Seasonal - Call Center - Supervisor of Elections

This is administrative support work involving receiving, entering, researching, responding to, and tracking telephone voter inquiries and complaints relating to voter services. 

The work requires intermediate knowledge of customer service standards and excellent communication skills, and problem-solving skills. Contacts require skills in tactful assertiveness, the ability to understand and resolve conflicts and complaints, and being people-oriented, while using calm and clear communication geared towards meeting excellent customer service standards and ensuring customer satisfaction.

While the work is semi-routine, where tasks are covered by policies, procedures and precedents, agents are given some latitude to consider and choose the most appropriate technique, method, or procedure to follow. Work is performed in a high volume, inbound, call-center environment and sometimes will require light administrative work in a warehouse environment or registering or assisting voters offsite. Work schedules will include weekend hours and may vary during emergency circumstances. 

Agents must be able to operate multi-line telephones with headsets and standard office equipment such as personal computers using multiple databases and word applications. Proficient skills are a plus. The physical demands consist mainly of sitting for extended periods of time. The work is performed under general supervision where the work assignments are subject to instructions and established work routines. 

Employment in this role may involve participation in photography, videography, or audio recording related to election coverage. By accepting this position, the employee grants the right to use their image, voice, and likeness in media content including news reports, promotional materials, and public communications without additional compensation.

• Receives, enters, research, responds and tracks high volume, inbound telephone voter requests, updates, inquiries and complaints relating to voter services.
• Assists with opening and processing vote-by-mail ballots.
• Researches, gathers and enters all pertinent facts pertaining to issues and complaints into a database during requests.
• Performs tasks related to Supervised Voting for voters who live in nursing homes or assisted living facilities.
• Reads and applies various documents such as procedures and regulations to work situations.
• Performs related work as required.

• Deep understanding of customer service standards and ability to remain focus on customer needs. 
• Skilled in active, empathetic listening techniques.
• Skilled in critical thinking and problem solving.
• Proven ability to interpret and apply policies, procedures and legal regulations.
• Ability to communicate effectively.
• Ability to handle conflict resolutions constructively. 
• Ability to simultaneously communicate, interpreting communications and logging the data into a computer.
• Ability to use good judgment in making decisions in accordance with policies and procedures. 
• Ability to establish and maintain positive working relationships.
• Ability to operate standard office equipment such as a personal computer using databases and word processing applications.
• Ability to read computer screens for extended periods.
• Experienced using multi-line telephone system.
• Ability to lift five (5) pounds.

• One (1) year of experience in a position that involves regular contact with the public.
• Must have experience using personal computers with office applications such as Microsoft Office in a windows-based environment.
• Will be required to work rotating shifts, weekends, and mandatory extended hours.

LICENSING/CERTIFICATION/REGISTRATION:

• Depending on assignment, a valid driver’s license is required, and it must be maintained during employment in this class as a City of Jacksonville Public Driver Certification.

A FULLY COMPLETED ONLINE APPLICATION IS REQUIRED. Apply at www.jacksonville.gov. Work history is required for all employment/volunteer work in which qualifications are being based. When meeting/basing qualifications on education, a copy of your college transcript, with your social blackout, is required with your application. U.S. transcripts do not need to be official, but must state your name, the school’s name, classes taken, grades received, type of degree, and date degree was conferred. Transcripts outside the U.S. must be converted to U.S. standards.

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Certain servicemembers and veterans, and the spouses and the family members of such service members and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for post-secondary educational requirements, in employment and are encouraged to apply for positions being filled.

If claiming veteran's preference, you must attach a DD-214 (Member Form-4 copy) or military discharge papers, or equivalent certification from the Department of Veterans Affairs listing military status, dates of service and character of discharge. You must also attach the Veterans Preference Certification Form and if applicable, the additional forms as noted here: http://www.coj.net/departments/employee-services/veterans-preference.

If a candidate believes he or she was not afforded the veteran’s preference, he or she may file a written complaint, within sixty (60) calendar days upon receipt of notification of the hiring decision, requesting an investigation to:

Florida Department of Veterans Affairs

Attention: Veterans’ Preference Coordinator

11351 Ulmerton Road, Suite 311-K  

Largo, FL 33778-1630 

Email: VeteransPreference@fdva.state.fl.us