Customer Service Representative (Call Center)

City of Fort Lauderdale; Fort Lauderdale (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

The City of Fort Lauderdale is hiring a Customer Service Representative for the Customer Support Center. The role handles high-volume inbound calls, assists with accounts and billing, and performs clerical tasks to support city services.

Essential duties include resolving inquiries, documenting interactions, coordinating with divisions, and ensuring accurate data entry. Public service mindset and ability to work shifts may be required.

Qualifications

• Excellent telephone/verbal and written communication skills.
• Five years of customer service experience preferred.
• Bilingual abilities preferred.
• One year minimum of high-volume telephone experience requested.

Responsibilities

• Answers inbound telephone calls responding to customer complaints and inquiries.
• Assists or forwards calls to appropriate parties and provides basic customer services.
• Opens and closes accounts, collects payments, and assists with account inquiries.
• Resolves billing inquiries and processes various clerical tasks.
• Performs data entry, prepares reports, and balances daily revenues.
• Cross-trains to support other call center sections and handles high call volumes.

Skills

Customer service

Communication

Bilingual

Call center experience

Data entry

Education

High School Diploma or GED

Job description

The Community Services Department at the City of Fort Lauderdale seeks a Customer Service Representative for the Customer Support Center.

This position answers inbound telephone calls responding to customer complaints and inquiries and assists or forwards calls to appropriate parties. They also perform a wide variety of basic customer services and clerical tasks in support of the City of Fort Lauderdale.

In accordance with Article 24 of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769, for posting purposes this open-competitive job posting shall be considered as a simultaneous internal and external posting (it is open to both internal City employees and external applicants).

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

• Provides customer service by answering telephones, 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, and n-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, receiving various fees and payments and balancing daily revenues
• May process and issue various types of permits, certificates, and licenses as required
• May receive, process, and distribute division mail, and prepare 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 required
• Answers a high volume of 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
• Works with several computer systems at the same time for research and to assist customers
• Cross-trains across the consolidated call center to help support and back up other sections within the call center

MINIMUM REQUIREMENTS:

1. High School Diploma or G.E.D. equivalency
2. Three (3) years of customer service and/or clerical experience
3. To claim Veterans’ Preference, candidates must attach to the application a copy of military separation papers (DD214) and service-connected disability documentation (if applicable) to meet eligibility requirements as stipulated by Florida Statues. For additional information, please refer to the Florida Department of Veterans' Affairs. (link:https://floridavets.org/benefits-services/veterans-preference/)

PREFERRED REQUIREMENTS:

1. Excellent telephone/verbal and written communication skills
2. Five (5) years of customer service experience (face to face or telephone)
3. Bilingual
4. One (1) year minimum of high-volume telephone or call center experience

As public servants, employees may be required to work immediately before, during, and/or after an emergency. All employees must be available and able to work assigned shifts as determined by their Department Heads.

PHYSICAL STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS:

The position is generally sedentary. Employees sit most of the time but may walk or stand for brief periods of time. Position involves light physical demands, such as exerting up to 30 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and/or up to 10 lbs. of force constantly to move objects.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Applicants who qualify will be subject to an extensive selection process and screening program, which may include, but not be limited to evaluation of training and experience; written test; interview; employment record, background check; medical examination; and drug screen. The expected duration of the selection process varies by position.

The City of Fort Lauderdale is an Equal Opportunity, Affimitive Action, inclusive employer and a Drug Free Workplace. The City of Fort Lauderdale does not discriminate based on age, citizenship status, color, disability, marital status, national origin, race, religion, sex, or sexual orientation. Veterans' preference per Florida law.