Solution Center Representative (Customer Service)

Salary : $37,295.66 - $55,943.48 Annually

Location : City of Doral, FL

Job Type : Full Time

Job Number : 02072025

Department : Building

Opening Date : 02 / 07 / 2025

Closing Date : 2 / 21 / 2025 5 : 00 PM Eastern

General Purpose

This position performs a variety of routine work in connection with the reception services for City Hall.

Supervision Received and Exercised

The Solution Center Representative does not have any supervisory responsibilities.

This position is classified as a non-exempt, full-time position with a 40 hour work-week.

Essential Duties and Responsibilities

Essential Functions :

• Answers the 2nd floor main switchboard and directs all incoming calls to the appropriate personnel / department.
• Responds to customer inquiries.
• Provides general support and assistance to office staff.
• Operates the various City switchboards, as requested.
• Receives and transmits messages to City staff.
• Tracks the number of incoming calls and visitors through existing databases.
• Performs any other duties as assigned by the city manager or his designee.

Additional Duties :

Minimum Qualifications

MINIMUM EDUCATION AND TRAINING

MINIMUM QUALIFICATIONS AND STANDARDS REQUIRED

Knowledge, Skills and Abilities :

Physical Requirements :

City of Doral

Human Resources Department

Summary of Benefits :

In this summary, we are providing general information, which will be helpful to you in evaluating the City of Doral as your premier place to work. If you have questions concerning a specific item or interpretation, please feel free to contact Human Resources at (305) 593-6760.

Employment Benefits for Regular Full-Time Non-Sworn Employees :

Introductory Period

An introductory period for an employee is twelve (12) months for entrance, rehire, and promotional appointments. In the event the employee accepts a promotional opportunity position within the City before an initial introductory period is satisfactorily completed, the initial introductory period starts over at the time the employee begins working in the new position.

The introductory period is considered a continuation of the employment selection process. It provides the City an opportunity to observe and evaluate the capacity of the employee, which includes the employee's ability to satisfactorily perform the essential functions of his or her job; and to observe and evaluate the employee's work habits and conduct, including attendance and the employee's relationship with coworkers and superiors.

During the introductory period, the new employee and the supervisor shall evaluate employment suitability in terms of skill, knowledge, performance, and compatibility. During this period, the employee shall be given the support and resources needed to learn and demonstrate the duties and competencies required in the new position.

Absences During Introductory Period :

Any cumulative absences during the introductory period in excess of ten (10) workdays will automatically extend the introductory period by the number of days absent regardless of whether the absence was with or without pay.

Holidays

The City of Doral observes 12 paid holidays per year.

In addition, employees received two (2) personal days and (1) Birthday. The personal days must be used before the end of the fiscal year and the birthday must be taken within six (6) months of the birthday.

Accruals (Vacation & Sick Time)

The City of Doral has separate sick and vacation leave for non-sworn employees which is accrued on a monthly basis.

Vacation is accrued on a monthly basis depending on the years of service :

Years of Service Monthly Accruals Yearly Accrual

0-4 years 06.66 hours per month 80 hours per year

5-9 years 10.00 hours per month 120 hours per year

10-20 years 13.33 hours per month 160 hours per year

More than 20 years 16.66 hours per month 200 hours per year

Employees may use vacation time as it is accrued.

Sick leave is earned at the rate of 8.0 hours per month for a forty (40) hour work-week. Employees may accumulate a sick time maximum 1,040 hours if on a forty (40) hour work-week.

Sick Leave Payment Program

Employees may sell back to the City up to a maximum of 32 hours of sick leave per year provided that the employee maintains a maximum of 80 hours of sick leave in his or her leave balance. This election is made annually at the beginning of each fiscal year by the employee and is irrevocable. An employee who elects to be paid for accrued vacation leave will be paid at his or her current rate of pay on the date of the payout, less applicable taxes and authorized deductions.

Annual Leave Sell Back

Employees may elect payment of accrued, unused annual leave in lieu of time off. This election is made annually in the beginning of each fiscal year and is irrevocable. An employee who elects to be paid for accrued vacation leave will be paid at his or her current rate of pay on the date of the payout, less applicable taxes and authorized deductions.

Health Care Benefits

All Healthcare benefits for all employees are effective on the first of the month following 30 days of full-time employment. The City offers HMO, POS, and High Deductible Health plans. The High Deductible Health plan comes with a Health Savings Account (HSA).

Dental Plan

The City of Doral offers a PPO dental insurance plan.

Vision Care

The City of Doral offers voluntary vision care benefits.

Life, Short-term and Long-term Disability

The City of Doral will cover your life insurance at the rate of two (2) times the employee's annual salary up to a maximum of $300,000.00. In addition, the City offers both short-term and long-term disability plans which act as income protection plans.

Retirement Benefits

Employees participate in the City's 401a retirement plan administered through Mission Square. The plan requires employees to contribute a mandatory six percent (6%) of their base pay while the City contributes twelve percent (12%) of the employee's base pay.

457 Supplemental Plan

The City of Doral has a voluntary deferred compensation pension program available through Mission Square where the employee can make contributions to their retirement. The City does not make any contributions to this plan.

Education / Tuition Reimbursement

The City offers the Educational Reimbursement Program (ERP) established to provide educational assistance to full-time employees participating in training or educational programs designed to strengthen their abilities, which in turn directly benefit the City. The City will pay the State tuition rate to its members based on the letter grade obtained for each class. Employee must be a full-time employee for 6 months in order to be eligible for this benefit.

Bereavement Leave

Upon approval of the Department Head, a full?time employee may, upon request, be granted up to three (3) working days of leave with pay in the unfortunate event of a death in his or her immediate family, or up to five (5) working days of leave with pay to attend the funeral or memorial services of an immediate family member outside the State of Florida. The employee's immediate family shall be defined as the employee's spouse, father, mother, step-parents, natural, step and adopted children, brother, sister, father-in-law, mother-in-law, grandparents, brother-in-law and sister-in-law, grandparents-in-law, registered domestic partner, and child of a registered domestic partner.

The bereavement leave must be taken consecutively, and the employee must attend the funeral of the deceased family member to be eligible for bereavement leave. If an employee needs time in excess of that provided in this policy, he or she may request accrued vacation time, sick time, or PTO with the approval of their department head. The City reserves the right to request all pertinent information including deceased relative's name, relationship of the employee to the deceased, the name and address of the funeral home, and the date of the funeral. Documentation such as a death certificate, or other documentation on the deceased may be required for approval of the leave.

Voting Leave

Employees are encouraged to exercise their right to vote outside of their scheduled working hours. As such, all full-time employees as defined herein may be granted up to one hour of leave during polling hours in order to vote in federal, state or local elections, both primary and general elections. This time off shall be granted if it does not increase staffing cost or decrease departmental efficiency.

Employees must request time off for voting in writing or via e-mail at least five (5) business days in advance to the Department Head or designee. The request for leave must clearly state that the employee needs leave in order to vote.

THE CITY RESERVES THE RIGHT TO AMEND, MODIFY OR TERMINATE (IN WHOLEOR IN PART) ANY OF ITS BENEFITS PROGRAMS AT ANY TIME.

Equal Opportunity Employer

The City of Doral is an equal opportunity employer.

Smoke Free / Drug Free Workplace

The City of Doral maintains a smoke free and drug free workplace.

Do you possess at least a High School diploma or GED equivalent?

Do you possess a minimum of one (1) year experience as a receptionist?

Are you computer literate with knowledge of Microsoft Office?

Are you fluent in the English language?

Do you possess excellent customer service skills?

Do you possess a valid driver license with an acceptable driving record?

I certify that I have read the job announcement in its entirety, and have attached my resume to my application.

Required Question

Salary : $37,296 - $55,943