Customer Service Specialist

Customer Service Specialist

We are looking for a dedicated and customer-focused individual to join our team. In this role, you will assist Lee County Pay-by-Plate customers by addressing their inquiries, resolving disputes, processing payments, and lifting registration holds. You will also support LeeWay transponder customers with discount programs, account management, and toll interoperability. This position involves interacting with customers through various communication channels including phone, email, in-person, and at the transponder test lane.

Duties and Responsibilities

As the Leeway Service Center is a call center environment, the primary mode of customer contact will be by phone.

Handle a high volume of inbound customer calls in a call center environment using a multi-line phone system.

Provide clear and professional communication with both internal teams and customers.

De-escalate customer concerns and resolve issues with patience and support.

Explain LeeWay discount programs, account options, and toll enforcement policies to customers.

Update and manage customer accounts, process applications, and renewals for LeeWay transponders.

Process Pay-By-Plate transaction payments, and assist with customer inquiries and complaints.

Ensure accuracy in data entry and maintain professionalism in all customer interactions.

Use independent judgment to resolve customer issues via phone, in person, email, or mail.

Identify customer needs, research issues, and provide timely solutions.

Education, Experience, Licensing

Minimum Requirements:

High school diploma or GED equivalent.

One year of experience in a fast-paced customer service or call center environment or a high-volume customer service role.

Preferred Qualifications:

Experience in bookkeeping, accounting, or cash handling.

Familiarity with multi-line phone systems.

Background in a call center environment.

Strong communication and interpersonal skills.

Valid driver's license with a good record.

Supplemental Information

Multitasking: Ability to handle multiple tasks and prioritize in a fast-paced environment.

Customer Service: Ability to quickly build rapport and provide excellent service.

Technical Skills: Proficient with basic computer operations, including Microsoft Word and Excel, as well as office tasks like data entry and filing.

Learning Ability: Willingness to learn systems like the LeeWay Advanced Revenue Collection system (ARC) and the Pay-By-Plate Enforcement System (VES).

Communication: Strong verbal and written communication skills.

Problem-Solving: Ability to analyze and apply policies to resolve customer issues.

Discretion: Handling sensitive and confidential information with care.

Work Schedule:

Full-time (40 hours per week), Monday - Friday, 8:00 AM to 4:30 PM.

Weekend hours required during the October renewal season and as needed based on workload.

EMERGENCY RESPONSE/RECOVERY ACTIVITIES:

All County employees are required to work before, during, or after an emergency as needed. This may include temporarily being assigned to work and performing duties outside of the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this classification. All positions are subject to a criminal background check. A conviction in and of itself may not necessarily preclude employment. Some positions may be subject to a pre-employment drug screening. Certain service members and veterans, and the spouses and family members of such service members and veterans, who claim and meet eligibility requirements of veterans preference, receive preference and priority in employment and are encouraged to apply.

Lee County Board of County Commissioners offers a comprehensive, and affordable benefits package. Our Board works in the best interest of employees and strives to provide the most complete, high-quality benefits package available at the lowest possible cost to the employee. Our Board continues to remain steadfast in maintaining one of the lowest levels of employee costs in our area.

Lee County's benefits package is offered to both regular Full-time positions and Part-time positions that are regularly scheduled to work 60 hours or more bi-weekly. Medical benefits may be offered to On-Call, Temporary, Seasonal, and Intern employees who meet the Affordable Care Act eligibility criteria.

Lee County employees eligible to participate in the Florida Retirement System (FRS) are required to contribute 3% of each paycheck to FRS. If you have retired from the Florida Retirement Pension plan you will not be eligible for renewed membership in either of the FRS retirement plan options. Retirees of the Investment Plan are eligible for renewed membership in the Investment Plan only. FRS reemployment rules apply for both.

Below is a brief breakdown of what's included in the benefits package that is offered to our employees.

For a more detailed look into our benefits package, please visit our webpage at www.leegov.com/hr/Documents/Employee%20Benefits/2024%20Benefits/FULLTIME%20ACTIVE%20LCBOCC%202024%20Plan%20Year%20OE%20Guide%20FINAL%20AON%202023.09.12.pdf.

To view our employee paid premiums, please visit: https://www.leegov.com/hr/Documents/Employee%20Benefits/2024%20Benefits/2024%20Active%20Employee%20Rates.pdf