Customer Service Clerk I (IT Call Center)

Veterans' Preference and Priority will be given to eligible veterans and their spouses in accordance with Chapter 295.065 and Chapter 295.07 of the Florida Statutes and Florida Administrative Code Chapter 55-A7 with respect to Veterans' Preference in appointment, retention, and promotion. Effective July 1, 2021, certain servicemembers may be eligible to receive waivers for postsecondary educational requirements. Since every duty associated with this position may not be described herein, teammates may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were written in this job description. A link to take required assessments will be emailed to you shortly after submitting your application. By applying, you agree to complete these assessments within 7 days of receiving the link. The assessment email will come from a pascoclerk.com email address. Please be sure to check your spam folder as the email may be directed there. You are required to provide three references in your application. At least one reference must be from a current or former supervisor . If you do not have a supervisor reference (i.e., you have never worked before), you may use a teacher, coach, volunteer, or organization leader, as examples. We will not contact your references unless you are selected for an interview. References must be provided for each job application. General Description To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act. Veterans' Preference and Priority will be given to eligible veterans and their spouses in accordance with Chapter 295.065 and Chapter 295.07 of the Florida Statutes and Florida Administrative Code Chapter 55-A7 with respect to Veterans' Preference in appointment, retention, and promotion. Effective July 1, 2021, certain servicemembers may be eligible to receive waivers for postsecondary educational requirements. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were written in this job description. Interacts with the public and other interested parties to provide information in response to inquiries about Clerk & Comptroller information and duties, activities conducted by the Clerk & Comptroller's office, location of departments and sections for locations on both sides of the County. In some instance may route inquiry to a specific department. Provides a professional and courteous response via telephone and/or on-line. Customer Service Clerks are part of the Production-Oriented Career Progression Program. Examples of Duties (Essential Functions) Perform any combination of the following duties according to assigned area of responsibility. Progression-based promotion is available from Level I through Level IV. Provide courteous and professional customer service in order to assist with questions and concerns; customer requests and needs vary considerably. Provide information to customers about services as they relate to the Clerk & Comptroller's office. Provides assistance by use of all Clerk & Controller computerized databases and other documents to obtain information needed to assist with inquiry. Update and close work orders received from departments upon resolution of customer's inquiry. Perform complex cashiering function as needed. Complete end-of-day balancing and prepare deposit. Conduct detailed research of records in order to answer customer inquiries. Redact information for scanned documents as required by Florida Statues prior to e-mailing. Process copy requests. Docket case disposition information for traffic infractions, county/municipal ordinance, and criminal infractions. Clear driver's license suspensions, when applicable. Process juror requests. Participate in cross-training in both trainer and trainee capacity. Operate office machines; such as photocopiers, scanners, facsimile machines, and voice mail systems(s). Typical Qualifications and Minimum Qualifications In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. A valid Florida Driver's License may be required for some positions. Unless otherwise noted, applicants must have a minimum of a high school diploma or possession of an accredited equivalency diploma, in addition to the direct experience required, and the ability to pass skills testing (such as typing, spelling, math, and grammar) within one (1) year. Preference is given to candidates with experience in a government entity performing similar functions. For new hire initial placement, this position is historically filled at a Level I. In some cases, an applicant's knowledge, skills, abilities, and education may qualify him/her for consideration to start at a higher level at the discretion of the Clerk & Comptroller. Active teammates in this position have the opportunity to progress to higher levels. Level I This position requires a high school diploma or possession of an accredited equivalency diploma. Level II This position requires two (2) years of direct customer service experience. Level III This position requires four (4) years of direct customer service experience. Level IV This position requires five (5) years of direct customer service experience. Position is only available for promotion. A postsecondary degree may be substituted for direct work experience if a candidate is otherwise qualified for the position. Related work experience may not substitute for any required licensure, certification, or registration required for the position. Substitution of a postsecondary degree in lieu of direct experience is authorized as follows: (a) Two years of direct experience can be substituted with an associate degree; (b) Four years of direct experience can be substituted with a bachelor's degree; (c) Six years of direct experience can be substituted with a master's degree; (d) Seven years of direct experience can be substituted with a professional degree; or (e) Nine years of direct experience can be substituted with a doctoral degree. Supplemental Information and Knowledge, Skills and Abilities

SPECIAL QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of the principles and processes for effective, professional customer service. Knowledge of principles and processes for providing customer service, to include customer needs assessment and actively looking for ways to assist the customer, meeting quality standards for services, and evaluation of customer satisfaction. Knowledge of the Clerk & Comptroller's office which includes departments, operations, regulations, and legal terminology. Knowledge of proficiency in the use of the Windows Operating System, Microsoft Office, E-mail, and website navigation; in addition to the use of personal computers, telephones, and general office equipment. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Computer skills for word processing, spreadsheet, database, and accounting software. Ability to rapidly learn and comprehend new computer applications in a continually changing environment. Ability to follow complex oral and written instructions and/or requests. Ability to demonstrate patience, maturity, and common sense when relating to the customer and a high degree of accuracy in order to ensure customer's needs are met. Ability to assess the customer's need(s) using sound judgment in order to provide the correct information and to access the customer's reaction(s) when information is imparted and understanding and reacting appropriately to customer's actions while maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations, always maintaining a cooperative and professional demeanor. Ability to work within deadline constraints and workload surges. Ability to establish and maintain effective working relationships with the Clerk & Comptroller, administrative staff, vendors, and Clerk & Comptroller's employees. Ability to live and advocate commitment to the Organization's vision, mission, and values. Ability to work effectively in a team environment, successfully engage in multiple initiatives simultaneously, and actively resolve problems and find solutions using available resources. Ability to report to work on time and to perform the duties of the position for an entire workday.

PHYSICAL AND COGNITIVE DEMANDS

The work is typically sedentary which requires sitting for long periods of times, exerting up to 10 pounds of force occasionally and/or negligible amount of force to lift, carry, push, pull, or otherwise move objects, including the human body. The work may require exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Additionally, the following physical and cognitive abilities are required:

Dexterity:

Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Hearing:

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination in sound.

Mental Acuity:

Ability to make rational decisions through sound logic and deductive processes.

Repetitive Motion:

Substantial movements (motions) of the wrist, hands, and/or fingers.

Speaking:

Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.

Visual Acuity:

Have close visual acuity to perform an activity such as preparing and analyzing data and figures, transcribing, viewing a computer terminal, and/or extensive reading.

WORK ENVIRONMENT

Work is performed primarily indoors at one or more of our office locations in Dade City and/or New Port Richey. Travel may be required for meetings or training opportunities.