Code Enforcement.Customer Service Representative.3953

CODE ENFORCEMENT DIVISION
Customer Service Representative
Paygrade 7 - $16.37hr/$34,049.60 annually
Non-Exempt

Employee Benefits

• Direct Deposit, Bi-Weekly Pay Checks
• Medical, Dental, Vision
• Life Insurance
• FRS Retirement
• 10 Paid Holidays
• Paid Time Off
• Tuition Reimbursement
• Education Incentives
• Deferred Compensation Plan
• Wellness Incentives
• Employee Assistance Program (EAP)
• Free Employee Gym
• Free Employee Health Clinic

MAJOR FUNCTIONS Serves as customer service representative for the division, greeting and directing visitors, answering and routing phone calls utilizing a central or multi-line switchboard, and responding to emails and inquiries on behalf of the division. Provides general staff support.

ILLUSTRATIVE DUTIES

Assists with customer service and clerical support work for the Polk County Board of County Commissioners Code Enforcement Division office. Includes directing calls, emails, and visitors to the appropriate team member(s), as well as offering appropriate resource materials or information based on needs of citizens. Operates a multi-line phone system. Takes written messages and directs calls to voice mail as appropriate. Signs in visitors on security log. Assists with routine, non-technical questions from the public. Generates cases from telephone and online complaints. Notes information to case file comments in Accela.

Maintains a professional physical environment for front office and all lobby and reception areas, and replenishes brochures, flyers, business cards, and other collateral.

Records visitor data, on a monthly basis for division director report.

Receives and appropriately handles and/or refers inquiries received via telephone or in person.

Responsible for engaging positively with the public, clients, supervisors and community agencies via telephone or in person guiding them according to established procedures, providing information, and/or responding to inquiries as directed by or trained by supervisor.

Attends training programs when scheduled.

May assist with clerical tasks such as record keeping, using and monitoring facsimile machine, personal computers, copy machines and other general office equipment. Files documents electronically and manually, and updates/maintains various forms as requested.

Uses independent judgment and may work independently as assigned.

May be required to handle routine mail duties such as picking up, sorting, date stamping, distributing and preparing for mailing according to established office procedures.

Performs multiple tasks simultaneously and accurately, such as listening, communicating, and data entry.

Performs clerical work involving varied and independent work assignments.

Performs other related duties as assigned by office manager and/or division director.

KNOWLEDGE, ABILITIES, AND SKILLS

Must possess knowledge, ability, and demeanor to provide professional and courteous service to both internal and external customers. Must possess superior interpersonal skills to interact positively with internal team members, other county employees, and the public.

Must have the ability and familiarity to effectively use Microsoft Office applications Word, and Excel.

Ability to speak clearly and distinctly in a pleasant voice and tone.

Proficiency in written and spoken English and must use correct grammatical construction and appropriate word choices for oral and written communication.

Ability to remember, understand, and convey knowledge of the basics of each code violation type.

Ability to keep accurate records, keep track of detailed information, and compute and calculate accurately.

Must be able and willing to understand and follow both oral and written instructions.

Must be able to maintain an up-to-date calendar of appointments and important tasks.

Must respond to client and internal requests in a timely fashion and honor deadlines.

Must be able to lift up to 25 pounds.

Must have ability to see, hear, sit, and ambulate independently.

MINIMUM QUALIFICATIONS

High school diploma from an accredited high school or possess an acceptable equivalency diploma/GED and have a minimum of two (2) years of experience in a professional office environment as an office or executive assistant, receptionist, student assistant, or in a related field.

Must be able to type 35 CWPM with maximum if 10 errors.

Must have a valid driver’s license and be able to secure a valid Florida driver’s license at the time of employment.

A comparable amount of related training and experience may be substituted for the minimum qualifications, except for the high school diploma/GED.

SPECIAL REQUIREMENT

This position shall be required to report for work when a declaration of emergency has been declared in Polk County.