Call Center Representative

Lee-County-Tax-Collector; Fort Myers (FL); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Paid Time Off

Holiday pay

Medical, Dental, Vision

Disability programs

Life Insurance

Pet Insurance

Retirement plan with employer match

Tuition Reimbursement

Job summary

Lee County Tax Collector is seeking a Call Center Representative in Fort Myers, FL to deliver high-quality customer service and handle payments via phone or mail. The role supports the call center to meet performance benchmarks and maintain 5-Star service standards.

The position requires a high school diploma or GED with cash handling experience, proficiency in Microsoft Office, and a valid Florida driver’s license. Bachelor’s degree and bilingual ability are preferred.

Qualifications

• Requires a high school diploma or GED; experience in customer service or call center and cash handling preferred.
• Proficiency in Microsoft Office and a valid Florida driver’s license required.
• Bachelor’s degree in business management or related field and ability to speak a second language preferred.

Responsibilities

• Provides guidance to customers regarding tax collector services and procedures; processes payments via phone or by mail; reviews and retains forms, titles, documents, payments and applications; posts payments to proper accounts.
• Performs audits and verifications to ensure funds are processed accurately; balances daily revenues with end-of-day totals.
• Responds to customer requests or concerns, researches problems and initiates problem resolution.
• Performs general clerical tasks; maintains and updates customer records.
• Collaborates with management and partner agencies to coordinate work activities and resolve problems.
• Remains up to date on policies, procedures, bulletins, applicable laws and agency updates.
• Other duties as assigned.

Skills

Customer service

Cash handling

Microsoft Office

Communication skills

Education

High school diploma or GED

Bachelor’s degree in business management or related field (preferred)

Tools

Microsoft Office

Job description

Description

**Salary Information - Starting Hourly Rate of $18.38. Hours are Mon.-Fri. 8:15 a.m.-5:15 p.m.**

Do you thrive in a fast-paced, customer focused environment? Look no further than the Call Center Representative role here at the Lee County Tax Collector (LCTC). In this role, you will serve the community by responding to customer requests or concerns. While delivering 5-star service, you will connect with customers and be a part of vibrant team that strive for excellence every day.

In addition to Competitive Pay, this position is eligible for a variety of benefits including:

• WORK LIFE BALANCE: Paid Time Off & Holiday pay
• HEALTH & WELLNESS: Medical, Dental, Vision and other short- and long-term disability programs, Telehealth and wellness programs such as Accident Protection Plans and Critical Illness Plans
• SAVINGS & RETIREMENT BENEFITS: Florida Retirement System and Deferred Compensation with Employer Match
• INSURANCE: Company paid Life Insurance
• OTHER INSURANCE PROGRAMS: Additional Life Insurance for you and your family and Pet Insurance. We love our pets!
• LIFE EVENTS: Employee Assistance Program (EAP), Legal and financial assistance benefits
• ADDED VALUE: Training & Development Program, Tuition Reimbursement

Job Summary

The Call Center Representative provides a full range of service delivery activities that support the Call Center team and engages our customers. The representative contributes to the smooth operations of the call center by ensuring individual service levels meet or exceed established benchmarks and align with the customer service strategy for operational excellence and 5-Star customer service quality.

Main Responsibilities

• Provides guidance to customers regarding tax collector services and procedures; processes payments via phone or by mail; reviews and retains various forms, titles, documents, payments and applications; and posts payments to proper accounts.
• Performs various audits and verifications to ensure funds are processed accurately and according to departmental procedures; balances daily revenues with end-of-day totals.
• Responds to customer requests or concerns, research problems and initiates problem resolution.
• Performs general clerical tasks; maintains and updates customer records.
• Collaborates with management team and partner agencies as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
• Remains up to date on policies, procedures, bulletins, applicable laws and legislation; professional literature and agency updates.
• Other duties as assigned.

Requirements

1. High school diploma or GED; supplemented by experience in customer service or call center and cash handling; or an equivalent combination of education, certification, training and/or experience. Proficiency in Microsoft Office and valid Florida driver’s license required. Bachelor’s degree in business management or related field and ability to speak a second language preferred.

2. Excellent communication skills and interpersonal skills; proven ability to problem-solve; well organized and manages time effectively.

FLSA Status Description

Work is performed under general supervision with limited latitude. Position exercises some judgment to determine in accordance with well-defined policies, procedures and techniques.

Work Conditions

Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and material of light weight (5-10 lbs.). Tasks may involve extended periods of time at a keyboard or workstation.

Sensory Requirements: Some tasks require the ability to perceive and discriminate visual cues or signals, and to communicate orally and in writing.

Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.