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Hillsborough County · 1 week ago

Customer Service Representative (Pet Resource Center)

440 North Falkenburg Rd, Tampa, FL, 33619, US

Full-time

Onsite

Entry, Mid Level

$34K/yr - $45K/yr

2+ years exp

Hillsborough County's Pet Resource Center is responsible for the care of over 15,000 cats and dogs each year. As a Customer Service Representative, you will be the initial and final point of contact for customers, providing high-quality customer service and assisting with adoptions, tag renewals, and pet pantry support.

BillingGovernmentPublic RelationsWaste Management

Responsibilities

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

Qualification

Customer service best practicesEffective communicationData entry skillsTeam leadershipActive listeningProblem-solvingOrganizational skills

Required

Graduation from high school or possession of a GED certificate

Two years of experience as a customer service representative

An equivalent combination of experience, education, and training that would reasonably be expected to perform the job-related competencies noted above

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

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

Maintain the ability to pass the background checks required for the position

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)