Customer Service Representative, Entry Level

General Description

To provide efficient, effective service during the courteous collection of fees for vehicle registration, motor vehicle titling, parking permits, real estate taxes, personal property taxes, sales tax, vessel registration and titling, issuing hunting/fishing licenses, business tax receipts.
Responsible for issuing or denying issuance of driver licenses, temporary permits and identification cards. Collects information and denies issuance for instances of driver licenses fraud.
Pursuant to Sections 322.01 and 322.13, Florida Statutes, as revised, this position is authorized to examine and inspect documentation to determine the eligibility of customers for driver licenses in correlation with the Department's enforcement of national security; authorized to suspend, revoke, or restrict driving privileges in accordance with statute and the rule, regulations, and procedures promulgated by the Division of Motorist Services.

Essential Job Functions

SPECIFIC DUTIES:

• Explains laws and processes title application as well as transfers for vehicles and boats verifying registration numbers.
• Issues hunting/fishing and business tax receipts.
• Enter data into computer terminal /personal computer for up to eight hours.
• Ability to lift and carry up to 50lbs.
• Ability to repetitively open & close drive thru window drawer.
• Ability to stuff large amounts of envelopes.
• Processes affidavits, registrations, and forms.
• Assists public by explaining laws and procedures, delinquent taxes, and other related information in person and by phone.
• Type's statements, researches tax bills, checks tax roll for proper information and performs other related clerical duties.
• Collects payments on current and delinquent taxes, checking tax amounts on bills and issues receipts.
• Answers incoming calls concerning all aspects of tax collection, title, vehicle and vessel registration, hunting/fishing, business tax receipts, driver licenses and Florida ID cards.
• Relieves and/or fills in for drive up window teller when/if required.
• Processes large volumes of mail-in tax payments.
• Processes large volumes of vehicle mail-in renewals.
• Prepares outgoing mail for postal service and sort incoming mail.
• Assists in maintaining all physical areas of the department assigned in a neat, clean, efficient manner including the ability to vacuum all work area
• Ability to drive to any office or branch assigned.
• Ability to administer driving test.
• Ability to stand for up to eight hours a day.
• Works in any office or branch assigned.
• Ability to maintain a positive attitude and support management decisions and office policies.
• Responsible for suspending/ revoking driving privileges or closing suspensions/revocations; and for adding or deleting restriction to the application, license and driving record by on-line update procedure.
• Observes all customers for signs of physical or mental impairment, which would affect their ability to drive.
• Makes inquiry or inquires of the customer for an explanation of the nature and severity of the observed impairment.
• Determines if the impairment exceeds the established standards for safe operation of a motor vehicle.
• Presents to the customer written notice that the required tests must be taken within five days and/or obtain the written waiver from the customer to conduct the tests immediately.
• Upon the customer's failure to pass required examinations, issues an order of suspension and retains customer's license.
• Upon customer's failure to meet visual acuity standards

• Determines if any impairment meets the requirements for adding restrictions to the application, license and driving record of the customer.
• Reviews any administrative documents submitted by the customer requiring the addition of driving restrictions.
• Processes data accurately and efficiently.
• Determines if any restrictions have expired or been rescinded and removes same from the application, driver record and driver license.
• Receives and examines required identification submitted by customers; denying those who may fraudulently try to obtain a Florida identification card and/or driver license; including examine documents for immigrants and non-immigrants. Assisting in keeping the integrity of the driver license and or identification card, which is important to the domestic security of the state and nation. Making sure that the DL/ID card issued accurately reflects the identity of the person presenting it.
• Determines the type of test(s) required based upon the type of license required.
• Makes appropriate record of application on worksheet and verifies eligibility to take tests by consulting computer records.
• Explains test procedures, prepares the test on ADLTS and delivers test to the customer.
• Reviews test results and explain results to the customer.
• Explains the driving test as required and accompanies customer to the test site.
• Conducts safety inspection on customer's motor vehicle.
• Accompanies and/or observes customer's driving skill through the test course.
• Denies issuance of license at any point in the process when the customer fails to meet the minimum established standards.
• Informs the customer of the reason for denying issuance and advises of remedial steps necessary to meet requirements.
• Determines that the customer is eligible to receive the license/identification card applied for.
• Completes exam worksheet and transfers information to the computer to generate the final application form.
• Administers required oath to the customer and obtains customer's signature on the application.
• Captures images of documents presented for first time immigrants, non-immigrants and residents with proper scanning equipment.
• Informs the customers they may apply for motor voter application. If the customer answers yes the customer's application will be completed.
• Captures the customer's digital image and processes the finished license/identification card.
• Checks license/ID card for appropriate security features before delivery to the customer.
• Informs customers of organ donor program and processes accordingly for those who wish to participate.
• Informs the customer of the different contributions offered by Florida Statutes.
• Educates the customer about how to properly and most effectively resolve their situation. Ensures the customer is satisfied and understands the solution offered them.
• Carefully observes both the behavior of the customer and the condition of the documents submitted to detect deception or altered, counterfeit, or stolen documents.
• Upon detection of suspicious behavior or questionable documents conducts a careful review of all available information regarding customer's driving record in this and other states.
• If the record indicates that the customer has given false information, the examiner will deny issuance or if non-citizen, complete transaction and notify appropriate headquarters section.

PERSONAL SKILLS:

• Pay attention to detail as required in a basic understanding of office procedures.
• Ability to respond to a variety of questions from the public regarding tax and fee obligations.
• Requires ability and skill in handling difficult customers.
• Ability to handle a variety of tasks at one time.
• Ability to set proper priorities.
• Dependability.
• Discipline to maintain complete confidentiality of sensitive and restricted information and avoid gossip.
• Ability to type, use office machines and computer keyboard.
• Have a good self image. Be neat and appropriately dressed at all times, with a pleasant demeanor.
• Trustworthy and honest.
• Have respect for other employees and ability to gain their respect.
• Willingness to expand own personal knowledge and professional skills.
• A positive outlook on the tasks of this job as it relates to serving the public by the Office of the Tax Collector.
• Organized and capable of following through to completion of assigned tasks and objectives.
• Must possess a valid driver license.
• Ability to assume operation and/or immediately exit and/or take control of a vehicle in an emergency situation.
• Ability to get in and out of low vehicles and high trucks/sport utility vehicles without assistance.

• Hours: It is understood that regularly scheduled office hours will be kept by all personnel. Attendance is an essential function and requirement of employment.
• Work Schedule: will work a scheduled 40 hour work week, exclusive of lunch hours, but may be required to flex work hours or incur overtime.
• All employees are compensated according to an established salary schedule. Performance will be measured to evaluate achievement and allow for annual salary percentage or step increases.
• All employees may be assigned to any Santa Rosa County Tax Collector's Office.

Responsibilities listed are to be considered specific but not necessarily inclusive of all activities. Certain duties, such as VIN verifications and driving tests may require that employees be subject to the outdoor weather (rain, cold, ECT.)

EDUCATION AND EXPERIENCE:

• Requires high school diploma, or equivalent.
• Previous experience working with the public.
• Must be of good character and capable of being bonded and becoming Notary Public.
• Must have knowledge of basic procedures and principles of mathematics, business English and general office duties.
• Basic knowledge, skills, and abilities in the operation of computer, printer, typewriter, facsimile, photocopier, calculator and other standard business machines.
• Capable of processing cash, check, credit and/or debit transactions in a cashier service function.
• Three months experience as a cashier or handling money.
• Must possess a valid Class E or higher driver's license and be at least 21 years of age.
• Skill in driving an automobile.
• After one full year (12 months) as an Entry Level Customer Service Representative employee will be promoted to a CSR position.

Minimum & Preferred Qualifications

A four-year high school diploma or its educational equivalent. At least three (3) months of experience as a cashier or handling money. Must be computer literate. Experience working with the public is required. Must be at least 21 years of age.
LICENSURE AND/OR CERTIFICATIONS: Requires a valid driver license at the date of hire and maintain said license while employed in this position.

Supplemental Information

Applicants must have at least the minimum educational documentation and/or certifications (requested within the job description) uploaded with their application to be eligible for consideration. Documentation may be uploaded at the time of application, scanned and emailed, faxed, or hand-delivered.
NOTE: The information given on your application will be evaluated against the minimum qualifications of the job description. After all applications are evaluated, your name will be placed on the employment list and sent to appropriate hiring authority for consideration.
The online application and complete job descriptions can be viewed at www.santarosa.fl.gov Complete job descriptions may also be obtained at the Human Resources office located at 6495 Caroline Street, Suite H Milton, FL 32570.
Candidates may be asked to demonstrate knowledge and skills related to the position during the interview process.
A Drug Free Workplace/EQUAL OPPORTUNITY EMPLOYER /Veteran's Preference will be given in accordance with Florida Statutes.

HOLIDAYS: Employees receive 11 paid holidays.
ANNUAL LEAVE:
0-4 years - Employee is eligible to earn up to 104 hours per year. (4 hours per pay period)
5-9 years - Employee is eligible to earn up to 130 hours per year. (5 hours per pay period)
10-14 years - Employee is eligible to earn up to 156 hours per year. (6 hours per pay period)
15-19 years - Employee is eligible to earn up to 182 hours per year. (7 hours per pay period)
20+ years - Employee is eligible to earn up to 208 hours per year. (8 hours per pay period)
SICK LEAVE: Employee is eligible to earn up to 104 hours per year. (4 hours per pay period)
HEALTH INSURANCE: Choice between three (3) health plan options.
DENTAL INSURANCE: Employee has the opportunity to purchase dental insurance.
VISION INSURANCE: Plan may be purchased by employees and their eligible family members.
FLEXIBLE BENEFITS: Consists of Health, Dental, Cancer, Short Term and Long Term disability. These benefits may be purchased by employees on a pre-tax basis.
LIFE INSURANCE: FREE policy for $25,000
SUPPLEMENTAL LIFE INSURANCE: Employee may purchase additional life and accidental death insurance through group rates.
TAX-FREE SPENDING ACCOUNTS: Tax-free spending accounts to help pay for health care and dependent care expenses.
RETIREMENT: As a Florida Retirement System (FRS) member, employees pay 3% of gross salary on a pre-taxed basis with the County contributing the remaining amount. Eligibility depends on option chosen; either 1 or 8 years to vest.
DEFERRED COMPENSATION: Tax deferred savings plan available for retirement purposes. Employee pays full cost.
SOCIAL SECURITY: Social Security Retirement, Disability, and Insurance Benefits.
CREDIT UNION: Banking services including checking, savings, and loans available per credit union policy.
JURY DUTY: Paid leave for jury duty.
BEREAVEMENT LEAVE: Up to three (3) days leave for death in immediate family.
EMPLOYEE ASSISTANCE PROGRAM: FREE confidential counseling and referral service for employees and their families. Three visits per year for each employee and immediate family members.
UNIFORMS: FREE uniforms for those required to wear uniforms.
EDUCATIONAL OPPORTUNITIES: Full and partial reimbursement of tuition cost for approved course work.
SICK LEAVE POOL: Paid leave, up to 480 hours, awarded for absence due to health emergency.