Customer Information Center Specialist 2
Category: Classified
Pay Grade: C17
Job Code: 18664
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 advanced work in a call center environment involving data entry, research, and customer service with a heavy call volume which is monitored and tracked on a daily basis for the Clerk of the Circuit Court and Comptroller’s Office. Individuals in this position collaborate and build rapport with customers through trust, review financials and process payments, address customer inquiries, and balance funds processed daily in accordance with Florida Statutes, Rules of the Court, and other pertinent authorities. Performs advanced, independent customer service in two (2) of the following areas: Criminal/Traffic, Civil/Family, Probate, and Recording/Official Records.
ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)
- Answers a heavy call volume of standard and complex incoming calls following set standards and expectations while assisting customers with various questions related to court proceedings, payment options, marriage licenses, passports, and/or other Clerk-related duties; addresses customer concerns or refers to appropriate party;
- Performs typing/data entry and retrieval of a variety of legal documents contained on Clerk’s office website and database;
- Provides information and services to 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, Florida Rules of Procedure, and Florida Statutes, in a courteous and efficient manner while demonstrating knowledge and patience;
- Performs cashiering and the validation of a variety of payments;
- Assists other departments with overflow work, as applicable;
- Assists in training, mentoring, and development of new employees and serves on various committees
- Maintains confidentiality of information learned or acquired as part of the position;
- Processes public record requests;
- Performs other related job duties as assigned.
QUALIFICATIONS
Education and Experience:
Two (2) years of experience in customer service; or an equivalent combination of education, training, and/or experience.
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:
- Ability to analyze and resolve matters and have excellent communication skills;
- Knowledge of laws, rules, and regulations as they relate to area of assigned responsibility;
- Knowledge of relevant terminology, grammar, and ability to follow verbal and written instructions;
- Knowledge of recordkeeping practices and procedures;
- Knowledge of standard office practices, procedures, policies, computers, operating systems, and related software applications;
- Skill in the operation of computers and keyboard data entry;
- Ability to provide quality customer service;
- Ability to express oneself clearly and concisely, verbally and in writing;
- Ability to type with reasonable speed and accuracy;
- Ability to actively listen, eliciting participation from customers and co-workers;
- Ability to perform a variety of complex administrative duties;
- Ability to work independently and in a team environment;
- Ability to handle restricted, sensitive, and confidential information;
- Ability to remain calm when dealing with difficult customers.
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:
- Grasping: Applying pressure to an object with the fingers and palm.
- Kneeling: Bending legs at knee to come to a rest on knee or knees.
- 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 recordings 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.
WORKING CONDITIONS
Work is performed in a dynamic environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs.