Customer Service Specialist (Possible Contract-To-Hire) – Marion County Parks & Recreation
Marion County is a 100% drug free workplace
This position is recruited and staffed with reSOURCE Government Services, not Marion County Government BoCC
Location: Marion County Parks and Recreation – 111 SE 25th Ave., Ocala, FL 34471
Work Schedule: Monday – Friday; 8:00 AM – 5:00 PM
Pay Rate: $18.24 per hour + full benefits
*Required: Must be able to clear pre-employment level II background, drug test; Must possess a valid and active Driver's License*
JOB SUMMARY
This position receives and dispatches requests, manages citizen inquiries, performs data entry, generates reports, and communicates with multifaceted clientele. This position is a cash location responsible for collecting fees, processing payments, etc. and serves as administrative and secretarial support for the department.
ESSENTIAL FUNCTIONS
The following statements describe the principal functions of this job and its scope of responsibility but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the work load
- Maintains high level of customer service. Provides information within scope of knowledge or refers customers to appropriate individuals. Maintains appropriate communications with staff, including field staff, customers, and other agencies.
- Answers a multiline telephone system, makes referrals, takes messages, and directs incoming calls appropriately. Transmits official messages via the telephone and email.
- Complete a variety of transactions through the department’s recreation software for customers via the phone and in person; review.
- Able to quickly learn and communicate (both orally and in writing) details of parks, recreation programs and projects to customers, in addition to departmental policies/procedures.
- May be assigned a project or process and be held responsible for results.
- Must have thorough knowledge of software programs for facility rentals, program registration, park passes, and other payables.
- Maintains a pleasant cooperative attitude with co-workers. Maintains professional appearance, grooming and dress consistent with department image.
- Required to report to work at the appointed hour, as scheduled, and to work the entire assigned schedule.
SECONDARY FUNCTIONS
- Performs other duties as assigned.
CUSTOMER SERVICE
This is a front-line position for providing exemplary customer service to members of the general public and other County employees. Personal contact occurs with other employees of the unit, employees of other departments in the County, citizens, and customers of the department. Service is provided in person, by phone contact, fax documents, and electronic transmittal
SUPERVISION
This position routinely functions in a small group of employees.
QUALIFICATIONS
Education and Experience:
High School education or GED required. Associate Degree or equivalent vocational training/education preferred. Qualified candidates are expected to have two years of progressive knowledge and skilled administrative support, secretarial related experience and training, or technical experience and training demonstrating extensive knowledge and practical experience with personal computers, standard application packages, modern office technologies, and customer service; or an equivalent combination of education and experience.
Licenses or Certifications:
- Possession of a valid Florida driver license required.
Knowledge, Skills and Abilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skills, and ability required.
Language Skills
- Ability to read, analyze and interpret policies, procedures, or governmental regulations.
- Ability to write routine reports, correspondence and procedural documents.
- Ability to effectively present information and respond to questions from managers, clients, customers, and the general public.
- Ability to tactfully respond to common inquiries or complaints from customers, regulatory agencies or members of the business community.
Mathematical Skills
- Ability to calculate figures and amounts such as discounts, interest, commissions, percentages and volume.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Ability to apply concepts of basic algebra and geometry.
Problem Solving Ability
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret and apply common sense understanding to carry out instructions furnished in written, oral, diagram, or schedule form.
- Interprets complex and detailed technical data.
- Studies manual work process to determine most effective methods for essential tasks.
- Can explain records, procedures to others as lead worker.
Specialized Skills and Abilities
- Requires knowledge of the field of assignment, sufficient to perform thoroughly and accurately the responsibility illustrated by the above job duties.
- Ability to work efficiently and accurately in an atmosphere of frequent interruption, multi-task in a fast paced environment, maintain composure in stressful situations and to remain calm during emergencies.
- Ability to work independently and to carry out assignments to completion with minimum instructions, adhere to prescribed routines and practices, maintain records, and to make reports requiring accuracy.
- Knowledge of departmental procedures and equipment.
- Strong working knowledge of computers and other office equipment (e.g.: current operating systems, software applications, e-mail, internet usage, and basic spreadsheets).
- Strong organizational skills and ability to prioritize and meet established deadlines.
- Strong verbal skills.
- Skill in the interpretation and application of business English, grammar, spelling, diction, style and punctuation.
- Ability to take a teamwork approach to the job by cooperating with others, offering to help others when needed, and considering larger organization or team goals rather than individual concerns. Includes the ability to build a constructive team spirit where team members are committed to the goals and objectives of the team.
Machines and Equipment
- This employee will be required to operate a computer, calculator, telephone, fax machine, copy machine, and other general office equipment in the completion of the tasks of the position.
PHYSICAL DEMANDS
While performing the duties of this job, the employee will occasionally be required to use hands to finger, handle, or feel, reach with hands and arms and lift up to twenty-five pounds and stoop, kneel, or crouch; will frequently be required to stand, walk, talk and hear. Vision requirements are close, color, and peripheral vision, depth perception, and the ability to adjust focus to bring an object into sharp focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in a typical indoors office environment. The noise level for this environment will be moderate.
Florida Retirement System (FRS) Employment Disclosure Requirement
All candidates are required to respond to the following questions during the hiring process. Responses must be documented and retained as part of the recruitment record:
- Are you currently or have you previously been employed by an employer covered under the Florida Retirement System (FRS)? This includes the State of Florida or any other government entity, including school districts within the State of Florida.
- If the answer is yes:
- What was your last date of employment with the FRS-covered employer?
- Since leaving that employment, have you taken any distribution from FRS, including a refund of employee contributions?
Failure to provide complete and accurate information may impact employment eligibility.