Customer Svc Rep I, Downtown WPB Office

JOB SUMMARY

This is a full-time non-exempt position that involves complex clerical duties which support the preparation and certification of a county-wide tax roll. The work performed is subject to close supervision and reviewed through conferences and performance evaluations.

ESSENTIAL FUNCTIONS (An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the tasks which the employee may be expected to perform. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. All necessary training will be provided.)

• Utilize customer service skills with general and specific information concerning exemptions and property information.
• Determine eligibility for property tax exemptions; review and process exemption applications and denials in a computerized system accurately, proficiently and with reasonable speed.
• Provide assistance and reply timely to the public and other County agencies in person, on the telephone, and email in a polite and courteous manner.
• Manage a large amount of incoming calls on a queue; provide accurate, valid and complete information by using the correct methods/tools; direct calls to the appropriate person or department.
• Answer questions regarding departmental forms, policies or procedures.
• Ensure adherence to applicable regulations and laws relating to homestead exemption and additional exemptions.
• Retrieve information on request and maintain records.
• Ability to identify and assess the public’s needs; assist tactfully and effectively to achieve positive customer experience.
• Follow communication procedures, guidelines and policies; ability to express ideas effectively, both orally and in writing.
• Ability to maintain composure under a high-paced environment.
• Conduct investigations of homestead parcels to ensure exemption eligibility.
• Ability to make computations that involve percentages accurately.
• Handle mass mailings, scanning, filing, faxing, photocopying.
• Ability to operate modern standard office equipment and multiple software applications.
• Provide customer service to the public at community outreach events.

ADDITIONAL RESPONSIBILITIES Perform other related duties as required.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES (The qualifications listed below are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job related criteria)

• Knowledge of business English, spelling, and mathematics.
• Strong phone contact handling skills and active listening.
• Ability to understand and follow oral and written instructions.
• Ability to understand and comply with departmental deadlines.
• Ability to learn assigned clerical tasks readily and to adhere to prescribed routine.
• Ability to multi-task, prioritize and manage time effectively.
• Ability to process work through various software/applications.
• Ability to work effectively with the public, staff of other county offices, and co-workers.
• Ability to use MS Office Suite (Word, Excel and Outlook).
• Ability to operate modern standard office equipment including but not limited to telephone, computer and supporting software, calculator, copy machine, scanner, microfiche reader/printer, and fax machine.

EDUCATION AND EXPERIENCE

• Graduation from high school or recognized equivalent.
• A minimum of one-year clerical or administrative work experience required; customer support experience preferred.

PHYSICAL REQUIREMENTS (This job requires the ability to perform the essential functions contained in this job description. These include, but are not limited to, the following requirements):

• Typically sit at a cubicle, desk, table or counter.
• Use fingers and hands to operate computer keyboard.
• Occasionally walk, stand, stoop or kneel.
• Occasionally lift, carry, push, pull or otherwise move objects weighing up to 25 pounds.
• Occasionally ascend or descend stairs.
• Work for sustained periods of time maintaining concentrated attention to detail.

WORKING CONDITIONS

• Work is regularly performed in an environmentally controlled office setting.