Hillsborough County, Florida Hiring for Customer Service Specialist I (012458) Job at Tampa, FL Full Time

Downtown Tampa and Plant City

JOB SUMMARY

Performs a variety of specialized clerical/administrative duties related to the processing and maintenance of legal and court records.

CORE COMPETENCIES

• Customer Commitment – Proactively seeks to understand the needs of our customers and provide the highest standards of service
• Dedication to Professionalism and Integrity – Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve
• Organizational Excellence – Takes ownership for excellence through one’s personal effectiveness and dedication to the continuous improvement of our operations
• Success through Teamwork – Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals

JOB SPECIFIC COMPETENCIES

• Knowledge of general office policies, procedures and practices.
• Knowledge of English grammar and spelling, and arithmetic.

• Knowledge of the court system, legal terminology, and organizational skills, as well as the ability to perform a variety of complex administrative duties.
• Knowledge of counterfeit bill detection procedures or ability to identify potential problems such as counterfeit currency.

• Ability to work under stressful conditions including contact with individuals involved in emotional and traumatic situations.
• Ability to work under pressure with specific timelines and mandated state and/or agency standard.
• Ability to work independently in the absence of supervision.
• Ability to exercise a high degree of judgment, tact, and diplomacy.
• Ability to use various computer systems, software, and office equipment.
• Ability to exercise excellent communication skills, both orally and in writing.
• Ability to perform accurate computations and verifications of data.
• Ability to comprehend and research laws, statutes, regulations, and other directives.
• Ability to handle restricted, sensitive, and confidential information.
• Ability to support the departments/agency’s goals and visions.
• Ability to tolerate exposure to testimony and evidence, such as photographs of crime scenes and victims; evidence may include syringes, drugs, weapons, blood and unpleasant odors.
• Ability to establish and maintain effective working relations with government officials, other employees, and the public.

IDEAL CANDIDATE

• Has the knowledge and clerical experience needed or more for this position
• Has the years of experience working with legal court documents that is needed for this position or has more than the amount required for this position.
• Has excellent cashier experience, be comfortable working in multiple systems to process payments and after training, will have the ability to accurately calculate financial requirements needed on court cases. Also, be able to reconcile their till at the end of the day/balance.
• Has outstanding customer service skills that is prompt and courteous to walk-in customers, customers over the phone and/or via email. Has experience dealing with challenging customers and has the ability to diffuse tense situations
• Has the ability to communicate effectively orally and in writing, but is also be a good listener. Can respond to customers verbally, politely and accurately using legal terminology, appropriate language and good grammar.
• Be able to maintain a good attendance record, be punctual, reliable and can work hours needed for the business operations, including staying after scheduled hours to assist any customers when needed.
• Has great interpersonal skills and able to interact professionally with all types of customer, e.g., the public, attorneys, judges, judicial assistants and government agencies.
• Has excellent computer skills and comfortable working in numerous software applications.
• Has knowledge of general office equipment
• Has the ability to learn and retain job information, then perform the job successfully. Has the ability to cross-train on various assignments/areas of the office.
• Has the ability to perform research, read and verify data; interpret and provide the status of court cases
• Able to understand and apply legal authorities, e.g., Florida Statutes, Rules of Procedures and Administrative Orders.
• Has the ability to adhere to all Clerk’s office procedures, and follow rules, County Policies and Ordinances.
• Has the ability to meet the work standards set for the work area and produce accurate work.
• Has the ability to be detail oriented, organized and stay focused. Has good work habits.
• Has the ability to sit and/or stand for long periods.
• Has the ability to be flexible, prioritize and multi-task effectively and efficiently. Be self-motivated.
• Able to make sound, practical and timely work decisions. Accepts responsibility and is accountable for their work.
• Able to work effectively with others and be a team player. Has good interpersonal skills with all employees within the work area and Clerk’s organization.

REPRESENTATIVE 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 one or more of the activities described below. Initiates, processes, and maintains a complete and accurate record, using the case management system and established division procedures; maintaining confidentiality of information learned or acquired as part of position.

• Provides courteous and efficient customer service to all in person, in email and over the phone; is approachable, helpful and personable; and answers questions knowledgeably and with patience.
• Learns and gains proficiency with and adheres to statutes, rules, Administrative Orders, and requirements.
• Participates in division cross training initiatives to acquire knowledge and skill sets to support efficient functioning of the assigned division work.
• May attend court proceedings, records minutes, process court exhibits/evidence, administers oaths to jurors and witnesses, processes related exhibits/evidence, publishes verdicts, prepares and distribute orders, and performs other duties as require for adherence to court procedures.

• Acts as cashier in multiple systems and processes payments including cash, money orders, credit cards, checks such as personal, business, or government checks.
• Performs daily reconciliation.
• Audit accounts and performs quality control of court records.
• Performs data entry, research and redaction of court records for prolonged periods.
• Assist with the development of standard operating procedures to improve quality of service, productivity and efficiency.
• Researches, collects, organizes and evaluates information to produce a work product that provides systematic instructions.
• Tracks, maintains records and assists in the preparation of statistical and other departmental reports.

Performs other duties as needed, including those performed by subordinate fiscal, financial, and/or clerical staff.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

Graduation from high school or possession of a GED Certificate; and three (3) years of clerical experience; including two (2) years of experience in the processing, examining, preparing or reviewing of any type of legal court document.

CERTIFICATION, LICENSE AND SPECIAL REQUIREMENTS

Clerical assessment may be given.

PHYSICAL DEMANDS

The work is sedentary and 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; may also require repetitive motion, speaking, and visual acuity.

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires sensitivity and responsiveness to changes that include goals, priorities, and needs of the organization and position.

JOB CLASS

***Classified – An employee who is appointed to a full-time classified position (including reduced hour position) and not identified as an unclassified employee. Classified employees obtain appeal rights upon successful completion of their initial probation.

Unclassified – At-will Employees who serve at the pleasure of the Clerk and do not have appeal rights should they be demoted, suspended, or terminated.

CAREER PATH

• Customer Service Specialist I
• Customer Service Specialist II
• Customer Service Specialist III
• Customer Service Specialist IV
• Supervisor
• Manager
• Director
• Sr. Director

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 described herein. 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.