Call Center Clerk I

Deputy Clerk I

Under the direction of the Call Center Team Leader, the Deputy Clerk I is responsible for handling inbound and outbound calls, addressing customer inquiries, and other miscellaneous and ancillary duties. This position is classified as non-exempt from the overtime provisions of the Fair Labor Standards Act.

Essential duties include : assisting customers promptly and professionally, over the telephone and / or chat, addressing inquiries and resolving issues; documenting customer interactions and maintaining detailed records in the system; using a combination of vendor and in-house software to review and collect necessary information to provide to customers; collaborating with team members to improve processes and enhance customer experience; meeting performance targets for call volume, customer satisfaction, and quality assurance; assisting the front counter as needed, including the processing of traffic citations dispositions; and performing other duties of a similar nature / level.

Minimum qualifications include : a high school diploma or its equivalent (G.E.D.); one year of related clerical or call center experience; the ability to type a minimum of 35 correct words per minute; good customer service skills; and a valid Florida Driver's license.

Knowledge, skills, and abilities required include : knowledge of general office procedures; strong skills in communication; skill in organizing and prioritizing work; skill in the operation of computer software and hardware sufficient to enter, retrieve, and manipulate data; skill in active listening; skill in recognizing and diffusing dissatisfied customers; ability to fully train in all areas of the department; ability to work effectively in a team setting; ability to maintain a positive demeanor; ability to fluently speak the Spanish language helpful but not required; ability to make decisions; ability to fluently read, interpret, speak, write, and understand the English language; ability to interact professionally and maintain effective working relationships with superiors, coworkers, customers, and others; ability to multi-task and adapt to changing priorities; and ability to work in a fast pace setting and maintain composure under pressure.

Physical activities include : manual dexterity, talking, hearing, and repetitive motions. Physical requirements include : sedentary work, exerting up to 10 pounds of force occasionally and / or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Visual acuity is required to perform activities such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; and / or extensive reading.