Customer Service Representative

Salary: $18.95 - $30.25 Hourly
Location : Fort Lauderdale 33312, FL
Job Type: Full-Time
Job Number: 1412988
Department: RED ACD Admitting
Opening Date: 10/31/2024
Closing Date: 11/4/2024 5:00 PM Eastern
Veterans' Preference Notice: Under Section 295.07, Florida Statutes, certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment with Broward County and are encouraged to apply for the positions being filled.
REQUIREMENTS AND PREFERENCES
Broward County is not accepting attachments for this recruitment, including resumes or similar supporting documentation. Please ensure you complete the application in its entirety and include all information you want considered.
The Broward County Board of County Commissioners is seeking qualified candidates for Customer Service Representative to support Animal Care Division.
Benefits of Broward County Employment
High Deductible Health Plan - bi-weekly premiums:
Single $10.39 / Family $76.94
Includes a County Funded Health Savings Account of up to $2400 Annually
Consumer Driven Health Plan - bi-weekly premiums:
Single $78.64 / Family $273.13
Florida Retirement System (FRS) - Pension or Investment Plan
457 Deferred Compensation employee match
Eleven (11) paid holidays each year
Vacation (Paid Time Off) = 2 weeks per year
Up to 40 hours of Job Basis Leave for eligible positions
Tuition Reimbursement (Up to 2K annually)
Paid Parental Leave
General Description
Assists customers in resolving a variety of problems/issues in an assigned agency.
Works under close to general supervision according to set procedures, but determines how or when to complete tasks.
Minimum Education and Experience Requirements
Requires one (1) year in customer service or customer relations or closely related experience.
Special Certifications and Licenses
Possess and maintain a valid Florida Class E Driver's License based on area of assignment.
International Degree Evaluation Language:
For consideration of international degrees, candidates must have it evaluated by an approved member of the National Association of Credential Evaluation Services (NACES), or Association of International Credential Evaluators (AICE). All associated expenses incurred are the responsibility of the candidate. To access the NACES directory of current members, please visit To access the AICE directory of endorsed members, please visit Completed evaluations do not guarantee an offer of employment and are subject to approval by Broward County Human Resources
Preferences
Two (2) years of customer service experience or clerical or closely related work involving regular customer service interactions.
- One (1) year of high volume data entry experience.
- Experience in HLP/Chameleon Software highly desired
- One (1) year of animal handling experience in the animal welfare industry highly desired.
- Technical knowledge of cat and dog breeds.
- Ability and capability to multi-task during high pressure situations.
- Aptitude for conflict resolution.
- Ability to translate Spanish and communicate bilingually is highly desired.
Additional Information:
This position is a safety-sensitive position. Candidates selected for employment will be subject to pre-employment verifications to include but not limited to; post-offer physical examination/drug test and clearance of the Department of Children and Families Affidavit of Good Moral Character.
DUTIES AND RESPONSIBILITIES
The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.
Posts funds received by mail, web, phone, or direct customer interaction to credit the proper accounts and deliver the requested service or product. Researches misapplied payments in order to post to proper account.
Updates/maintains the agency's database, currently chameleon, in order to facilitate information recording, storage and retrieval to track activity/volume of work. Performs volume data entry as required to record the Division's revenue streams.
Properly registers, documents and assists customers as they arrive to ensure the proper service is delivered with a minimal service delay.
Receives, processes, and delivers division incoming mail. Directs mail to the various sections with specific attention to cash or cash equivalents and their controls (proper endorsement and scanning) for audit and tracking purposes.
Prepares a variety of correspondence, notifications, forms and related documents in order to communicate information to the public and/or to other staff.
Provides safe and humane handling of pets for the purposes of adoptions, intake, inventory, behavioral assessments, environmental enrichment, and promotional events, while adhering to disease management and safety protocols.
Participates in emergency sheltering during essential activation.
Updates/maintains a variety of databases in order to facilitate information recording, storage, and retrieval and/or to track activity/volume of work.
Checks payment history in order to answer questions from customers regarding payment/use history.
Resolves a variety of problems/issues from the public and/or other staff in order to maximize the efficiency/effectiveness of office operation and/or service provided.
Interacts with the public or other County staff/officials in order to assist them in using Department services/programs, collect fees, answer questions, or identify their service needs.
Posts funds received in order to credit the proper customer account.
Retrieves information/summary reports from a variety of databases in order to facilitate data/trend analysis, and/or provide data/information to staff, County officials, and/or the public.
Researches county and non-county government information in order to assist customers in determining the appropriate government agency/jurisdiction that can resolve their problem/issue.
Registers regulated businesses/individuals in order to protect consumers and document regulated businesses/individuals.
Prepares a variety of correspondence, notifications, forms, and related documents in order to communicate information to staff and/or the public.
Processes returned checks/credit card transactions in order to collect funds owed for utility services, or license/permit/citation/lien satisfaction fees, and/or update account status.
Researches misapplied payments in order to post funds received to correct account.
Performs related work as assigned.
WORK ENVIRONMENT
Physical Demands
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.
Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.
Unavoidable Hazards (Work Environment)
Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.
None.
SPECIAL INFORMATION
Competencies

• Decision Quality

Makes good and timely decisions that keep the organization moving forward. Swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise.

• Resourcefulness

Secures and deploys resources effectively and efficiently. Accomplishes tasks without waste, leveraging available resources; requests additional resources when appropriate. Manages multiple priorities and competing demands calmly and effectively.

• Optimizes Work Processes

Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Generally follows defined and communicated standards, methods, and procedures. Seeks advice and finds ways to work better within processes. Makes some reasonable suggestions to improve work methods.

• Interpersonal Savvy

Relates openly and comfortably with diverse groups of people. Maintains an open, friendly, and accepting demeanor when interacting with others; starts conversations and builds rapport; listens attentively and responds non-defensively when given advice, instruction, or critical feedback.

• Communicates Effectively

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.

• Demonstrates Self-Awareness-Awareness

Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. Seeks and responds to constructive feedback in a positive and professional way. Seeks to understand own impact on others; acknowledges mistakes and finds ways to avoid repeating them.
County Core Values
All Broward County employees strive to demonstrate the County's four core behavioral competencies.

• Collaborates : Building partnerships and working collaboratively with others to meet shared objectives.
• Customer focus : Building strong customer relationships and delivering customer-centric solutions.
• Instills trust : Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Values differences : Recognizing the value that different perspectives and cultures bring to an organization.

Americans with Disabilities Act (ADA) Compliance
Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email to make an accommodation request.
Emergency Management Responsibilities
Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.
County-wide Employee Responsibilities
All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies.
All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.
Broward is a dynamic county that offers an exciting, stable career with incredible employee benefits such as 11 annual holidays, accrued annual/vacation and sick leave, FRS retirement, $50,000 of free life insurance, training and development, and participation eligibility in a deferred compensation (457) plan with a match up to $2,600. In addition, Broward County offers 2 health plans, a High Deductible Health Plan (HDHP) with a County-funded Health Savings Account (HSA), and a Consumer Driven Health plan (CDH), Dental insurance, Vision insurance and Section 125 Flexible spending accounts for Medical Expenses and Dependent Care. Part-time 20+ benefit eligible employees receive the benefits described above at a reduced amount.
01
Do you have one (1) year in customer service or customer relations or closely related experience?

• Yes
• No

02
How many years of full time customer service or customer relations experience do you possess? (Must reflect in online application)
03
How many years of experience do you have working in an animal welfare environment and describe that environment and the work you did.
04
Our facility is open weekends and holidays and you will be required to work weekends and holidays. Are you willing and able to fulfill these requirements?

• Yes
• No

05
This position receives many phone calls and emails per day requesting various items. Explain how you would respond to these requests without compromising customer service and quality?
06
Please explain your customer service experience in a fast paced environment (please be specific).
07
What is your definition of outstanding customer service?
08
Please describe a time where you dealt with a difficult customer or colleague; how did you handle this?
09
Have you ever worked in a team environment? If so, please describe and include what you liked or disliked about it.
10
You have been assigned to a project with a co-worker who has a work style and personality that is very different from yours. How would you maintain your professionalism in dealing with that co-worker?
11
Describe your cash handling experience. How much money did you deal with? Were you responsible for balancing a cash drawer? How did you handle any errors?
12
Describe your computer experience and/or training. How proficient are you with Microsoft Office Suite, including Outlook, Excel, and Word?
13
Do you have experience working with Chameleon Animal Sheltering software? Please describe what specific experience you have with Chameleon software. If you have no experience, please enter "N/A".
Required Question