Senior Customer Service Specialist

Provides customer service and assistance to Citrus County customers and citizens. Works according to some procedures but decides how and when to do things under general supervision.

The primary work schedule for this full-time position is Monday through Friday, 8:00 AM to 5:00 PM.

Salary Disclosure:  Starting Salary:  $17.48 hourly plus benefit and retirement options; Pay Range $17.48 - $23.76 hourly. Pay Grade:108
 
Please review our Summary of Benefits under Supplemental Information below.
  

EMERGENCY RESPONSE/RECOVERY ACTIVITIES

All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location, and work schedule to fit the needs of the County and its citizens.  Emergency response duties may also include driving and/or operating a county vehicle or equipment and employees must obey all safety policies, and roadway rules and laws.

• Answers telephone calls, responds to customer requests, inquiries, and directs visitors to meeting rooms, offices, or other areas.
• Maintains and balances cash drawer; checks currency when receipting to be sure it is genuine; stamps back of checks and notes ID information; balances cash, checks, and credit card payments to daily report.
• Uses a variety of resources and databases to assist customers and research concerns.
• Assists with training of new employees on policies and procedures.
• Ensures that task outlines are updated when there are changes in procedure or policy.
• Receives and receipts all funds generated by permits, solid waste assessments, citations, and other payments, as required using the over the counter, interoffice and external mail, and phone.
• Maintains carpool key box and Sunpass transponders, reviews the intranet calendar before distributing keys/transponder. Confirms all carpool paperwork is completed and turned in, notifying Fleet of any vehicle problems.
• Receives sorts and distributes mail; maintains log and secures key for Records room; signs for all courier delivered items, contacting employees to pick up items.
• Performs other duties as required.

Education, Training, and Experience

• High School or GED equivalent and formal training.  
• Special courses or self-education that is equivalent to satisfactory completion of one year of college education or specialized advanced training.
• Two (2) years of experience cash handling and billing.

Certificates, Licenses, Registration, Skills

• Valid Florida Driver License (or must obtain within 30 days of establishing residency in Florida), or valid Florida Identification Card is acceptable only for positions not required to drive a county vehicle.
• May require Notary Public Certification.
• Requires handling or using machines, tools or equipment requiring moderate instruction and experience such as computers, peripherals, software programs such as word processing, spreadsheets or custom applications, switchboard, fax machines, copiers, scanners.
• Requires ability to maintain courteous and effective relations with County staff, elected officials, community interest groups and the public.
• Must have strong working knowledge of computers and be proficient in the use of Microsoft Office Suite of Products (i.e., Outlook, Word, Excel, etc.).
• Must have or be able to obtain within 90 days certification in FEMA National Incident Management System (NIMS) courses:
  1. IS-100.c: Introduction to the Incident Command System (ICS); and
  2. IS-700.b: An Introduction to the National Incident Management System

Physical Requirements/Work Environment

• Requires sitting most of the day.
• The job involves frequent lifting and carrying up to 10 pounds, and occasionally up to 20 pounds.
• The job requires frequent bending, balancing, twisting, and reaching above shoulders.
• The job requires the completion of tasks that involve simple grasping, pushing, pulling, fine manual manipulation, and typing.
• The job requires normal visual acuity and field of vision, depth perception and color vision, hearing, and speaking.
• The job may risk exposure to adverse weather, moving machinery, fumes and gases, electrical hazards, unprotected heights, and extreme noise.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Summary of Benefits: Citrus County Board of County Commissioners provides a comprehensive benefit package. Employees are eligible to participate in the County's insurance plans if they are working a minimum of 30 hours per week in a benefit-eligible position. Coverage will become effective the first of the month following a 30-day waiting period. For example, an employee hired on April 10, the effective date of coverage will be on June 1.

Medical Insurance- Base Plan (Carrier: Florida Blue)

• Employee Premium is $0.00 with Nicotine Affidavit
• Employee Premium is $50.00 monthly without Nicotine Affidavit
• Dependent coverage is available with bi-weekly premiums

Employee Health & Wellness Center

• Employee Premium is $0.00 when covered under Medical Insurance
• Dependent coverage is $0.00 when covered under Medical Insurance

Dental Insurance

• Employee Premium is $0.00
• Dependent coverage is available with bi-weekly premiums

Vision Insurance

• Employee Premium is $5.66 monthly
• Dependent coverage is available with monthly premiums

Florida Retirement System

• Employee contributes 3% of gross salary per pay-period
• Option to choose from Pension Plan or Investment Plan. Visit myFRS.com for more details

Other Benefits:

• Basic Term Life and AD&D Insurance $20,000
• Long Term Disability Insurance
• Life Assistance Program
• Paid Holidays - no waiting period
• Vacation Leave - accrues each pay period
• Sick Leave - accrues each pay period

Please note that the benefits may not apply to all constitutional offices; please refer to policies for specific information. The County's Personnel Policies, applicable Union Contracts and/or Certificate of Coverage provides detailed descriptions of all available employee benefit programs and stipulations. To learn more about the County's benefit program, visit the Human Resources section on our website: https://www.citrusbocc.com/departments/human_resources/employee_information___benefits.php

Basis of Rating:  Some positions may require a written and/or skills test. Applications will be carefully reviewed to assess each individuals’ qualifications. Selected persons will be interviewed to determine who will be hired for the job.  The kind and length of related work experience, training and education shown on the application will be an important consideration in the screening process.

Must successfully pass an employment reference check, criminal background check, physical examination check. Drug screens will be in accordance with the Drug Free Workplace Act and/or the Omnibus Transportation Employee Testing Act of 1991.

Citrus County, Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.  

Citrus County, Florida Board of County Commissioners (BOCC), is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), marital status, citizenship, physical or mental disability, genetic information, veteran status, or any other protected trait.

Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the Citrus County, Florida Board of County Commissioners in advance to allow sufficient time to provide an accommodation.

Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for vacancies and are encouraged to apply. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.

Pursuant to Chapter 119, Florida Statutes or the “Public Records Law,” applications, resumes and personnel records are subject to public inspections. Details regarding the “Public Records Law”/ “The Sunshine Law” / Florida Statutes and the statutory exemptions are available on websites such as the Florida Office of the Attorney General, Florida Senate and Florida Legislature. Additionally, Citrus County Board of County Commissioners Public Information section is located on our website.