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SENIOR CUSTOMER SERVICE REPRESENTATIVE

Concurrent Open & Closed recruitments require 2 separate apps

Recruitment #A1651-00-o23021

Introduction

 

Hillsborough County Government is looking for new members to join our team who are aligned with our core values of commitment to excellence; stellar customer service; and embracing diversity, transparency, and accountability.  Our employees enjoy careers that are professionally and personally rewarding and that provide fair and reliable compensation.   

 

Hillsborough County Government consists of many independent agencies with over 9,000 combined employees.  We provide a wide range of municipal services to the citizens of Hillsborough County, including law enforcement, detention, fire, street construction and maintenance, courts, library, parks and recreation, planning and zoning, property appraisal, tax collection, water, sewer, and solid waste collection services. In addition, we also employ professionals, paraprofessionals, and clerical staff in a wide range of service support functions, including management, finance, information technology, human resources, facilities, communications, etc. 

 

Learn more about Hillsborough County or read on to learn more about this exciting opportunity to join our team.

MAJOR FUNCTION

Performs duties assisting the general public with their accounts and all agency transactions, responding to questions, and investigating complaints.

MAJOR DUTIES

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. Depending on assigned area of responsibility, incumbents in the position may perform some or all of the activities described below.
  • Receives, reviews, verifies, and registers all documents and any other pertinent material for accuracy and completeness; initiates, transfers and changes customer accounts/transactions as it pertains to agency.
  • Determines correct guidelines, forms, formats and information required to accomplish transactions, changes and other pertinent issues as it applies to state law or county ordinances.
  • Reviews information given and how to apply them at each given situation.
  • Provides information on policies, ordinances, state and county regulations, classifications, qualifying requirements and fees.
  • Initiates accounts and transactions, rates and fees, enters information into database.
  • Reviews accounts and/or documentation, initiates actions and recommends courses of action to supervisor for any noncompliance.
  • Responds to questions concerning agency policies, procedures and provides information to help with the solution.
  • Investigates complaints, incorrect charges, inaccurate forms and any questionable documentation.
  • Oversees the work of other staff by assigning and reviewing work; assists in new personnel training.
  • Operates data processing equipment, copiers, PCs, faxes, maintains records and reports for agency.
  • Performs other related duties as required.

KNOWLEDGE, SKILLS, & ABILITIES

  • Working knowledge of agency procedures and documentation.
  • Working knowledge of customer service practices and procedures.
  • Working knowledge of office policies, procedures and practices.
  • Working knowledge of English grammar, punctuation and spelling.
  • Ability to evaluate customer's information to determine course of action.
  • Ability to communicate effectively both orally and in writing.
  • Ability to work effectively with others.
  • Ability to perform accurate computations and verifications of data.
  • Ability to coordinate the work of other employees.
  • Ability to use computer terminal to quickly and accurately enter data.
  • Ability to train others in customer service duties.
  • Ability to type.

MINIMUM QUALIFICATIONS

Note: Minimum Qualifications MUST be attained before the recruitment ending date.

 

Graduation from high school or possession of a GED certificate; and
One year of customer service related experience with a county agency or utility; and
A passing score on a written test; and
A passing score on a data entry test at 75 gross keystrokes per minute with 90% accuracy.


OR


Graduation from high school or possession of a GED certificate; and
Two years of experience in clerical duties involving contact with the public; and
A passing score on a written test; and
A passing score on a data entry test at 75 gross keystrokes per minute with 90% accuracy.


OR


Graduation from high school or possession of a GED certificate; and
Completion of a Customer Service Academy from a Vocational/Technical Center; and
One year of experience in clerical duties involving contact with the public; and
A passing score on a written test; and
A passing score on a data entry test at 75 gross keystrokes per minute with 90% accuracy.

 

OR

 

Graduation from high school or possession of a GED certificate; and
Successful completion of the Customer Service Representative Trainee program; and
A passing score on a written test; and
A passing score on a data entry test at 75 gross keystrokes per minute with 90% accuracy.

APPOINTING AUTHORITY MAY REQUIRE

Possession of a valid Driver License.

Selection Process

  
  • Application Screening (Civil Service Office)
  •   
  • Performance Exam, if required (Civil Service Office)
  •   
  • Written Exam, if required (Civil Service Office)
  •   
  • Establish List (Civil Service Office)
  •   
  • Department Selection Interviews (Hiring Agency)
  •   
  • Background Investigation (Hiring Agency)
  •   
  • Job Offer (Hiring Agency)
  • Conclusion

    EXAMINATION: Examination may be administered at the time of application, depending on qualifications. Test information is available at the Reception Branch, Hillsborough County Civil Service Office. This information must be obtained in person and it is the applicant's responsibility to obtain it, if desired.

     

    OPEN AND CLOSED RECRUITMENTS:  We are running concurrent Closed (Internal) and Open recruitments. Internal candidates on a closed eligibility list must be considered first, prior to a selection being made from the open eligibility list. To be considered for the same classification under Open recruitment, internal candidates must also apply under the open recruitment process.

     

    VETERANS' PREFERENCE:  Preference will ONLY be entitled upon initial appointment for eligible veterans and eligible spouses of veterans. Documentation to support entitlement to preference MUST be provided at the time of application.

     

    DRUG-FREE WORK PLACE:  The employers of Hillsborough County have implemented a drug-free workplace and all offers of employment are conditioned on job applicants successfully passing a drug test.

     

    NOTE: Depending on the agency of employment, individuals hired may be required to review Hillsborough County driving eligibility criteria and acknowledge their understanding of its provisions.

     

    NOTE: Employees are required to participate in the response/recovery activities related to emergencies/disasters affecting the County.  They are required to work in their normal job duties or other activities within their skills and capabilities. Proper compensation will be made in accordance with existing rules and procedures.

     

     


     

     
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