What are the responsibilities and job description for the Customer Service Specialist position at Lee County, Florida?
Description
Lee County is pleased to announce an exciting opportunity within our Solid Waste Department. The Customer Service Specialist is responsible for customer service-related issues pertaining to garbage, yard waste, recycling, special waste collection, and disposal.
The incumbent is knowledgeable of the terms and conditions of the Solid Waste Ordinances and Franchise Hauling Contracts as well as County principles and practices. This position also responds to inquiries pertaining to disposal fees and product pricing; performs the division's administrative support and other duties as assigned.
Duties and Responsibilities
- Answers and routes incoming calls.
- Responds to complaints and inquiries related to service and product availability, billing, solid waste tipping fees, special waste disposal, etc. according to county policies and procedures and the appropriate Solid Waste ordinances.
- Initiates a Request For Action (RFA) for residents and businesses to the respective hauler or the Solid Waste Environmental Specialist Senior to record and track service-related requests.
- Assists callers navigating the Mandatory Construction and Demolition Debris recycling process and directs customers to the worksheets needed.
- Greets and assists walk-in customers.
- Calculates and determines correct fee, collects cash, issues receipts, makes correct change, and maintains cash box.
- Identifies special accommodation requirements for residents with medical disabilities and initiates the application process in a timely manner, seeks approval, communicates with the applicant, and establishes back door service collection with the respective service provider.
- Works closely with the Solid Waste Environmental Inspector on all service-related calls.
- Maintains and organizes files.
- Performs data input and generates reports.
- Types correspondence from draft or dictation, documents, and presentations.
- Proofreads and assembles documents for distribution and mail.
- Researches data for special projects.
- Purchases office supplies and communication devices for staff and maintains records of phone purchases.
- Approves invoices and routes to Fiscal staff.
Education, Experience, Licensing
- Requires any combination of education and experience equivalent to High School graduation or GED and one year of fast-paced, professional customer service or closely related experience.
- Experience in a call center is preferred.
- Possession of a valid driver's license and an acceptable driving record is preferred.
Supplemental Information
- Ability to deal tactfully and courteously with the public.
- Ability to listen, understand, and use clear communication.
- Ability to work effectively with others.
- Ability to interpret and apply policies and procedures with customers, developers, and homeowners.
- Ability to perform basic mathematical calculations for service fees and charges; take money and make correct change.
- Proficient in the use of Microsoft Office Programs; such as Word, Excel, PowerPoint, and Outlook.
- Ability to perform data entry quickly and accurately.
- Effective time management skills.
- Maintains confidentiality and discretion.
- The workdays and hours are Monday - Friday from 8:00 AM - 4:30 PM.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this classification. All positions are subject to a criminal background check. A conviction in and of itself may not necessarily preclude employment. Some positions may be subject to a pre-employment drug screening. Certain service members and veterans, and the spouses and family members of such service members and veterans, who claim and meet eligibility requirements of veterans preference, receive preference and priority in employment and are encouraged to apply.