Call Center Representative

** Starting Hourly Rate of $18.38/hour** Bilingual (English/Spanish)

Job Summary

The Call Center Representative provides a full range of service delivery activities that support the Call Center team and engages our customers. The representative contributes to the smooth operations of the call center by ensuring individual service levels meet or

exceed established benchmarks and align with the customer service strategy for operational excellence and 5-Star customer service quality

Main Responsibilities

• Provides guidance to customers regarding tax collector services and procedures; processes payments via phone or by mail; reviews and retains various forms, titles, documents, payments and applications; and posts payments to proper accounts.
• Performs various audits and verifications to ensure funds are processed accurately and according to departmental procedures, balances daily revenues with end-of-day totals.
• Responds to customer requests or concerns, research problems and initiates problem resolution.
• Delivers upon Lee County Tax Collector’s (LCTC) Mission of 5-star customer service quickly and efficiently.
• Performs general clerical tasks; maintains and updates customer records.
• Provides information to customers on a wide range of Motor Vehicle, Driver License and Identification Card, Business Tax Receipt, Real Estate Property Tax, Concealed Weapon, and Hunting and Fishing transactions from general to moderate.
• Collaborates with management team and partner agencies as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
• Remains up to date on policies, procedures, bulletins, applicable laws and legislation; professional literature and agency updates.
• Moderate knowledge proficiency in functional areas.
• Performs other duties as directed.

• High school diploma or GED; supplemented by experience in customer service or call center and cash handling; or an equivalent combination of education, certification, training and/or experience. Proficiency in Microsoft Office and valid Florida driver’s license required. Bachelor’s degree in Business Management or related field and ability to speak a second language preferred.
• Excellent communication skills and interpersonal skills; proven ability to problem-solve; well organized and manages time effectively.

FLSA Status Description

Work is performed independently under limited supervision with considerable latitude. Position typically requires processing and interpreting complex, less clearly defined issues.

Work Conditions

Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work,

but which may involve some lifting, carrying, pushing and/or pulling of objects and material of

medium to heavy weight (20-50 lbs.). Tasks may involve extended periods of time at a keyboard

or workstation.

Sensory Requirements: Some tasks require the ability to perceive and discriminate visual cues

or signals, and to communicate orally and in writing.

Environmental Factors: Essential functions are regularly performed without exposure to adverse

environmental conditions.