Clerk Customer Service Specialist
Category: Classified
Pay Grade: C16
Job Code: 18720
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.
JOB SUMMARY
Performs high level problem-solving work managing customer relationships within the Clerk of the Circuit Court and Comptroller’s Office. Employees in this classification have heavy contact with members of the public, perform intricate customer service tasks and financial transactions, and examine, process, and document records within an automated office setting. Employees review and process a diverse range of public documents and financial records.
ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)
- Provides direct customer service either in person, electronically, and/or by phone to members of the public, other Clerk office departments, other Appointing Authorities, and business partners by answering standard and complex questions following established business procedures, federal, state, and local rules, administrative orders, and Florida Statutes, in a courteous and efficient manner while demonstrating knowledge and patience;
- May perform cashiering duties such as entering transactions into computerized registers, receiving payments, giving change, balancing the register daily, and disbursing monies;
- Daily reconciliation of funds and financial data, including preparation of reports and records;
- Prepares and files reports for submission, as required;
- Processes mailed, e-filed, or in-person filed documents, including imaging, scanning, and redaction;
- Efficiently processes a multitude of documents, such as petitions, motions, affidavits, and other miscellaneous filings, domestic violence injunctions, child support writs, risk protection orders, passport applications, and official records such as marriage licenses or other recordable documents, as required based upon area of assignment;
- Processes child support cases and answers inquiries, when assigned to the child support section;
- May issue various processes, such as summonses, subpoenas, writs, and/or defaults;
- May audit, review, and process accounts;
- Performs computations, determines amounts due and responsible parties, receives payments, and prepares related correspondence and documents;
- May conduct investigations and audits to resolve matters stemming from misapplied funds, improper validations, and incorrect application of liens;
- May perform file management and inventory control responsibilities;
- Performs other related job duties as assigned.
QUALIFICATIONS
Education and Experience:
Two (2) years of experience in direct customer service; or an equivalent combination of education, training, and/or experience. Experience in cashiering or the processing of financial transactions preferred.
Special Qualifications (May be required depending on area of assignment):
- Florida Driver’s License or Florida Commercial Driver’s License and endorsement, if any.
- Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
- Other knowledge, skills, abilities, and credentials required for a specific position.
Knowledge, Skills and Abilities:
- Knowledge of the principles of cashiering and relevant record keeping procedures specific to the area of assignment;
- Knowledge of laws, rules, and regulations as they relate to area of assigned responsibility;
- Knowledge of standard office practices, procedures, policies, computers, operating systems, and related software applications;
- Knowledge of relevant terminology, grammar, and ability to follow verbal and written instructions;
- Ability to provide high quality customer service;
- Ability to make and implement decisions in adherence to laws, regulations, and procedures;
- Ability to analyze accounts, conduct computations, and generate associated documents;
- Ability to express oneself clearly and concisely, verbally and in writing;
- Ability to type with reasonable speed and accuracy;
- Skill in the operation of computers and keyboard data entry;
- Ability to work in a fast-paced environment with frequent interruptions while maintaining speed and accuracy using a computer;
- Ability to present oneself professionally under difficult circumstances and display an attitude of diplomacy, impartiality, sympathy, and sound judgment;
- Ability to make rapid decisions under pressure, often with limited information, to address immediate needs or resolve issues promptly.
PHYSICAL/MENTAL DEMANDS
The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Additionally, the following physical abilities are required:
- Visual ability: Sufficient to effectively operate office equipment including copier, computer, etc.; and to read and write reports, correspondence, instructions, etc.
- Hearing ability: Sufficient to hold a conversation with other individuals both in person and over a telephone; and to hear recording on transcription device.
- Speaking ability: Sufficient to communicate effectively with other individuals in person and over a telephone.
- Mental acuity: Ability to make rational decisions through sound logic and deductive processes.
- Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
- Repetitive motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
- Standing: Particularly for sustained periods of time.
- Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
WORKING CONDITIONS
Work is performed in a dynamic environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs.