What are the responsibilities and job description for the Customer Service Specialist position at Xxx?
Description
We are looking for a dedicated and customer-focused individual to join our team. In this role, you will assist Lee County Pay-by-Plate customers by addressing their inquiries, resolving disputes, processing payments, and lifting registration holds. You will also support LeeWay transponder customers with discount programs, account management, and toll interoperability. This position involves interacting with customers through various communication channels including phone, email, in-person, and at the transponder test lane.
Duties and Responsibilities
What You Will Do
Minimum Requirements
About LeeWay (Tolls Division)
This position is part of the Lee County Department of Transportation (DOT), working within the LeeWay (Tolls) Division. LeeWay is responsible for managing cashless toll collection and the operation and maintenance of toll-bridge facilities in Lee County, including the bridges at Cape Coral, Midpoint, and the Sanibel Causeway.
By joining our team, you’ll play a key role in ensuring toll-bridges and associated infrastructure operate efficiently, safely, and reliably. Your work will directly affect residents and visitors who use county bridges daily, helping enable smooth, uninterrupted travel across waterways and connecting communities.
LeeWay is dedicated to creating a tolling system that is modern, user-friendly, and sustainable. Your contributions, whether facilitating seamless electronic toll collection, maintaining toll facilities, or supporting customer service, will be a vital part of that mission.
About Lee County
Lee County is located in beautiful Southwest Florida and is home to over 800,000 residents. We are dedicated to serving our community with high-quality services and a focus on sustainability and innovation. Join us in making Lee County a great place to live, work, and visit. Find out more about Lee County at Lee County Government.
Emergency Response/Recovery Activities
All County employees are required to work before, during, or after an emergency as needed. This may include temporarily being assigned to work and performing duties outside of the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this classification. All positions are subject to a criminal background check. A conviction in and of itself may not necessarily preclude employment. Some positions may be subject to a pre-employment drug screening. Certain service members and veterans, and the spouses and family members of such service members and veterans, who claim and meet eligibility requirements of veterans preference, receive preference and priority in employment and are encouraged to apply.
Lee County Board of County Commissioners offers a comprehensive, and affordable benefits package. Our Board works in the best interest of employees and strives to provide the most complete, high-quality benefits package available at the lowest possible cost to the employee. Our Board continues to remain steadfast in maintaining one of the lowest levels of employee costs in our area.
Lee County's benefits package is offered to both regular Full-time positions and Part-time positions that are regularly scheduled to work 60 hours or more bi-weekly. Medical benefits may be offered to On-Call, Temporary, Seasonal, and Intern employees who meet the Affordable Care Act eligibility criteria.
Lee County employees eligible to participate in the Florida Retirement System (FRS) are required to contribute 3% of each paycheck to FRS. If you have retired from the Florida Retirement Pension plan you will not be eligible for renewed membership in either of the FRS retirement plan options. Retirees of the Investment Plan are eligible for renewed membership in the Investment Plan only. FRS reemployment rules apply for both.
Below is a brief breakdown of what's included in the benefits package that is offered to our employees.
For a more detailed look into our benefits package, please click visit our webpage at www.leegov.com/hr/Documents/Employee Benefits/2024 Benefits/FULLTIME ACTIVE LCBOCC 2024 Plan Year OE Guide FINAL AON 2023.09.12.pdf.
To view our employee paid premiums, please visit: https://www.leegov.com/hr/Documents/Employee Benefits/2024 Benefits/2024 Active Employee Rates.pdf
Health Benefits
Services available to employees that offers guidance, support, resources and information for personal and work-life issues. Confidential and provided at no charge to employees and their dependents.
United Way 2-1-1 (Lee County Employee Resource Program)
Lee County BOCC has partnered with United Way 211 to provide an Employee Resource Program which assists BoCC employees who may be experiencing distress due to economic hardship, health or other factors.
Educational Assistance
Reimbursement for coursework taken at an accredited college or university that is designed to enhance the knowledge, skills and abilities relating to the official duties that the employees perform.
01
This is a full-time position (40 hours per week); Workdays and Hours are Monday - Friday 8:00 a.m. to 4:30 p.m. Weekend hours are required during Leeway's October renewal season and throughout the year depending on workload. Are you able to work this schedule?
Please indicate your experience using a multi-line telephone system.
In which areas do you have customer service experience? (Select all that apply) Be sure to include this experience in your work history.
Which of the following computer programs or tools are you comfortable using? (Select all that apply) Be sure to include this experience in your work history.
Do you possess a valid driver's license with an acceptable driving record?
We are looking for a dedicated and customer-focused individual to join our team. In this role, you will assist Lee County Pay-by-Plate customers by addressing their inquiries, resolving disputes, processing payments, and lifting registration holds. You will also support LeeWay transponder customers with discount programs, account management, and toll interoperability. This position involves interacting with customers through various communication channels including phone, email, in-person, and at the transponder test lane.
Duties and Responsibilities
What You Will Do
- As the Leeway Service Center is a call center environment, the primary mode of customer contact will be by phone.
- Handle a high volume of inbound customer calls in a call center environment using a multi-line phone system.
- Provide clear and professional communication with both internal teams and customers.
- De-escalate customer concerns and resolve issues with patience and support.
- Explain LeeWay discount programs, account options, and toll enforcement policies to customers.
- Update and manage customer accounts, process applications, and renewals for LeeWay transponders.
- Process Pay-By-Plate transaction payments, and assist with customer inquiries and complaints.
- Ensure accuracy in data entry and maintain professionalism in all customer interactions.
- Use independent judgment to resolve customer issues via phone, in person, email, or mail.
- Identify customer needs, research issues, and provide timely solutions.
Minimum Requirements
- High school diploma or GED equivalent.
- One year of experience in a fast-paced customer service or call center environment or a high-volume customer service role.
- Experience in bookkeeping, accounting, or cash handling.
- Familiarity with multi-line phone systems.
- Background in a call center environment.
- Strong communication and interpersonal skills.
- Valid driver’s license with a good record.
- Multitasking: Ability to handle multiple tasks and prioritize in a fast-paced environment.
- Customer Service: Ability to quickly build rapport and provide excellent service.
- Technical Skills: Proficient with basic computer operations, including Microsoft Word and Excel, as well as office tasks like data entry and filing.
- Learning Ability: Willingness to learn systems like the LeeWay Advanced Revenue Collection system (ARC) and the Pay-By-Plate Enforcement System (VES).
- Communication: Strong verbal and written communication skills.
- Problem-Solving: Ability to analyze and apply policies to resolve customer issues.
- Discretion: Handling sensitive and confidential information with care.
About LeeWay (Tolls Division)
This position is part of the Lee County Department of Transportation (DOT), working within the LeeWay (Tolls) Division. LeeWay is responsible for managing cashless toll collection and the operation and maintenance of toll-bridge facilities in Lee County, including the bridges at Cape Coral, Midpoint, and the Sanibel Causeway.
By joining our team, you’ll play a key role in ensuring toll-bridges and associated infrastructure operate efficiently, safely, and reliably. Your work will directly affect residents and visitors who use county bridges daily, helping enable smooth, uninterrupted travel across waterways and connecting communities.
LeeWay is dedicated to creating a tolling system that is modern, user-friendly, and sustainable. Your contributions, whether facilitating seamless electronic toll collection, maintaining toll facilities, or supporting customer service, will be a vital part of that mission.
About Lee County
Lee County is located in beautiful Southwest Florida and is home to over 800,000 residents. We are dedicated to serving our community with high-quality services and a focus on sustainability and innovation. Join us in making Lee County a great place to live, work, and visit. Find out more about Lee County at Lee County Government.
Emergency Response/Recovery Activities
All County employees are required to work before, during, or after an emergency as needed. This may include temporarily being assigned to work and performing duties outside of the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this classification. All positions are subject to a criminal background check. A conviction in and of itself may not necessarily preclude employment. Some positions may be subject to a pre-employment drug screening. Certain service members and veterans, and the spouses and family members of such service members and veterans, who claim and meet eligibility requirements of veterans preference, receive preference and priority in employment and are encouraged to apply.
Lee County Board of County Commissioners offers a comprehensive, and affordable benefits package. Our Board works in the best interest of employees and strives to provide the most complete, high-quality benefits package available at the lowest possible cost to the employee. Our Board continues to remain steadfast in maintaining one of the lowest levels of employee costs in our area.
Lee County's benefits package is offered to both regular Full-time positions and Part-time positions that are regularly scheduled to work 60 hours or more bi-weekly. Medical benefits may be offered to On-Call, Temporary, Seasonal, and Intern employees who meet the Affordable Care Act eligibility criteria.
Lee County employees eligible to participate in the Florida Retirement System (FRS) are required to contribute 3% of each paycheck to FRS. If you have retired from the Florida Retirement Pension plan you will not be eligible for renewed membership in either of the FRS retirement plan options. Retirees of the Investment Plan are eligible for renewed membership in the Investment Plan only. FRS reemployment rules apply for both.
Below is a brief breakdown of what's included in the benefits package that is offered to our employees.
For a more detailed look into our benefits package, please click visit our webpage at www.leegov.com/hr/Documents/Employee Benefits/2024 Benefits/FULLTIME ACTIVE LCBOCC 2024 Plan Year OE Guide FINAL AON 2023.09.12.pdf.
To view our employee paid premiums, please visit: https://www.leegov.com/hr/Documents/Employee Benefits/2024 Benefits/2024 Active Employee Rates.pdf
Health Benefits
- Medical Insurance
- Plans include, but are not limited to: routine, preventative, mental health, hospitalization, and prescription drug benefits.
- Vision, Fitness, Weight Management, Natural Products and Services, and Hearing discount programs available.
- Dental Insurance
- Vision Insurance
- Flexible Spending Accounts
- Medical Reimbursement Account
- Dependent Care Reimbursement Account
- Pharmacy, including Mail-Order Pharmacy
- Informed Health Lines (Nurse Hotline)
- Basic Life Insurance (1x or 2x Annual Salary at no cost to employee)
- Optional Life Insurance
- Long-Term Disability (60% of pre-disability salary at no cost to employee)
- Short-Term Disability
- Sick Leave Pool
- Flu vaccinations
- Wellness Programs
- Florida Retirement System (FRS)
- Two Retirement Plan Options:
- FRS Pension Plan (Defined Benefit)
- FRS Investment Plan (Defined Contribution)
- Deferred Compensation (457) Plans
- Financial Savings/Management Programs
- Eligible for membership with Suncoast Credit Union
- Employee Leave Benefits
- Holiday Pay - 11 Paid Holidays Annually
- Paid Sick Leave
- Paid Vacation Leave
- Bereavement & Civic Duty Leave
- Family and Medical Leave
- Military Family & Medical Leave
- Educational Leave
Services available to employees that offers guidance, support, resources and information for personal and work-life issues. Confidential and provided at no charge to employees and their dependents.
United Way 2-1-1 (Lee County Employee Resource Program)
Lee County BOCC has partnered with United Way 211 to provide an Employee Resource Program which assists BoCC employees who may be experiencing distress due to economic hardship, health or other factors.
Educational Assistance
Reimbursement for coursework taken at an accredited college or university that is designed to enhance the knowledge, skills and abilities relating to the official duties that the employees perform.
01
This is a full-time position (40 hours per week); Workdays and Hours are Monday - Friday 8:00 a.m. to 4:30 p.m. Weekend hours are required during Leeway's October renewal season and throughout the year depending on workload. Are you able to work this schedule?
- Yes
- No
Please indicate your experience using a multi-line telephone system.
- No Experience
- Less than 1 year
- 1 year or more
In which areas do you have customer service experience? (Select all that apply) Be sure to include this experience in your work history.
- In-person customer service
- Phone-based customer service (multi-line phone system)
- Email communication with customers
- Billing or payment support
- Resolving customer complaints
- None of the above
Which of the following computer programs or tools are you comfortable using? (Select all that apply) Be sure to include this experience in your work history.
- Microsoft Word
- Microsoft Excel
- Windows-based software
- Faxing, scanning, and copying equipment
- Specialized software
- None of the above
Do you possess a valid driver's license with an acceptable driving record?
- Yes
- No
- Required Question