face interactions.
Critical thinking and problem solving
Present a calm, happy, and professional demeanor, adhere to and implement instructions diligently
Work independently with minimal supervision, and demonstrate respect for best practices, protocols, and policies
Proactively communicate
Lift 50 lbs. and transport up to 75 lbs.
Foster strong relationships with customers, absorb and retain new information, concepts, and technologies.
Class E driver license.
A valid Class (A, B, C, or E) driver license with an acceptable driving record in accordance with the Department’s Driver’s Record Requirements Policy.
Must be United States (U.S.) citizens or lawfully authorized alien workers.

Responsibilities

Serve as the primary point of contact for all incoming calls via the mainline console, providing accurate information, identifying caller needs, and routing calls accordingly.
Monitor and respond to the building's security intercom systems, vet incoming guests, and announce their arrival.
Greet all customers and guests, ensuring a welcoming and professional environment.
Acknowledge customer requests, gather necessary details, and direct inquiries to the appropriate personnel or departments.
Create monthly reports, assist in maintaining the Guest Services SharePoint site, and ensure that filing systems and records are consistently updated and well-organized.
Conduct research and evaluate information on relevant matters, receiving and coordinating work order requests, and proactively monitoring maintenance and custodial needs throughout the complex.
Works collaboratively with security to ensure a safe and secure facility.
Assist with building emergency plans, ensure to remain up to date on all emergency protocols, and serve as a point of contact for building emergencies.
Monitor and coordinate room setups for scheduled events, ensuring that meeting spaces are arranged according to each customer’s preferences.
Attend external reservation meetings via Microsoft Teams to stay aligned with event planning needs and updates.
Maintain and manage conference rooms, consistently ensuring they are clean, well organized, and fully prepared to accommodate upcoming meetings and events.
Manage all aspects of fleet vehicle logistics, including receiving and processing reservations, maintaining up-to-date maintenance and service records, and ensuring vehicles remain in optimal condition.
Identify and reporting operational concerns and issues, coordinating timely repairs, and scheduling preventative maintenance.
Oversee the fuel level of the Motor Pool vehicles, ensuring gas levels are full, transporting vehicles as needed to the maintenance shop, and preparing monthly comprehensive reports to support the effective oversight and management of the fleet.
Provide back-up support to the mailroom by handling the receipt, processing, and delivery of all incoming mail and packages.
Prepare outgoing mail with appropriate packaging and shipment methods, assisting in tracking and researching missing items, and completing pick-up and delivery runs to the post office as needed.
Operate standard mailroom equipment and contributing relevant data to monthly reporting to ensure accuracy and transparency in mail operations.
Assist with reprographics, records, and special projects as needed.