Full job description Job Description This is administrative support work involving receiving, entering, researching, responding to, and tracking telephone voter inquiries and complaints relating to voter services.
The work requires intermediate knowledge of customer service standards, excellent communication skills, and problem-solving skills. Contacts require skills in tactful assertiveness, the ability to understand and resolve conflicts and complaints, and being people-oriented, while using calm and clear communication geared towards meeting excellent customer service standards and ensuring customer satisfaction.
While the work is semi-routine, where tasks are covered by policies, procedures and precedents, agents are given some latitude to consider and choose the most appropriate technique, method, or procedure to follow. Work is performed in a high volume, inbound, call-center environment. Work schedules will include weekend hours and may vary during emergency circumstances.
Agents must be able to operate multi-line telephones with headsets and standard office equipment such as personal computers using multiple databases and word processing applications. Proficient typing skills are a plus. The physical demands consist mainly of sitting for extended periods of time. The work is performed under general supervision where the work assignments are subject to instructions and established work routines.
Examples of Work Receives, enters, researches, responds to, and tracks high volume, inbound telephone voter inquiries and complaints relating to voter services. Researches, gathers and enters all pertinent facts pertaining to issues and complaints into a database during requests. Reads and applies various documents such as procedures and regulations to work situations. Performs related work as required. Knowledge, Skills and Abilities Knowledge of customer service standards and the ability to remain focused on customer needs. Skilled in empathetic listening techniques. Skilled in critical thinking and problem solving. Ability to read and apply procedures and regulations to work situations. Ability to communicate effectively. Ability to handle confrontations constructively. Ability to simultaneously communicate, interpret communications and enter data into a computer. Ability to use good judgment in making decisions in accordance with policies and procedures. Ability to establish and maintain positive working relationships. Ability to operate standard office equipment such as personal computer using databases and word processing applications. Ability to read computer screens for extended periods. Skilled in using multi-line telephone system. Open Requirements/Supplemental Information One (1) year of experience in a position that involves regular contact with the public. Must have experience using personal computers with office applications such as Microsoft Office in a windows-based environment. Will be required to work rotating shifts and weekends. As part of the evaluation process, you will be invited to an exam. A FULLY COMPLETED ONLINE APPLICATION IS REQUIRED. Apply at Work history is required for all employment/volunteer work in which qualifications are being based. When meeting/basing qualifications on education, a copy of your college transcript is required with your application. Transcripts do not need to be official, but must state your name, the name of the school, type of degree, classes taken, grades received, and date degree was conferred.
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Certain servicemembers and veterans, and the spouses and the family members of such service members and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment and are encouraged to apply for positions being filled.
If claiming veteran's preference, you must attach a DD-214 (Member Form-4 copy) or military discharge papers, or equivalent certification from the Department of Veterans Affairs listing military status, dates of service and character of discharge. You must also attach the Veterans Preference Certification Form and if applicable, the additional forms as noted here:
If a candidate believes he or she was not afforded veteran's preference, he or she may file a written complaint, within 60 calendar days upon receipt of notification of the hiring decision, requesting an investigation to:
Florida Department of Veterans Affairs
Attention: Veterans' Preference Coordinator
11351 Ulmerton Road, Suite 311-K
Largo, FL ********
Email:
