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Customer Service Representative ( Max 50 Applicants)

CAD-SL-Sunshine Line

Location: Tampa, Florida
Type: Full-Time, Permanent, Non-Remote
Posted on: September 3, 2020
This job is no longer available from the source.
Customer Service Representative ( Max 50 Applicants)
CAD-SL-Sunshine Line
-
Tampa, FL
$13.94 - $21.60 an hour
This position is responsible for resolving routine to complex customer service matters and performing front-line customer service duties in call centers, offices, and customer intake area
Idea Candidate
Preferred candidate needs to be bi-lingual in Spanish. Candidate needs to be able to read, write and speak Spanish language fluently.
The candidate will also be telecommunicating from home and office as needed.
Minimum Qualifications
• Graduation from High School or possession of a GED certificate; AND
• Successful completion of the Hillsborough County Customer Service Trainee period, or one year as a customer service representative in a call center; OR
• An equivalent combination of experience, education, and training that would reasonably be expected to perform the job-related competencies noted below.
Core Competencies
• Customer Commitment - Proactively seeks to understand the needs of the customer and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational excellence.
Duties and Responsibilities
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.
• Properly uses an automated telephone system to interview customers to obtain necessary demographic, social, and economic information to determine program eligibility and refers those who are not eligible to appropriate transportation resources.
• Establishes new customer files or updates existing files as appropriate using specialized transportation software and ensures the customer database is properly maintained; determines mobility needs and documents special accommodations and trip information in customer files; determines appropriate transportation service and co-pay according to various funding sources.
• Schedules transportation requests according to established federal, state, local, and various agency guidelines for eligible customers to include bus passes or door-to-door trips; schedules customer's ongoing appointments (subscription trips) to life sustaining facilities such as dialysis, radiation, chemotherapy, and mental health programs.
• Returns phone calls and follows-up with clients whose trips or information could not be verified at the time of the initial call; calls medical and other facilities as needed to verify appointments; mails out or faxes proper program information to customers and various agencies within the community.
• Communicates with the operations team daily on changes affecting same day trips, coordination of complex future trips and work through customer concerns for positive outcomes.
• Operates office equipment, computers, scanners, copiers, fax machines and telephones; maintains a daily telephone log of all calls handled.
• Processes referrals from other human service agencies based on customer needs.
• Is an essential member of the emergency response team for transportation call center operations as required by emergency and disaster plans.
• Performs other related duties as required.
Job Specifications
• Knowledge of agency policies, procedures and office practices.
• Knowledge of standard call center operations and customer service best practices.
• Knowledge of English grammar, punctuation and spelling.
• Knowledge of Spanish grammar, punctuation and spelling for bi-lingual representative position.
• Skill in communicating and interviewing customers to obtain information and determine need.
• Ability to work and communicate effectively with others.
• Ability to use an automated telephone system and computer to quickly and accurately enter data.
• Committed to providing the highest standards of customer service.
• Team oriented and works collaboratively with team members to meet organizational goals and objectives.
Physical Requirements
• Employees will be in an office environment in a sedentary position.
Work Category
Sedentary Work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Emergency Management Responsibilities
In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee's department, the County's Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.
Career Progression
Employees in this classification that acquire the competencies and minimum qualifications for the next tier will be able to apply for promotional opportunities through a competitive selection process. Employees will not automatically be upgraded to the next tier. Reclassifying a position is based on business need and financial impact and is not based solely on the job competencies or qualifications of the incumbent.
#VIZI
Primary Location : United States-Florida-Tampa
Job : Customer Service Representative.N.Admin
Organization : CAD-SL-Sunshine Line
Schedule : Regular
Shift : Standard
Job Type : Full-time
Job Posting : Sep 1, 2020
Classification Type : Classified
Application Deadline : Sep 6, 2020
Salary Range : 13.94 -21.60 US Dollar (USD) Hourly