Performs trainee duties assisting customers with accounts, services and transactions; responding to questions; and investigating complaints under the guidance of a senior person.
Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform some or all of the activities described below.
Note : Incumbents function in a trainee capacity to gain proficiency in the duties listed below and become eligible for promotion to Senior Customer Service Representative.
Interviews customers by phone or in person to obtain information to initiate or update account information, to complete transactions or to research files in order to respond to inquiries or complaints.
Records and/or researches information obtained from customers, using a computer, to respond to customer needs in a timely manner.
Advises customers of services available and instructs them on proper procedures, guidelines, forms, formats and information required to obtain a service or complete a process or transaction in accordance with established policy.
Determines fees and charges; processes and verifies cash, check or credit card transactions for services rendered and issues receipts.
Checks accounts, documents and data for correctness and completeness; and recommends course of action.
Prepare routine reports as required to keep management informed.
Investigates complaints and inquires and responds in a courteous, timely and efficient manner.
Operates general office equipment such as computers, cash registers, copiers and faxes.
Performs other related duties as required.
KNOWLEDGE, SKILLS, & ABILITIES
Note : To be acquired during the training period.
Some knowledge of general office policies, procedures and practices.
Some knowledge of English grammar, punctuation and spelling.
Some knowledge of customer service.
Ability to follow oral and written instruction.
Ability to communicate both orally and in writing.
Ability to work effectively with others.
Ability to accurately perform routine computations and verify data.
Ability to use a computer and related software to quickly and accurately enter data.
Ability to type.
Note: Minimum Qualifications MUST be attained before the recruitment ending date.
Graduation from high school or possession of a GED Certificate; and
A passing score on a written test; and
A passing score on a data entry test at 75 gross keystrokes per minute with 90% accuracy.
APPOINTING AUTHORITY MAY REQUIRE
Six months of experience involving contact with the public.
Possession of a valid Driver License.
Employees in this class are required to complete a six month training program as defined by the agency to which the position is assigned. Upon certification by the Agency Head or designated representative of successful completion of training, incumbents will be promoted to Senior Customer Service Representatives. The training period may be extended by the Agency to which the position is assigned.
Application Screening (Civil Service Office)
Performance Exam, if required (Civil Service Office)
Written Exam, if required (Civil Service Office)
Establish List (Civil Service Office)
Department Selection Interviews (Hiring Agency)
Background Investigation (Hiring Agency)
Job Offer (Hiring Agency)
OPEN AND CLOSED RECRUITMENTS : We are running concurrent Closed (Internal) and Open recruitments. Internal candidates on a closed eligibility list must be considered first, prior to a selection being made from the open eligibility list. To be considered for the same classification under Open recruitment, internal candidates must also apply under the open recruitment process.
VETERANS' PREFERENCE : Preference will ONLY be entitled upon initial appointment for eligible veterans and eligible spouses of veterans. Documentation to support entitlement to preference MUST be provided at the time of application.
DRUG-FREE WORK PLACE : The employers of Hillsborough County have implemented a drug-free workplace and all offers of employment are conditioned on job applicants successfully passing a drug test.
NOTE : Depending on the agency of employment, individuals hired may be required to review Hillsborough County driving eligibility criteria and acknowledge their understanding of its provisions.
NOTE : Employees are required to participate in the response/recovery activities related to emergencies/disasters affecting the County. They are required to work in their normal job duties or other activities within their skills and capabilities. Proper compensation will be made in accordance with existing rules and procedures.
EXAMINATION : Examination may be administered at the time of application, depending on qualifications. Test information is available at the Reception Branch, Hillsborough County Civil Service Office. This information must be obtained in person and it is the applicant's responsibility to obtain it, if desired.
SPECIAL NOTE: The position to be filled, as a result of this recruitment, will require working non-standard (shift) hours.