Hillsborough County
Customer Service Representative (Pet Resource Center)
Hillsborough County, Tampa, Florida, us, 33646
Job Overview
Pet Resource Center is Hillsborough County's public animal shelter, responsible for the care of over 15,000 cats and dogs each year. Being a high volume, highly visible department, public perception and customer service support are extremely important. As a Customer Service Representative, you will be the initial, and usually final, point of contact for customers visiting the Pet Resource Center. Customer Service Representatives ensure customers are heard and assisted from the beginning to the end of their visit. They provide high-quality customer service assisting with finding adopters the correct pet for their lifestyle, handling adoptions, tag renewals, vouchers, and pet pantry support, and ensuring customers have a great experience visiting PRC.
Starting Salary $34,320 - $44,616
Benefits Click HERE to view our Benefits at a glance
Core Competencies
Customer Commitment
- Proactively seeks to understand the needs of the customers and provide the highest standards of service.
Dedication to Professionalism and Integrity
- Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
Organizational Excellence
- Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
Success through Teamwork
- Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.
Duties and Responsibilities Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below:
Uses office equipment and software to receive and respond to customer requests and complaints, document needs and concerns, and refer customers to other parties.
Establishes and updates customer records, makes account adjustments, and processes payments.
Demonstrates exemplary customer service skills and etiquette while communicating with customers both verbally and in writing.
Schedules services and/or dispatches service providers based on set parameters. Communicates with operational teams at designated times and when changes will affect work plans and/or customer needs or solutions.
Operates systems and software to find, verify, and enter information, distribute information or correspondence, and to track time spent on various tasks.
Reconciles/updates customer accounts, funding sources, and billing systems.
Applies designated procedures, guidelines, tools, and resources to accomplish job duties.
Coordinates with other departments, organization, or service providers based on customer needs and established guidelines.
Follows up with customers at designated frequency, intervals or sets of circumstances to give updates, provide notification or guidance, and request information or feedback.
Provides customer service support or related duties when required by the Office of Emergency Management.
Investigates complaints, account discrepancies, and system issues.
May serve as team lead for other customer service representatives in the department/work unit.
Resolves customer service challenges that don’t fit standard solutions.
Operates County vehicles as necessary.
Performs other related duties as required.
Job Specifications
Knowledge of customer service best practices.
Skill in the use of service-oriented phrases and techniques to achieve resolution.
Skill in listening actively to discern customers’ needs.
Ability to evaluate customer information to determine course of action.
Ability to communicate effectively both orally and in writing.
Ability to work effectively with others.
Ability to perform accurate computations and verifications of data.
Ability to use computer and software to quickly and accurately enter data.
Ability to coordinate and oversee the work of others and perform team lead duties.
Physical Requirements
Ability and willingness to handle both dogs and cats.
Ability and willingness to work outside in heat, cold and sometimes light rain.
Ability and willingness to stand, lift and bend for extended period.li>
Ability to work under stressful conditions.
Ability to lift objects weighing up to 50 pounds.
Position may require frequent travel.
Must be able to work with and around toxic chemicals which may emit strong odors or require PPE.
Must be able to work with potentially dangerous or sick animals.
Work Category
Medium work
- Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Minimum Qualifications Required
Graduation from high school or possession of a GED certificate; AND
Two years of experience as a customer service representative; OR
An equivalent combination of experience, education, and training that would reasonably be expected to perform the job-related competencies noted above.
Emergency Management Responsibilities In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, the County’s Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.
Additional Job Requirements A department, depending on the nature of its mission and operations, may require that employees in all or certain positions in this job classification:
Maintain the ability to pass the background checks required for the position. These background checks may include but are not limited to:
Criminal History Background Check using Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS)
Level 1 and Level 2 Background screening (Ch. 435 Florida Statutes)
Child Abuse, Abandonment and Neglect Record Check using the State Automated Child Welfare Information System (SACWIS)
Sex Offender and Sexual Predator record check using the list maintained by the Florida Department of Law Enforcement (FDLE)
Possess the necessary job-related license(s) or certification(s) that may include possession of a Florida Driver License (Class E) or an applicable Commercial Driver License (CDL)
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Starting Salary $34,320 - $44,616
Benefits Click HERE to view our Benefits at a glance
Core Competencies
Customer Commitment
- Proactively seeks to understand the needs of the customers and provide the highest standards of service.
Dedication to Professionalism and Integrity
- Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
Organizational Excellence
- Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
Success through Teamwork
- Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.
Duties and Responsibilities Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below:
Uses office equipment and software to receive and respond to customer requests and complaints, document needs and concerns, and refer customers to other parties.
Establishes and updates customer records, makes account adjustments, and processes payments.
Demonstrates exemplary customer service skills and etiquette while communicating with customers both verbally and in writing.
Schedules services and/or dispatches service providers based on set parameters. Communicates with operational teams at designated times and when changes will affect work plans and/or customer needs or solutions.
Operates systems and software to find, verify, and enter information, distribute information or correspondence, and to track time spent on various tasks.
Reconciles/updates customer accounts, funding sources, and billing systems.
Applies designated procedures, guidelines, tools, and resources to accomplish job duties.
Coordinates with other departments, organization, or service providers based on customer needs and established guidelines.
Follows up with customers at designated frequency, intervals or sets of circumstances to give updates, provide notification or guidance, and request information or feedback.
Provides customer service support or related duties when required by the Office of Emergency Management.
Investigates complaints, account discrepancies, and system issues.
May serve as team lead for other customer service representatives in the department/work unit.
Resolves customer service challenges that don’t fit standard solutions.
Operates County vehicles as necessary.
Performs other related duties as required.
Job Specifications
Knowledge of customer service best practices.
Skill in the use of service-oriented phrases and techniques to achieve resolution.
Skill in listening actively to discern customers’ needs.
Ability to evaluate customer information to determine course of action.
Ability to communicate effectively both orally and in writing.
Ability to work effectively with others.
Ability to perform accurate computations and verifications of data.
Ability to use computer and software to quickly and accurately enter data.
Ability to coordinate and oversee the work of others and perform team lead duties.
Physical Requirements
Ability and willingness to handle both dogs and cats.
Ability and willingness to work outside in heat, cold and sometimes light rain.
Ability and willingness to stand, lift and bend for extended period.li>
Ability to work under stressful conditions.
Ability to lift objects weighing up to 50 pounds.
Position may require frequent travel.
Must be able to work with and around toxic chemicals which may emit strong odors or require PPE.
Must be able to work with potentially dangerous or sick animals.
Work Category
Medium work
- Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Minimum Qualifications Required
Graduation from high school or possession of a GED certificate; AND
Two years of experience as a customer service representative; OR
An equivalent combination of experience, education, and training that would reasonably be expected to perform the job-related competencies noted above.
Emergency Management Responsibilities In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, the County’s Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.
Additional Job Requirements A department, depending on the nature of its mission and operations, may require that employees in all or certain positions in this job classification:
Maintain the ability to pass the background checks required for the position. These background checks may include but are not limited to:
Criminal History Background Check using Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS)
Level 1 and Level 2 Background screening (Ch. 435 Florida Statutes)
Child Abuse, Abandonment and Neglect Record Check using the State Automated Child Welfare Information System (SACWIS)
Sex Offender and Sexual Predator record check using the list maintained by the Florida Department of Law Enforcement (FDLE)
Possess the necessary job-related license(s) or certification(s) that may include possession of a Florida Driver License (Class E) or an applicable Commercial Driver License (CDL)
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