Job Description

TITLE

Customer Service Representative

DEPARTMENT(S)

Inverness CSO

REPORTS TO

DHSMV Administrator/CSO Supervisor

FLSA STATUS

Non-Exempt

PREPARED DATE

11/16/2022

JOB SUMMARY

This position is responsible for providing customer service in an accurate, timely, and professional manner to the public and processing clerical work within the office. Processes transactions in accordance with the Florida Statutes, rules, and regulations for county and state agencies. Works under direct supervision and under the policies and procedures set forth by the organization.

ESSENTIAL JOB FUNCTIONS

· Provide excellent internal and external customer service, in person, with a friendly, professional demeanor to a high volume of customers.

· Provide assistance to and respond to inquiries from the public and outside agencies related to transactions for state and county agencies with a high degree of accuracy and efficiency to facilitate effective customer flow and minimize wait times.

· Research and apply rules, regulation, and policies defined by Florida Statutes, Department of Revenue, Department of Highway safety and Motor Vehicle, and Florida Fish and Wildlife Commission as they relate to transactions being completed; maintain a comprehensive, current knowledge of such.

· Review and verify authenticity and accuracy of forms, documents, payments, and applications.

· Process transactions related to new applications, renewals, and transfers of motor vehicle and vessel registrations and titles; driver licenses and ID cards; property and tangible tax payments; business tax receipts; and hunting and fishing licenses.

· Prepare forms, enter, review, scan, and modify data in various computer databases; verify accuracy of data entered.

· Collect and process all fees and taxes related to such transactions and post payments to record for State and County agencies.

· Responsible for daily managing and balancing of cash drawer.

· Perform clerical work such as preparing reports, filing, and inventory.

· Perform office receptionist functions as needed.

· Other duties as assigned.

REQUIRED SKILLS/ABILITIES

· Excellent attention to detail.

· Excellent oral and written communication skills.

· Experienced in cashiering and money handling.

· Ability to examine documents for accuracy.

· Ability to train on and learn multiple functions; multi-task.

· Ability to use a computer, keyboard, multiple computer software systems, and general office software and equipment.

· Ability to enter data in various computer systems accurately.

· Ability to function well in a high-paced and at times challenging environment.

· Dependable attendance and punctuality.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities. Reports directly to the department supervisor or manager.

EDUCATION AND/OR EXPERIENCE

High school diploma or general education degree (GED); at least two years of customer service experience; or equivalent combination of education and experience.

CERTIFICATES, LICENSES, ETC.

Ability to obtain a State of Florida Notary Public Commission and become a Certified Florida Collector Assistant.

PHYSICAL ABILITIES

The physical demands described here are representative of the those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to type, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk; and hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside their normal responsibilities from time to time, as needed. Depending on the assigned area of responsibility, employees in the position may perform some or all of the described functions.

ADDITIONAL INFORMATION

Various aspects of performance will be used to determine if the employee’s performance warrants advancement to the Customer Service Representative I level as per the needs of the office. The following will be reviewed and considered, including but not limited to:

· Customer service skills; including comment card feedback

· Communication and listening skills

· Quality of work, including review of cashier and error rates

· Quantity of work produced

· Initiative and cooperation

· Attendance and dependability

· Satisfactory performance reviews

Upon review of the aforementioned performance aspects, the recommendation for advancement must come from the employee’s direct supervisor or manager.

THIS DOCUMENT DOES NOT CREATE A CONTRACT FOR EMPLOYMENT, IMPLIED OR OTHERWISE, OTHER THAN AN “AT-WILL” EMPLOYMENT RELATIONSHIP.