Posted : Tuesday, September 03, 2024 03:21 AM
JOB
The Consolidated Call Center at the Development Services Department at the City of Fort Lauderdale seeks a Customer Service Representative.
This position performs a wide variety of basic customer services and clerical tasks in support of the City of Fort Lauderdale.
They answer inbound telephone calls responding to customer complaints and inquiries and forwards calls to appropriate parties.
Read below for more details.
Currently there are three (3) sections in the Consolidated Call Center: 1.
Transportation and Mobility / Parking Customer Service Work hours: 7:30 am to 4:00 pm, Monday - Friday.
This is an essential position and may be required to wok during emergencies declared by the City Manager when essential workers may be working any shift, 24 hours daily.
Ability to work with several different systems at the same time, for research purposes, and to assist customers.
Provides customer service by answering telephones, replying to emails, and researching different computer systems.
Resolves customer inquiries, complaints, and issues via phone, email, and fax machine.
Performs a variety of clerical duties by entering information into databases, generating, processing, and submitting reports.
Prepares and mail letters, notices, and other relevant materials.
Verifies accuracy and completeness of all data/information received and researches and provides verification on information requests.
May be cross trained to back up other sections in the Consolidated Call Center.
Bilingual – Spanish speaking highly preferred.
2.
Public Works / City Wide Customer Service Work shifts vary between: 6:00 am to 3:00 am as the Call Center is open 7 days a week and holidays.
(A change will happen soon where the Call Center will only be open until 10:00 pm).
This is an essential position and may be required to work during emergencies declared by the City Manager when essential workers may be working any shift, 24 hours daily.
High volume call center, responsible for answering all 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.
Ability to work with several different systems at the same time, for research purposes, and to assist customers.
Cross-training across consolidated call center to help support and back up other divisions within the call center.
Bilingual – Spanish speaking highly preferred.
Previous experience in a customer support role or call center - preferred.
3.
Development Services / Building Services Customer Service Work hours: Main shift is 7:30 am to 4:00 pm, Monday - Friday.
Additional work shifts vary between: 6:00 am to 3:00 am as the Call Center is open 7 days a week and holidays.
(A change will happen soon where the Call Center will only be open until 10:00 pm).
The first few weeks of training are on the 7:30 am-4:00 pm shift.
This is an essential position and may be required to work during emergencies declared by the City Manager when essential workers may be working any shift, 24 hours daily.
Provides customer service primarily by answering phones and answering the callers question or routing them to the correct person/area.
Will be cross trained to back up other teammates in Consolidated Call Center.
Must be able to work with several different computer systems simultaneously to assist callers.
Assisting customers with using Lauderbuild online by coaching them through the process when needed.
Help train/cross train new hires and customer service representatives that may need more training.
Bilingual Spanish speaking highly preferred.
Previous customer service and call center experience highly preferred.
The City of Fort Lauderdale employees possess a passion for public service demonstrated by a high degree of enthusiasm, self-reliance, and job proficiency.
They effectively convey the vision and mission of the organization and provide excellent service and satisfaction to our internal and external customers.
The City offers a wide variety of benefits to employees.
In addition to the competitive benefits package and salary, the City participates in the Florida Retirement System (FRS) which offers an investment option and a pension option and requires a 3% contribution from employees.
New hires are automatically enrolled in FRS.
Say "Hello" to the City of Fort Lauderdale and Say "Goodbye" to Your Student Loan! That's right! Under the U.
S.
Department of Education's Public Service Loan Forgiveness (PSLF) program, the remaining balance on your student loan may be forgiven after you have made 120 qualifying monthly payments while working full-time at the City of Fort Lauderdale! Please visit www.
fortlauderdale.
gov/PublicServiceLoanForgiveness for more information or to see if you qualify.
This job classification is included within the bargaining unit represented by Teamsters Local Union769 and therefore is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769.
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).
Additionally, this job classification is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769.
EXAMPLE OF DUTIES 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 and responding to inquiries, assisting customers with documents and equipmentOpens and closes accounts, collects payments assist customers with account inquires and issuesResolves customer billing inquiries, complaints, and issues via phone, email, fax machine, and in-personal contactCollects payments; explains billing and payment practicesPerforms a variety of clerical duties by filing, entering information into databases, generating and submitting reports, and processing journal entriesVerifies accuracy and completeness of all data/information received, and researches and provides verification on information requestsOperates a computer in transferring/transcribing/composing various documentationPerforms daily accounting tasks related to work performed, which may include calculating, billing, and receiving various fees and payments; balancing daily revenuesMay process and issue various types of permits, certificates, and licenses as requiredReceives, processes and distributes division mail, and prepares forms, letters, and parcels for mailingPrepares and distributes various division records, reports, notices and other relevant materialsReceives and reviews invoices, reports, forms and applications and distributes copies to appropriate personnelPerforms related work as required SUPPLEMENTAL INFORMATION Depending on the number of applications and the quality of their education and experience, the examination may consist of one or more of the following tests: Evaluation of Training and Experience, Oral Interview, Written Examination, or other assessment method.
Applicants must attain a minimum score of 70 in each part of the examination to qualify.
All successful applicants will be required to pass a medical examination, including drug screening, prior to appointment.
An eligible veteran who enters an open-competitive examination shall receive preference points added to the total passing score earned in the examination as provided for in the Florida Statutes.
To obtain veteran's preference, candidates MUST submit a copy of separation papers and the City of Fort Lauderdale's veteran's preference claim form (J-204).
This position performs a wide variety of basic customer services and clerical tasks in support of the City of Fort Lauderdale.
They answer inbound telephone calls responding to customer complaints and inquiries and forwards calls to appropriate parties.
Read below for more details.
Currently there are three (3) sections in the Consolidated Call Center: 1.
Transportation and Mobility / Parking Customer Service Work hours: 7:30 am to 4:00 pm, Monday - Friday.
This is an essential position and may be required to wok during emergencies declared by the City Manager when essential workers may be working any shift, 24 hours daily.
Ability to work with several different systems at the same time, for research purposes, and to assist customers.
Provides customer service by answering telephones, replying to emails, and researching different computer systems.
Resolves customer inquiries, complaints, and issues via phone, email, and fax machine.
Performs a variety of clerical duties by entering information into databases, generating, processing, and submitting reports.
Prepares and mail letters, notices, and other relevant materials.
Verifies accuracy and completeness of all data/information received and researches and provides verification on information requests.
May be cross trained to back up other sections in the Consolidated Call Center.
Bilingual – Spanish speaking highly preferred.
2.
Public Works / City Wide Customer Service Work shifts vary between: 6:00 am to 3:00 am as the Call Center is open 7 days a week and holidays.
(A change will happen soon where the Call Center will only be open until 10:00 pm).
This is an essential position and may be required to work during emergencies declared by the City Manager when essential workers may be working any shift, 24 hours daily.
High volume call center, responsible for answering all 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.
Ability to work with several different systems at the same time, for research purposes, and to assist customers.
Cross-training across consolidated call center to help support and back up other divisions within the call center.
Bilingual – Spanish speaking highly preferred.
Previous experience in a customer support role or call center - preferred.
3.
Development Services / Building Services Customer Service Work hours: Main shift is 7:30 am to 4:00 pm, Monday - Friday.
Additional work shifts vary between: 6:00 am to 3:00 am as the Call Center is open 7 days a week and holidays.
(A change will happen soon where the Call Center will only be open until 10:00 pm).
The first few weeks of training are on the 7:30 am-4:00 pm shift.
This is an essential position and may be required to work during emergencies declared by the City Manager when essential workers may be working any shift, 24 hours daily.
Provides customer service primarily by answering phones and answering the callers question or routing them to the correct person/area.
Will be cross trained to back up other teammates in Consolidated Call Center.
Must be able to work with several different computer systems simultaneously to assist callers.
Assisting customers with using Lauderbuild online by coaching them through the process when needed.
Help train/cross train new hires and customer service representatives that may need more training.
Bilingual Spanish speaking highly preferred.
Previous customer service and call center experience highly preferred.
The City of Fort Lauderdale employees possess a passion for public service demonstrated by a high degree of enthusiasm, self-reliance, and job proficiency.
They effectively convey the vision and mission of the organization and provide excellent service and satisfaction to our internal and external customers.
The City offers a wide variety of benefits to employees.
In addition to the competitive benefits package and salary, the City participates in the Florida Retirement System (FRS) which offers an investment option and a pension option and requires a 3% contribution from employees.
New hires are automatically enrolled in FRS.
Say "Hello" to the City of Fort Lauderdale and Say "Goodbye" to Your Student Loan! That's right! Under the U.
S.
Department of Education's Public Service Loan Forgiveness (PSLF) program, the remaining balance on your student loan may be forgiven after you have made 120 qualifying monthly payments while working full-time at the City of Fort Lauderdale! Please visit www.
fortlauderdale.
gov/PublicServiceLoanForgiveness for more information or to see if you qualify.
This job classification is included within the bargaining unit represented by Teamsters Local Union769 and therefore is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769.
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).
Additionally, this job classification is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769.
EXAMPLE OF DUTIES 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 and responding to inquiries, assisting customers with documents and equipmentOpens and closes accounts, collects payments assist customers with account inquires and issuesResolves customer billing inquiries, complaints, and issues via phone, email, fax machine, and in-personal contactCollects payments; explains billing and payment practicesPerforms a variety of clerical duties by filing, entering information into databases, generating and submitting reports, and processing journal entriesVerifies accuracy and completeness of all data/information received, and researches and provides verification on information requestsOperates a computer in transferring/transcribing/composing various documentationPerforms daily accounting tasks related to work performed, which may include calculating, billing, and receiving various fees and payments; balancing daily revenuesMay process and issue various types of permits, certificates, and licenses as requiredReceives, processes and distributes division mail, and prepares forms, letters, and parcels for mailingPrepares and distributes various division records, reports, notices and other relevant materialsReceives and reviews invoices, reports, forms and applications and distributes copies to appropriate personnelPerforms related work as required SUPPLEMENTAL INFORMATION Depending on the number of applications and the quality of their education and experience, the examination may consist of one or more of the following tests: Evaluation of Training and Experience, Oral Interview, Written Examination, or other assessment method.
Applicants must attain a minimum score of 70 in each part of the examination to qualify.
All successful applicants will be required to pass a medical examination, including drug screening, prior to appointment.
An eligible veteran who enters an open-competitive examination shall receive preference points added to the total passing score earned in the examination as provided for in the Florida Statutes.
To obtain veteran's preference, candidates MUST submit a copy of separation papers and the City of Fort Lauderdale's veteran's preference claim form (J-204).
• Phone : NA
• Location : 100 N Andrews Ave, Fort Lauderdale, FL
• Post ID: 9120977056