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Polk County

Customer Service Representative

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CODE ENFORCEMENT DIVISION - CUSTOMER CARE REPRESENTATIVE

PG 10 - NON EXEMPT

19.33HR/$40,206.40 ANNUALLY

Employee Benefits

  • Direct Deposit, Bi-Weekly Pay Checks
  • Medical, Dental, Vision
  • Life Insurance
  • FRS Retirement
  • 10 Paid Holidays
  • Paid Time Off
  • Tuition Reimbursement
  • Education Incentives
  • Deferred Compensation Plan
  • Wellness Incentives
  • Employee Assistance Program (EAP)
  • Free Employee Gym
  • Free Employee Health Clinic


MAJOR FUNCTION

Provides customer service and administrative support for the Code Enforcement Division. Responsibilities include greeting and directing visitors, handling incoming communications, and responding to inquiries on behalf of the division. Also responsible for general office support and maintaining an organized front-office environment.

ILLUSTRATIVE DUTIES
Serve as the primary customer service representative for the Code Enforcement Division.

  • Direct phone calls, emails, and visitors to the appropriate team member(s) using a multi-line phone system.

  • Provide accurate information and resources based on customer needs.

  • Take written messages and direct calls to voicemail as needed.

  • Log and track visitor data for monthly division reports.

  • Create cases from telephone and online complaints and record information in Accela.

  • Maintain a professional front-office environment by organizing and replenishing brochures, flyers, business cards, and other materials.

  • Respond to routine, non-technical public inquiries in person and via telephone or email.

  • Engage positively with the public, clients, supervisors, and community agencies, providing accurate guidance based on established procedures.

  • Assist with clerical tasks such as record keeping, filing (electronic and manual), and updating forms.

  • Handle routine mail duties, including sorting, stamping, distributing, and preparing for mailing.

  • Maintain appointment calendars and monitor office schedules.

  • Attend training programs as scheduled.

  • Perform other related duties as assigned by the Office Manager and/or Division Director.

KNOWLEDGE, ABILITIES, AND SKILLS

  • Excellent interpersonal and communication skills with the ability to engage positively with internal and external customers.

  • Proficient in Microsoft Office Suite, including Word and Excel.

  • Strong verbal and written communication skills, using proper grammar and professional tone.

  • Ability to understand and convey knowledge of basic code violation types.

  • Highly organized with the ability to maintain detailed and accurate records.

  • Ability to manage multiple tasks simultaneously and accurately.

  • Ability to work independently and exercise sound judgment.

  • Must be able to lift to 25 pounds.

  • Ability to see, hear, sit, and ambulate independently.

MINIMUM QUALIFICATIONS

High school diploma or equivalent (GED) from an accredited institution.

Minimum of two (2) years of experience in a professional office setting as an administrative assistant, receptionist, or related role.

Ability to type at least 35 correct words per minute (CWPM) with a maximum of 10 errors.

Valid driver’s license and the ability to obtain a Florida driver’s license upon employment.

A comparable amount of training and experience may be substituted for the minimum qualifications, except for the high school diploma/GED requirement.

SPECIAL REQUIREMENT

All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its residents