Customer Service Representative Lead

Salary: $44,480.00 - $59,050.00 Annually
Location : FL 34471, FL
Job Type: Full-Time
Job Number: 31125
Department: Finance & CSO
Opening Date: 03/11/2025
Closing Date: 3/16/2025 5:00 PM Eastern

Description

This is a varied and highly responsible customer service position involving all elements of the Customer Service Representative I and II position. Employees assigned to this class may serve in a lead worker capacity and supervise in the absence of the supervisor.
Examples of Duties

ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Provides assistance and direction to other employees in the work unit as well as support to the Customer Service Supervisor/Manager.
2. Prioritizes assigned and team tasks to ensure that deadlines are met.
3. Assists with special projects or reports to enhance quality while developing new or improved processes.
4. Monitors and responds to customer service emails.
5. Processes lien searches, lien satisfactions, and medical alerts.
6. Provides strong support and leadership to customers and co-workers with work-related issues.
7. Assists supervisor/manager in preparing monthly performance reports.

Perform any other related duties as required or assigned.
Minimum Qualifications

EDUCATION AND EXPERIENCE
Must have a high school diploma or GED with a minimum of 4 years' experience in customer service dealing with the general public. Experience to include billing or accounting, telephone/switchboard operations, 2 years in banking as a teller or 2 years cashiering, and in use of various office equipment. An equivalent combination of training, education, and experience may be acceptable.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Must possess a valid Florida Driver's License with an acceptable driving record.
Supplemental Information

ANALYTICAL ABILITY / PROBLEM SOLVING
MODERATELY STRUCTURED. Fairly broad activities using moderately structured procedures with only generally guided supervision.

PLANNING
With regard to general assignments in planning time, method, manner and/or sequence of performance of own work.
CONSIDERABLE RESPONSIBILITY; in addition, the organization and delegation of work operations for a Group of employees engaged in Widely diversified activities.

DECISION MAKING
Performs work operations which permit opportunity for decision-making of minor importance. FREQUENTLY;
Performs work operations which permit opportunity for decision-making of major importance. N/A

COMMUNICATION SKILLS
Ability to effectively communicate information and respond to questions in person and small groups situations.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration, and percent and to prepare and interpret bar graphs.

CRITICAL THINKING SKILLS
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.

SUPERVISION RECEIVED
Under direction where a definite objective is set up and the employee PLANS AND ARRANGES OWN WORK, referring only unusual cases to supervisor.

MENTAL DEMAND
LIGHT; Operations requiring intermittent directed thinking to carry out predetermined procedure or sequence of operations of limited variability. Operations requiring intermittent attention to control machine or manual motions.

USE OF MACHINES, EQUIPMENT AND/OR COMPUTER
Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, etc.)

ACCURACY
Probable errors would not likely be detected until they reached another department, office or patron, and would then require considerable time and effort to correct the situation.

PUBLIC CONTACT
Frequent contacts with general public, patrons, or other outside representatives, wherein the manner of handling these contacts has a bearing on the organization's position and operation.

EMPLOYEE CONTACT
Contacts of considerable importance within the department or office. Requires tact in discussing problems and presenting data and making recommendations.

SOFTWARE SKILLS REQUIRED
10-Key Intermediate
Accounting Intermediate
Alphanumeric Data Entry Intermediate
Contact Management Intermediate
Database Intermediate
Enterprise Resource Planning None
Human Resources Systems None
Payroll Systems None
Presentation/PowerPoint Basic
Programming Languages None
Spreadsheet Intermediate
Word Processing/Typing Intermediate

OTHER SKILLS
Bilingual, Spanish preferred.

PHYSICAL ACTIVITIES
While performing the functions of this job, the employee may be required to:
Stand Regulary
Walk Regularly
Sit Regularly
Use hands to finger, handle or feel Regularly
Reach with hands and arms Regularly
Climb or balance Never
Stoop, kneel, crouch or crawl Never
Talk or hear Regularly
Taste or smell Never

WEIGHT LIFT REQUIREMENTS
The employee must occasionally lift and/or move: Up to 25 pounds

VISION REQUIREMENT
Specific vision abilities required by this job may include: Close vision (use of a computer, equipment, or any other work duties that require clear vision within two (2) feet or less).

ENVIRONMENTAL CONDITIONS The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work near moving mechanical parts (spinning shafts, engines, lifts, etc.) Never
Work in high, precarious places (tall structures, bucket lifts, extension ladders, etc.) Never
Fumes or airborne particles (painting, sanding, solvents, flying lint or dust particles, etc.) Never
Toxic or caustic chemicals (including potential for chemical spills, etc.) Never
Outdoor weather conditions (exposure to outdoor heat, cold or inclement weather) Never
Wet or humid conditions (not weather-related, such as greenhouse, carwash, etc.) Never
Extreme cold (not weather-related, such as freezer, cold storage, etc.) Never
Extreme heat not weather-related, such as furnace, kitchen, ovens, etc. where temp is regularly above 100 degrees F) Never
Risk of electrical shock (live electrical wires, equipment that retains power after shutoff) Never
Work with explosives (TNT, dynamite, nitroglycerine or other related explosives) Never
Risk of radiation (x-ray equipment, nuclear radiation, electromagnetic radiation, etc.) Never
Vibration (jack hammer, soil compactor, equipment that creates high vibration, etc.) Never

The noise level in the work environment is usually Moderate (business office with computers/printers, light traffic, etc.)

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).
The City of Ocala provides a competitive, comprehensive benefit package for all full-time employees.
Health Insurance

We offer both single and family coverage, for employees working 30 or more hours per week.
Dental Insurance

For full time employees, we offer both single and family dental coverage.
Vision Insurance

For full time employees, we offer both single and family vision coverage.
Life Insurance

For full time employees, the City of Ocala provides Basic Life and Accidental Death and Dismemberments policies as an employer paid benefit. Employees can opt for additional coverage such as supplemental voluntary life, spouse life, dependent life, and child life. For full time employees, the City of Ocala provides Basic Life and Accidental Death and Dismemberments policies as an employer paid benefit. Employees can opt for additional coverage such as supplemental voluntary life, spouse life, dependent life, and child life.
Short Term and Long Term Disability

Offered to full time employees, STD and LTD coverages are income replacement benefits that assist policyholders who are unable to work for an extended period of time due to sickness or accidental injury.
Medical FSA (Flexible Spending Account) and Dependent Care FSA

Flexible spending accounts allow employees to pay out-of-pocket medical, dental, vision, and dependent care expenses using pre-tax dollars.
Pet Insurance

We also offer special pet insurance for your pets in the case of illness or accidents, as well as preventative care.
Employee Health & Wellness Center

The City of Ocala offers the use of the City Clinic for those employees, and covered dependents over the age of 8, which have elected one of our health insurance plans. Services offered by the City Clinic include primary care, chronic disease management, labs, x-rays, and wellness coaching.
Voluntary Cancer Insurance

For full time employees, the cancer insurance policy can help provide security if you, or a covered dependent . click apply for full job details