Job Description

Starting Salary $41,500
Reports To : Call Center Manager/Call Center Assistant Manager

Purpose and Scope : Call Center Specialist for client services will provide direct service to clients seeking assistance through the phone with their transactional assistance.

Qualifications and Experience:  

• At least 60 college level credit hours and previous experience in client services and/or training involving client service, general office work, cashiering, data entry, and personal computer operations; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.  Must possess and maintain a valid Florida driver’s license.
• In accordance with Florida Statute 322, selected applicant must possess a valid Class E or higher driver's license ; not learner's license and be at least 21 years of age.  Selected applicants must have no cancellations, suspensions, or revocations of the driving privilege for a minimum of three (3) years prior to employment and must also maintain a driving record with no more than three (3) chargeable motor vehicle crash or any violation defined in Chapter 316, Florida Statutes during any consecutive (3) year period of employment.
• Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI.  Driver Licenses Examiners must meet the background standards outlined in Florida Statute 435.04, and Federal Regulations 384.228 and 1572.103.  This includes, but is not limited to, not having any criminal convictions for alcohol or drug-related offenses within 10 years prior to employment and maintaining this throughout employment.

Essential Functions:  

• Processes a variety of transactions for phone clients seeking assistance with vehicle/vessel registration and titling, drivers licensing, hunting/fishing licensing, real estate tax payments or business tax receipts/payments.
• Performs clerical tasks, including data entry, photocopying, faxing, inventory of supplies and preparation of correspondence and/or reports.
• Maintains current knowledge of TCO product lines and applicable laws and procedures.

Critical Competencies for Success:

Interpersonal Skills:

• Strong commitment to client service (internal and external).
• Ability to communicate complex thoughts, ideas and concepts effectively to ensure understanding.
• Self-motivated and results-oriented; a self-starter driven to succeed in a fast-paced environment.
• Demonstrates a sense of urgency and commitment to achieve goals.
• Takes initiative to pro-actively address client concerns and issues.

Learning:

• Proactively continues growth by seeking opportunities to learn and practice new skills.
• Puts new concepts and information to use quickly.
• Adapts easily to statutory changes and interpretation of procedures.

Teamwork:

• Works cooperatively with others.
• Listens and is open to team members’ ideas.
• Offers constructive feedback.
• Willingly provides assistance.

Critical Thinking:

• Ability to calculate and determine data and make reasonable judgments about subsequent actions.
• Ability to use a wide variety of reference materials and information.
• Ability to perform mathematical functions including calculation of percentages.
• Ability to perform generally pre-defined duties and exercise prudent judgment in the face of varied circumstances.

Work Conditions:

Equipment, Machinery, Tools, and Materials Utilization :

Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, passenger vehicles and/or materials used in performing essential functions inclusive of conducting road tests for driver’s license clients.

Physical Ability:

Tasks require the ability to exert light physical effort in sedentary to light work, with periodic walking, bending, stooping, and some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation.

Sensory Requirements:

Some tasks require the ability to perceive and discriminate visual cues or signals, and to communicate orally and in writing.

Environmental Factors :

Performance of essential functions may require exposure to adverse environmental conditions, such as rude/irate clients, or weather conditions including sun exposure.

This position requires occasional evening hours, and infrequent weekend hours.

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