Status: Title: Department: Reports to:
Nonexempt Quality Assurance Team Member Operations - Customer Service Director of Operations
Job Code: N-200-008 Salary: $16.32
Position Summary: Perform duties to serve customers of the St. Lucie County Tax Collector’s office by providing information, and processing the full range of transactions and payments related to motorist services, fees, and taxes, independently processing and resolving complex transactions. As a member of the Quality Assurance Team, prepare, create, and/or modify training material, tools, and presentations to provide training for Customer Service Representatives covering any facet of the standard processes or modified regulations, where topics are determined by management and methods are defined by the Training Coordinator. Train and mentor Customer Service Representatives through initial and ongoing stages of employment, working within the limits of standard or accepted practice.
Essential Functions: •
Receive training requirements and provide training modules to provide Customer Service skills enhancement and information related to policies, guidelines, rules and regulations to the staff.
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Provide information and trainings on updates and changes to agency policies and procedures as they are released from the state or interoffice. Conduct intensive research through various outlets to ensure the presented facts are correct. Prepare, develop, maintain, and execute training documents and Power point presentations for review and authorization.
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Follow defined training methods to ensure compliance with standards and to meet operational systems training objectives.
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Present trainings to peers and management. Respond to questions in training sessions to ensure that team members receive resources to resolve inquiries.
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Deliver assignments within specified timeframes, adhering to all established methodologies, standards and guidelines individually or as a member of a project team.
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Mentor new team members during initial phases of employment. Model the customer service manner that best represents the Tax Collector’s Office. Instruct new representatives in all assigned transaction processing, system operation, cash handling, balancing, and other routines involved in the work. Respond to questions; provide feedback to the representative and to supervision, making recommendations as to additional training that may be required.
Created/Revised HAI 4/3/20184/3/2018
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Status: Title: Department: Reports to:
Nonexempt Quality Assurance Team Member Operations - Customer Service Director of Operations
Job Code: N-200-008 Salary: $16.32
Essential Functions (Continued): •
Perform Customer Service representative duties as assigned. Provide assistance and information to customers related to payment and processing of Department of Motorist Services (DMS) registration and titling, Driver License and identification cards, Hunting and Fishing licenses, property taxes, and business tax receipts.
Other Duties: •
Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements.
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Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies.
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Perform other related duties as assigned.
Competency: •
Demonstrate excellent positive listening, oral, and written communication and customer service skills to consistently represent the Tax Collector’s Office to all constituents in a manner that meets or exceeds defined standards.
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Knowledge of adult learning principles and their application to the presentation of tasks in the Customer Service function.
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Ability to use presentation skills that clearly inspire learners to pursue and achieve training goals.
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Ability to analyze data and interpret directions, procedures and regulations, and develop appropriate responses. Knowledge of operation, responsibilities, and common procedures of the Tax Collector’s Office.
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Ability to learn, interpret, and apply State and local laws and regulations pertaining to tax collections and tax recordkeeping procedures.
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Ability to maintain confidentiality of private and sensitive information.
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Demonstrate ability to process transactions completely, in a fast-paced environment while maintaining a critical degree of accuracy.
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Mathematic skills required sufficient to teach and assist team members in learning cashiering and cash drawer balancing.
Created/Revised HAI 4/3/20184/3/2018
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Status: Title: Department: Reports to:
Nonexempt Quality Assurance Team Member Operations - Customer Service Director of Operations
Job Code: N-200-008 Salary: $16.32
Competency: (Continued) •
Consistently demonstrates proficiency in critical thinking skills, time management, effective prioritization, organization, and creativity in the management of multiple responsibilities.
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Strong computer data entry and keyboarding skills, and ability to work efficiently in MS Office Suite including Word, Excel and PowerPoint, as well as the ability to learn and function effectively in the use of specialty software systems and tools used in communications and transaction processing.
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Florida Driver License with insurability required.
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Bilingual skills are a plus.
Education/Experience Requirements: •
High School education plus some additional training related to processes and pertinent regulations.
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Three to five years of experience in Customer Service or related position.
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Two or more years of Tax Collector Customer Service Representative experience is preferred.
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Previous leadership and/or training experience a plus.
ADDITIONAL CONSIDERATION: Responsibilities listed are to be considered specific but not necessarily inclusive of all activities. All employees serve at the pleasure of the Saint Lucie County Tax Collector. The Tax Collector as an Elected, Constitutional Officer retains the right to make personnel changes and decisions deemed necessary to carry out the duties of the office and serve the people of Saint Lucie County. You must successfully complete a six month probationary period during which time your performance will be evaluated. Failure to meet the performance standards of this position will result in termination or reassignment as determined by the Tax Collector or Chief Deputy Tax Collector.
Created/Revised HAI 4/3/20184/3/2018
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