Customer Service Specialist II

Job Summary

Collier County strives to be an employer of choice, and many of our employees build long-term careers with us. The salary listed in the job description reflects the full pay range for this position, from entry level through advanced career stages. NEW EMPLOYEES ARE HIRED AT, OR NEAR THE ENTRY POINT SHOWN, DEPENDING ON QUALIFICATIONS AND RELEVANT EXPERIENCE. The purpose of this classification is to perform Customer Service responsibilities for the Customer and Utility Billing staff that provide service to over 115,000 customers.

• Provides customer service and/or assistance to customers, County employees, vendors, contractors, and the general public.
• Answers Division telephones; assists callers with questions regarding division programs, services or procedures including researching and resolving customer inquiries; refers callers to other staff members as appropriate; and takes messages.
• Receives, screens and assists visitors and/or customers; provides information; and/or directs visitors to appropriate staff member or division. Provides information regarding division programs; explains policies and procedures; receives applications, payments, requests and/or complaints; and researches and provides information from division databases or records as requested.
• Provides forms, applications, receipts or other documents to visitors/customers upon request. Assists customers with completing forms.
• Prepares division records, reports and forms; prepares correspondence and letters; receives documents and/or retrieves information from drafts, summaries, databases or other source documents; and incorporates information into prepared materials; and proofreads for accuracy and completeness. Copies and distributes documents as appropriate.
• Prepares and processes administrative documents (i.e. payroll, accounts payable, invoices, etc.). Prepares and processes program/operational documents (permits, work orders, project records, etc.). Researches, assembles and compiles information needed to complete documents.
• Establishes, updates and maintains information in automated information systems; enters operational, account, and/or program information into databases; retrieves data from databases; creates new spreadsheets/files; and purges old data. Researches information from databases as requested. Generates reports, logs and listings from databases. May include scanning paper documents into digital database.
• Prepares and maintains division files and records to include files of division correspondence, program records, legal documents, etc.; photocopies documents and distributes and/or files; and requests information from other divisions as necessary to complete division records/files.
• Receives, dates and distributes incoming mail. Prepares outgoing mail.
• Applicant must have prior experience in customer service, accounting and Excel spreadsheets or ability to successfully complete an Excel course.
• Office hours are scheduled in 8 hour work patterns Monday-Friday 8:00 am to 5:00pm. The applicant must be flexible regarding the work schedule. The applicant will be required to work on some county holidays. In the event of a hurricane or other emergency, attendance will be required to staff customer service phones immediately after the all clear is given for the event.

• Provides customer service and/or assistance to customers, County employees, vendors, contractors and the general public. Provides information and explains policies and procedures.
• Operates a personal computer, telephones, copiers and other general office equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system…