Lead Customer Service Specialist - Licensing Coordinator

The Lead Customer Service Specialist plays an essential role in supporting the Public Works Customer Service and Field Technician Supervisor by ensuring high-quality customer service, consistent communication standards, and timely responses to resident inquiries. This position serves as the senior technical and functional lead for the Customer Service Specialist I–III team, providing daily guidance, quality assurance, workflow coordination, and advanced problem resolution. The Lead Customer Service Specialist is the go-to resource for complex service requests, WAMS expertise, and process consistency, helping ensure that customer inquiries related to stormwater, roadway, and Public Works operations are handled accurately and efficiently.

• Serves as the functional lead for Customer Service Specialists I–III, assisting the Supervisor with daily workflow coordination, quality assurance, and customer service performance standards.
• Provides advanced support in resolving complex or escalated customer inquiries related to stormwater, roadway maintenance, work orders, service request processes, and Public Works procedures.
• Monitors service request queues, call volume, workload distribution, and response times to ensure timely customer service delivery.
• Reviews completed service requests and WAMS entries for accuracy, completeness, and adherence to Public Works procedures.
• Trains and mentors customer service staff on WAMS usage, service request intake procedures, communication standards, and departmental protocols.
• Assists with new hire onboarding by providing hands-on instruction, job shadowing opportunities, and ongoing skills coaching.
• Supports the Supervisor in identifying errors, trends, or training gaps; recommends process improvements for customer service operations.
• Acts as a subject-matter expert on WAMS workflows, troubleshooting data entry issues, helping staff resolve technical problems, and ensuring entries meet quality standards.
• Communicates updates regarding procedure changes, service request expectations, or departmental initiatives to the customer service team.
• Prepares routine reports, daily summaries, or data extracts to assist with reviewing customer service metrics and supporting operational decision-making.
• Coordinates with Field Technicians and Operations teams to follow up on service request statuses, clarify resident concerns, and ensure accurate information flow.
• Handles inquiries from residents, internal departments, and contractors, providing clear explanations of Public Works procedures, timelines, and service expectations.
• Supports the Customer Service and Field Technician Supervisor in special projects, program improvements, and customer service initiatives.
• Performs other related duties as required

• Knowledge of Public Works customer service operations, including stormwater and roadway service request processes.
• Strong understanding of WAMS functionality, customer service software, and Public Works communication protocols.
• Knowledge of County departments, regulations, and Public Works operating procedures.
• Ability to lead, mentor, and guide customer service staff while reinforcing quality, accuracy, and professionalism.
• Ability to analyze service request trends, identify inconsistencies, and recommend process or training improvements.
• Ability to communicate effectively in person, over the phone, in writing, and online with residents, staff, and contractors.
• Ability to manage multiple priorities, monitor workload distribution, and support timely, high-quality service delivery.
• Strong problem-solving skills and the ability to independently resolve escalated or complex inquiries.
• Ability to establish and maintain effective working relationships with staff, other departments, and the community.
• Ability to learn and apply complex automated procedures using WAMS and other software platforms.
• Ability to prepare reports, maintain records, and ensure accurate documentation of customer interactions and service requests.
• Ability to work with professionalism under pressure, adapt to changing procedural or workload demands, and support emergency operations when required.

PHYSICAL SKILLS / WORKING CONDITIONS:  Ability to communicate effectively using verbal, written, and visual communication. Upon Emergency Operations Center activation, employees must be prepared to work additional hours and job duties.

EDUCATION, TRAINING, AND EXPERIENCE: Graduation from high school or possession of an equivalent diploma. Three (3) years of experience in customer service, public contact work, or administrative support, preferably within Public Works or a similar service-focused environment. Experience using automated systems, databases, or work management software required.; WAMS experience strongly preferred. Experience leading, training, or mentoring staff is highly desirable. 

LICENSES, CERTIFICATIONS OR REGISTRATIONS:  Must possess a valid Florida driver's license.  Must qualify to be a Notary Public in the State of Florida.
 
ADA STATEMENT:  A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act.
  
DRUG-FREE WORKPLACE:  Pasco County BOCC is a drug-free workplace in accordance with Federal and Florida law.

EMERGENCY RESPONSE/RECOVERY ACTIVITIES:  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 citizens.

VETERANS' PREFERENCE:  Under Section 295.07, F.S., Chapter SSA-7, Pasco County BCC provides to Veterans, that preference in appointment will be given to preference-eligible applicants.

Salary : $23 - $32