Customer Service Specialist III - GoPasco

Customer Service Specialist IIIJoin our team as a Customer Service Specialist III! This role involves responsible and advanced clerical, intra-departmental collaboration, and customer service contacts regarding transit operations. Provides a professional and courteous response via telephone, in person, in writing and online. Collects, maintains and distributes transit-related data for Federal, State and local agency reports.This position is responsible for answering and directing calls. Serves as first point of contact at the front desk with anyone coming into GoPasco offices. A positive and engaging personality is necessary for success in this position. Functions as a lead clerical worker collecting, maintaining and distributing records, worksheets, logs and applications related to Public Transportation customer services and regulatory oversight. Responsible for opening and closing procedures of the front office area. Process cash and receipts into financial software, according to designated categories (i.e. regular, reduced or other passes). Assists customers with problems they may be experiencing in a friendly, helpful manner and finding solutions and provide information to the public in person or on the telephone, regarding bus fares, schedules, routes and trip planning. Maintains and updates knowledge of the bus schedules, events and bus routes. Distributes on-site mail, process outgoing mail. Performs data retrieval and entry into software applications. Updates information and generates reports from the computer. Performs other office-related work as assigned. Counts daily receipts and completes applicable records. Employs customer service by assisting the public in a tactful and pleasant manner in response to the information requests. Handles all transactions for bus passes, special passes and photo identification. Upon Emergency Operations Center activation, employees must be prepared to work additional hours and job duties. Performs related work as required.Ability to communicate effectively via telephone, in person, in writing and online. Ability to establish and maintain effective working relationships with employees and the public. Ability to establish and maintain files accurately and legibly. Ability to follow complex oral and written instructions. Ability to maintain records, files, prepare reports and correspondence. Ability to make rapid and accurate arithmetic computations. Ability to meet and deal with the public effectively and courteously and disseminate information. Ability to react quickly and calmly in emergencies. Ability to read for comprehension. Ability to understand, interpret and effectively carry out written and oral instructions. Ability to use a computer and related software, such as Microsoft Word, Excel and Teams. Knowledge of standard office methods and procedures. Knowledge of office practices and procedures.Physical skills/working conditions: Ability to sit at a console for extended periods of time. Ability to operate a keyboard for entering data into computer. Ability to communicate effectively using verbal, written and visual communication. Ability to work early morning, late evening, weekend, holiday and split shifts.Education, training and experience: Graduation from high school or possession of an acceptable equivalency diploma. Minimum two (2) years of clerical experience and record keeping. One (1) year public contact and telephone work required. Must pass a Florida Agency for Health Care Administration Level II background check prior to employment. Must possess a valid Florida driver's license or be able to obtain one by date of hire. A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act. Pasco County BOCC is a drug-free workplace in accordance with Federal and Florida Law. Ability to pass random, post-accident and reasonable suspicion urine drug and alcohol breath tests, in compliance with FAC 14-90. All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens. Under Section 295.07, F.S., chapter SSA-7 Pasco County BCC provides to Veterans, that preference in appointment will be given to preference-eligible applicants. Pasco County was voted one of the nation's top workplaces for 2021.