Customer Service Communications Specialist Location: 440 Court Street, Clearwater, FL 33756 Schedule: Hours may vary due to departmental needs (such as extended hours due to disaster response) Pinellas County's Building and Development Review Services plays a key role in ensuring the health, safety and welfare of our community. If you arecustomer-serviceoriented and would like to contribute to this community, consider joining our team. This is independent administrative office support work aiding the Building and Development Review Services customer service call center. Areas of specialty may include responding to a high volume of customer calls, live chats, and/or general inquiries. Additional office responsibilities may include assisting with issue resolution, permit research, file management, and other department or subject matter specific services, activities or programs. An employee in this class has full departmental responsibility for ensuring the supporting administrative areas of assignment are completed in accordance with laws, policies, and procedures, by given deadlines. At this level, employees regularly develop work processes and procedures and may serve the administrative needs of all levels within the department. Problem solving requires research and analysis of a generally routine nature involving the identification and analysis of the components of the problem situation. Completed work is usually evaluated for conformity to policy and requirements. An employee in this class exercises a high degree of independent judgment and is required to have an extensive working knowledge of departmental operations, and in particular, the incumbent's agency or departmental area of assignment. What Would You Do?Receives telephone calls, and inquiries for the department, ascertains nature of business, personally handles those requesting information and directs remainder either to appropriate authority for disposition; Manage call/chat volume of up to 500 calls and chats a day.
- Receives and screens incoming emails, routes correspondence.
- Coordinates, administers, and manages special projects and/or performance tracking measures for directors and researches and prepares reports on administrative matters for associates, managers, and others.
- Coordinates clerical and administrative activities of several department sections.
- Trains new users in computer applications and applies computer technology to improve work processes.
- Compiles and analyzes data and prepares statistical and other reports for customers and managers.
- Provides information on department policies, procedures, and operations and maintains legal compliance.
- Trains and/or leads employees, reviews work, assigns duties, assists, trains, or advises technical or clerical employees, and develops group operational procedures.
- Operates personal computer and performs data processing functions including using available software packages, encoding data, report generation, data entry, retrieval, and other specialized and routine computer operations.
- Performs other related job duties as assigned.
What Do You Need To Have?
- At least 3 years of clerical experience preparing, processing, and maintaining administrative records or;
- An associate degree with major course work in business, accounting, public administration or related field and at least 1 year of clerical experience preparing, processing, and maintaining administrative records or;
- A bachelor's degree or higher with major course work in business, accounting, public administration or related field.
- Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
Highly Desirable
- Customer service/call center experience a plus!
- Bilingual (English & Spanish).
- Building permit experience.
- Accela Permitting Software knowledge
- Microsoft Teams experience
Knowledge, Skills and Abilities
- Knowledge of laws and rules governing procedures and legal requirements encountered in government office operations.
- Knowledge of Microsoft Office (Word and Excel)
- Knowledge of laws, rules, regulations, policies, and procedures as applied to highly specialized departmental administrative processes connected with delivery of public services.
- Knowledge of the principles and procedures of office management and supervision.
- Knowledge of business English, spelling, arithmetic and bookkeeping standards.
- Knowledge of application systems such Accela and EGIS
- Skill in operating Automated Calls Database
- Skill in operating a personal computer using prescribed software applications including typing into automated computer information systems and skill in the operation of commercial word processing, database, and spreadsheet programs.
- Skill in making formal oral presentations to staff.
- Ability to plan, organize and communicate information to all departmental employees.
- Ability to develop effective office or field work procedures and clerical training programs.
- Ability to provide information correctly and concisely, orally and in writing.
- Minimum typing speed of 35 wpm
Our benefits rank among the top in the area! - Looking for a strong retirement? We have you covered as members of the Florida Retirement System (FRS) with investment and pension options.
- We have deferred compensation programs and wellness centers to name a few perks. Check out these and more!
Want To Learn More? Please review the full classification description with the Physical/Mental Demands and Working Conditions at the below link. Administrative Support Specialist, C19