Customer Resource Representative

** This onsite position is located in Cape Coral and offers a starting pay rate of $18.38 per hour, with a Monday through Friday schedule from 8:00 a.m. to 5:00 p.m. **

The Customer Resource Representative is the first point of contact for all Lee County Tax Collector (LCTC) visitors. This position must have in-depth knowledge of LCTC operations and services, excellent communication skills and customer diplomacy contributing to smooth operations and a positive 5-Star customer experience. The Customer Resource Representative works at the front service desk in a fast-paced work environment performing multiple job-related tasks to include basic to moderate transaction processing. 

Main Responsibilities

• Prior to office opening, the Customer Resource Representative effectively communicates and begins direction with the customer who are waiting outside by checking-in appointment holders and issuing virtual service tickets to walk-in customers.
• Upon opening, the CRR continues with efficiently directing customers to proper workstations.
• Delivers upon LCTC’s Mission of 5-star customer service by greeting customers, establishing needs, and providing information and/or direction for Tax Collector services and other agencies; assists customers with disabilities. 
• Performs basic review of customer documents and service type need prior to issuing service ticket.
• Communicates and directs customers to lobby along with message of Customer Care Cart Agent availability.
• Collaborates and work in conjunction with management and customer care cart agent to ensure cohesive operations for best customer experience.
• Performs general to basic transaction processing under the direction of management (ex. Parking placards, surrender plates, temporary driving permits, real estate property tax payment); ensuring payment is accurate and complete 
• Verifies Vehicle Identification Numbers (VIN) and odometer readings. Make appointments or cancellation of appointments for customers as needed. 
• Monitors the lobby for security and safety issues; informs management of potential problems; monitors the payment drop box and delivers payments to management; monitors ADLTS testing stations. 
• Performs general clerical tasks; enters, retrieves, reviews, and modifies information in various computer databases; monitors and maintains supplies; ensures brochure rack is neat, clean and fully stocked; handles all lamination requests; prepares outgoing mail for courier pick-up. 
• Collaborates with management team and key stakeholders as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
• Remains up to date on policies, procedures, bulletins, applicable laws and legislation; professional literature and agency updates. 
• Performs other duties as directed. 

•  High school diploma or GED; supplemented by customer service or call center experience and cash handling experience; or an equivalent combination of education, certification, training and/or experience. 
• Proficiency in Microsoft Office and valid Florida driver’s license required. Ability to speak and read foreign language(s) preferred.
• Excellent communication skills and customer diplomacy; proven ability to problem-solve and multi-task; well organized and manages time effectively.

FLSA Status Description

Work is performed independently under limited supervision with considerable latitude. Position typically requires processing and interpreting complex, less clearly defined issues.

Work Conditions

Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and material of medium to heavy weight (20-50 lbs.). Tasks may involve extended periods of time at a keyboard or workstation.

Sensory Requirements: Some tasks require the ability to perceive and discriminate visual cues or signals, and to communicate orally and in writing.

Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.