SPECIALIST I, CONSTITUENT SERVICES

Orange County Property•Orlando, FL

About The Position

The Specialist I, Constituent Services provides property information and constituent services to Orange County residents and businesses by telephone, email, in person, and through other electronic channels. The role assists property owners with completing and filing applications for exemptions available under Florida law, responds to questions about property records, and helps identify appropriate solutions to constituent issues. The position processes requests and applications, verifies and enters taxpayer information, researches agency property records, and directs lobby visitors to the appropriate specialist. The employee is expected to meet division productivity metrics and attendance requirements, complete at least two approved professional development courses annually, and use agency training resources to perform daily work. Duties and activities may change, and other duties may be assigned. This position has no direct reports.

Requirements

Minimum of two years of customer service experience.
Associate degree (AA) or equivalent from a two-year college or technical school, and two years of PA or related experience.
Each year of required education may be substituted with two years of work experience or two years of additional education.
Computer skills with internet software, Excel, Word, Outlook, SharePoint, and MS Teams.
Ability to rapidly acquire and retain knowledge of administrative and procedural regulations.
Attention to detail, reliability, strong organizational skills, and ability to prioritize multiple projects under minimal supervision.
Strong telephone and interpersonal skills and ability to problem-solve and find solutions.
Ability to quickly gain working knowledge of activities performed by all departments and of office practices and procedures.
Personality and temperament suitable for working under stress while dealing with the public.

Nice To Haves

Bilingual in English, Spanish, and/or Creole is preferred.
May begin the CFE designation process after the initial 180-day trial or introductory period and may be eligible for CFE incentive pay upon successfully completing the program.

Responsibilities

Use OCPA and constituent services training resources to navigate daily tasks.
Process microfiche requests in a timely manner.
Assist the public with completing and filing exemption applications in person and by phone.
Greet and assist lobby constituents and triage appointments to the designated specialist.
Manage approximately 5,000 phone calls and 1,200 emails annually, as well as other electronic communications.
Verify data by comparing it with source documents.
Help the public obtain property information, including exemptions, legal descriptions, values, millage, and maps, and provide available resources such as local agency contact information.
Enter taxpayer information and notes into agency systems.
Research agency property records, including multi-year tax roll searches.
Identify appropriate responses and strategies for resolving constituent issues.
Complete at least two approved professional development courses per year.
Meet division productivity metrics.
Meet attendance and punctuality requirements by reporting to work consistently and on time in accordance with agency policy.
Perform other duties as assigned.