Customer Care Specialist - Solid Waste

Customer Care Specialist

Solid Waste

Pay Range: $20.30 - $29.44/hr. / $42,224.00 - $61,235.20 annually

** Internal candidates should apply via Polk One- Me Section **

Location: Polk County Landfill (10 Environmental Loop, Winter Haven, FL 33830)

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

Must be able to perform the essential functions of the position, with or without reasonable
accommodation. Essential functions and job-related requirements, including physical and cognitive
demands, are described below. This job description outlines the general scope of duties and
responsibilities and is not intended to be an exhaustive list of all tasks that may be assigned.

MAJOR FUNCTION

Performs clerical and public contact work responding to customer inquiries; disseminates accurate
contract/service information in a courteous and professional manner regarding collection services
and special assessments, including inquiries on new service locations, customer issues and
complaint resolutions. Utilizes specialized customer service tracking software to accurately
document customer service issues.

ILLUSTRATIVE DUTIES

• Fields, and accurately records customer issues, facilitates complaint resolutions and
  communicates with the appropriate vendor.
• Reports for work on time and completes regularly scheduled shifts.
• Responds to customer inquiries for new account set-up; responds to all customer correspondence,
  and in person, via telephone issues and email.
• Performs various tasks simultaneously – telephone and data entry.
• Deals courteously and effectively with the public, officials and other employees.
• Completes, compiles, prepares and maintains records in various record-keeping systems.
• Adheres to learn office methods and procedures following prescribed routine practices, written,
  and/or oral instructions.
• Responsible for handling inquiries and processes special assessments, annual exemptions, and
  corrections in person, via telephone, and email.
• Verifies of all applicable special assessments are added or removed from the annual assessment
  roll and properly updates the customer record information in the Property Appraiser’s CAMA system.
• Types and utilizes word processing, spreadsheet and online software.
• Utilizes maps and online databases to retrieve information on an individual’s tax record and
  answers various questions.
• Crosstrain with scale house personnel and assists when necessary.
• Completes of special projects as assigned.
Performs other related duties as assigned.

KNOWLEDGE, ABILITIES AND SKILLS

• Knowledge and understanding of the functions of the Solid Waste Division and of office
  procedures and practices.
• Knowledge and ability to use a personal computer, computer terminal, and various software and
  database information learned from manuals and on-the-job training.
• Able to learn the use of the equipment and terminology used within this work unit.
• Able to work independently and solve problems.
• Able to learn assigned clerical tasks of office as assigned and adheres to prescribed
  routines.
• Able to understand and follow oral and/or written instructions.
• Able to deal courteously and effectively with the public, officials, and other
  employees.
• Knowledge of English, spelling, and basic mathematics.
• Able to use a map to find customer addresses.
• Able to perform critical tasks in a fast-paced, high-pressure environment with calmness and
  professionalism.
• Able to move intermittently throughout the workday.
• Able to operate a motor vehicle.
• Must possess sight/hearing senses or use prosthetics that will enable these senses to function
  adequately so that the requirements of the position can be fully met.
• Must be able to cope with the mental and emotional stresses of the job and deal with conflict in
  an appropriate manner.
  
  

MINIMUM QUALIFICATIONS

• Graduate of an accredited high school or possess an acceptable equivalency diploma and have a
  minimum of four (4) years clerical office experience which includes two (2) years of extensive
  public contact and online program experience.
• Able to type 35-40 words per minute.
• A comparable amount of related training and experience may be substituted for the minimum
  qualifications except for education requirement.
• A valid driver’s license is required; a Florida driver’s license must be obtained upon
  employment. The employee must maintain a clean driving record to operate an assigned county
  vehicle.
  

PREFERRED QUALIFICATIONS

SPECIAL REQUIREMENTS
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.