Department:

Communications

Start Here. Grow Here. Stay Here.

Are you an experienced Customer Service Representative, ready to take the next step in your career? We have an opening for a Senior level CSR, capable of providing comprehensive customer service in a highly visible contact center environment. In this role you will be receiving, researching, and responding to the general public and county employees for government services or general information. The high volume of inbound work is semi-routine and is performed under the direction of a supervisor.

Job responsibilities rely frequently on a knowledge base, other resources, and pre-established guidelines to answer, guide, resolve, or open service requests to perform the functions of the job that would result in first-call resolutions.

This position starts out at $20.91/hr and is a great stepping stone for your career with the county. Apply today!

About the Position

In this role, you will...

• Respond professionally to telephone calls and other types of inquiries from the general public and county employees to obtain any County services or general information.

• Determine what type of service is being requested and respond accordingly.

• Furnish callers with service request tracking numbers and work orders for follow-up inquiries; advise callers of the projected service and time completion status of their requests.

• Document required caller information such as date, name, address, phone number, email address, site address, nature of the request, and enter into applicable work/asset management system.

• Receive telephone inquiries that may include transferring the caller to a specific subject matter expert when appropriate.

• Conduct research and investigations of complex customer issues and concerns to promptly provide appropriate feedback and resolutions.

• Receive and reply to electronic messages such as email, online chat, and other online media formats.

• Visit various business unit locations to gain the information needed to respond to calls.

• Attend training sessions as needed.

• Perform related work assignments as required (i.e.: staffing the Welcome Center and performing comprehensive customer service duties in person, over the phone, and online inquiries).

• Excel at multi-tasking to meet demands.

• Act as a liaison with other County Departments to be a knowledgeable resource for training other CSRs.

• Provide support and follow-up to other staff members, serving as a role model to other staff members and volunteers; perform training and onboarding when necessary.

• May work on special projects to improve the Contact Center's performance and knowledge.

• Meets all performance metrics.

• Handle escalated issues and complex customer concerns transferred from CSRs.

• Monitor data within FAQ’s and may create and evaluate other job aides to be used by all CSR’s.

About the Schedule

Work Hours:

• Full-Time, 40 hours per week.

• Monday - Friday, 8:00 a.m. to 5:00 p.m.

• Work schedules may vary due to split shifts, rotations, emergencies, etc.

About You

Minimum Qualifications:

• High School diploma or equivalent education -AND- two (2) years of Sarasota County Government (SCG) experience as an intermediate Utilities customer service representative.

• Complete certifications or internal TRAC courses, as required by the department and/or SCG.

• Special Note: One year of college may substitute for one year of work experience.

Preferred Qualifications:

• Bilingual in Spanish.

About Everything Else

Starting Pay Rate: $20.91/hr

Our interview process could include phone interview(s), Microsoft Teams video interview(s), and/or in-person interview(s).

If you are selected to join our team, please click on this link to review the Required First Day Documents (http://www.scgov.net/home/showpublisheddocument/66596/638617478290291353) . You will need to present the following items on your first day:

1. I-9 Acceptable Documents to show your identity and authorization to work. Use this link to learn more and review the different document options: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents

• If your position requires a Florida Driver’s License, this must be one of your documents. (Your Florida Driver’s License can serve as one of your documents listed in link above – List B Documents.)

2. U.S. Social Security Card (signed, physical card). This is a requirement of our Payroll Department and failure to provide this document could jeopardize timely compensation. (Your U.S. Social Security Card can serve as one of your documents listed in link above – List C Documents.)

Benefits:

• Enjoy great benefits including Health, Dental, Vision, and Life Insurance, Short-Term and Long-Term Disability, Flexible Spending Accounts, Employee Assistance Program (EAP), Florida Retirement System (FRS) and many, many more! C hoose one of three great medical plans, including one with a $0 premium option, with completed preventative visits!

• For more information about employee benefits, please click this link or visit SCGov.net (https://www.scgov.net/government/human-resources/employee-health-and-benefits) for additional information.

• Utilize our award-winning wellness program including free gyms at multiple Sarasota County Government locations.

• Enjoy 11 paid holidays, 3 personal days and 16 paid vacation days in the first year of full-time employment with increasing accrual rates with years of service. (That adds up to a possible 30 days off in your 1st year!)​​

A different blend of voices prompt better conversations, choices and results for everyone. Sarasota County – Many Voices, One Team.

We celebrate and value the experiences, backgrounds, perspectives, talents and strengths that make us different.

Our vision is to attract, develop, retain and engage a talented workforce broadly representative of the citizens and communities we serve. To further value creativity, innovation, collaboration and great customer service – internally and externally.

A job applicant with a disability who requires reasonable accommodation to participate in the application/selection process is requested to make known the need for an accommodation to Human Resources or appropriate county staff members. For assistance with the application, please call 941-861-5353.

Sarasota County prohibits discrimination in all services, programs or activities. View the complete policy at scgov.net (keywords: ADA Compliance).

Sarasota County Government is a Tobacco-Free/Drug-Free Workplace.