CUSTOMER SERVICE REPRESENTATIVES - Consolidated Call Center at DSD

at  City of Fort Lauderdale FL

THE CONSOLIDATED CALL CENTER AT THE DEVELOPMENT SERVICES DEPARTMENT AT THE CITY OF FORT LAUDERDALE SEEKS A CUSTOMER SERVICE REPRESENTATIVE.

This position performs a wide variety of basic customer services and clerical tasks in support of the City of Fort Lauderdale. They answer inbound telephone calls responding to customer complaints and inquiries and forwards calls to appropriate parties. Read below for more details.
This specific vacancy is located in the Public Works / City Wide Customer Service Section of the Consolidated Call Center.

Public Works / City Wide Customer Service

• This particular work shift is Thursday - Monday from 11:30 am - 7:00 pm with Tuesdays & Wednesdays off.
• This is an essential position and may be required to work during emergencies declared by the City Manager when essential workers may be working any shift, 24 hours daily.
• High volume call center, responsible for answering all inbound calls through the City of Fort Lauderdale’s customer service phone number.
• Provides customer service support to various departments within the City of Fort Lauderdale.
• Answers inquiries by clarifying desired information by researching, locating, and providing information using knowledge of the City’s policies and services.
• Ability to work with several different systems at the same time, for research purposes, and to assist customers.
• Cross-training across consolidated call center to help support and back up other divisions within the call center.
• Bilingual – Spanish speaking highly preferred.
• Previous experience in a customer support role or call center - preferred.

The City of Fort Lauderdale employees possess a passion for public service demonstrated by a high degree of enthusiasm, self-reliance, and job proficiency. They effectively convey the vision and mission of the organization and provide excellent service and satisfaction to our internal and external customers.

JOB REQUIREMENTS & WORK ENVIRONMENT

• High School Diploma or G.E.D. equivalency
• One (1) to three (3) years of general clerical work or customer service experience.
• Must have excellent phone and verbal communication skills and strong data entry skills.
• Additional completion of coursework at an accredited college or university, may substitute on a year-for-year basis for the required experience.

SPECIAL REQUIREMENTS

Essential Employees will be required to work during a declared emergency or be required to work in some capacity after the declared emergency. The employee’s Department Head will determine when the employee will be required to work. Shifts could be any time during a 24-hour period, seven days a week and including holidays.

• Provides customer service by answering telephones and responding to inquiries, assisting customers with documents and equipment
• Opens and closes accounts, collects payments assist customers with account inquires and issues
• Resolves customer billing inquiries, complaints, and issues via phone, email, fax machine, and in-personal contact
• Collects payments; explains billing and payment practices
• Performs a variety of clerical duties by filing, entering information into databases, generating and submitting reports, and processing journal entries
• Verifies accuracy and completeness of all data/information received, and researches and provides verification on information requests
• Operates a computer in transferring/transcribing/composing various documentation
• Performs daily accounting tasks related to work performed, which may include calculating, billing, and receiving various fees and payments; balancing daily revenues
• May process and issue various types of permits, certificates, and licenses as required
• Receives, processes and distributes division mail, and prepares forms, letters, and parcels for mailing
• Prepares and distributes various division records, reports, notices and other relevant materials
• Receives and reviews invoices, reports, forms and applications and distributes copies to appropriate personnel
• Performs related work as require