Leeway Customer Service Specialist

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Leeway Customer Service Specialist

Salary

$16.50 - $18.50 Hourly

Location

Fort Myers, FL

Job Type

Full-Time Regular

Job Number

07031PE

Department

D O T Tolls

Opening Date

04/12/2024

Closing Date

5/26/2024 11:59 PM Eastern

• Description

• Benefits

• Questions

Description

This position provides service to Lee County Pay-by-Plate customers by answering questions, reviewing disputes, releasing registration stops, and taking payments. The candidate for this position will also service LeeWay transponder customers in relation to LeeWay discount programs, account options, and toll interoperability. This position requires the ability to converse in a fast-paced customer service environment with customers in person, by phone, by email, and in the transponder test lane. The primary assignment for customer

contact is by phone in a call center environment.

Duties and Responsibilities

• Handles a high call volume using a multi-line telephone system.

• Performs public contact work to include a complex nature involving explaining various Leeway discount programs, Leeway account options, and toll enforcement policies to the public.

• Responsible for accessing and updating Leeway transponder and account information; processing applications and renewal forms.

• Processing Pay-By-Plate transaction payments to include data entry and payment processing, investigating, and solving customer inquiries and complaints.

• Perform work with a high degree of accuracy while providing prompt courteous attention to customers at all times.

• Demonstrates independent decision-making, as well as providing information via telephone, in person, by email, and/or by regular mail in a calm, professional manner.

Education, Experience, Licensing

• Requires any combination of education and experience equivalent to High School graduation or GED equivalent and one year of fast-paced, professional customer service or closely related experience.

• Experience with bookkeeping, accounting, or cash handling is preferred

• Possession of a valid driver’s license and an acceptable driving record is required.

Supplemental Information

• Must possess the ability to multitask in a high-volume customer service environment as all above duties may be performed within a single customer transaction.

• Must possess knowledge of basic computer skills, calculator operations and office duties to include filing, data entry, faxing, scanning, and copying.

• Should have working knowledge of current windows based operating systems, Microsoft Word and Excel programs.

• Ability to quickly learn the County's e-mail system, Leeway's Advanced Revenue Collection system (ARC's), Leeway's Pay-By-Plate Enforcement System (VES), and Toll Facility Host reports.

• Strong communication skills, verbally and in written form; proofreading skills; customer service skills

• Must be able to analyze, interpret, and apply policies and procedures when dealing with customers.

• Position exercises considerable discretion due to the sensitive and confidential nature of information processed at this level

• Must be able to lift and move up to 25 pounds.

• This is a full-time position (40 hours per week); Workdays and Hours are Monday - Friday 8:00 a.m. -4:30 p.m. Weekend hours are required during Leeway's October renewal season and throughout the year depending on workload.

What makes this opportunity right for you?

At Lee County Government, we strongly believe in cultivating long-lasting relationships with our employees through promotional opportunities and career ladders across our organization. We do this by supporting your career development and growth through mentoring programs, and on-the-job training to help you achieve your goals. Every day at the Lee County Government, you will have the opportunity to learn, grow, and make a difference within our own community.

EMERGENCY RESPONSE/RECOVERY ACTIVITIES: All employees will be required to work before, during, or after an Emergency as needed. 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.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this classification. All positions are subject to a criminal background check. A conviction in and of itself may not necessarily preclude employment. Some positions may be subject to a pre-employment drug screening. Certain service members and veterans, and the spouses and family members of such service members and veterans, who claim and meet eligibility requirements of veterans preference, receive preference and priority in employment and are encouraged to apply.

Lee County Board of County Commissioners offers a comprehensive, and affordable benefits package. Our Board works in the best interest of employees and strives to provide the most complete, high-quality benefits package available at the lowest possible cost to the employee. Our Board continues to remain steadfast in maintaining one of the lowest levels of employee costs in our area.

Lee County's benefits package is offered to both regular Full-time positions and Part-time positions that are regularly scheduled to work 60 hours or more bi-weekly. Medical benefits may be offered to On-Call, Temporary, Seasonal, and Intern employees who meet the Affordable Care Act eligibility criteria.

Lee County employees eligible to participate in the Florida Retirement System (FRS) are required to contribute 3% of each paycheck to FRS. If you have retired from the Florida Retirement Pension plan you will not be eligible for renewed membership in either of the FRS retirement plan options. Retirees of the Investment Plan are eligible for renewed membership in the Investment Plan only. FRS reemployment rules apply for both.

Below is a brief breakdown of what's included in the benefits package that is offered to our employees.

For a more detailed look into our benefits package, please click visit our webpage at https://www.leegov.com/hr/employees/benefitplans.

To view our employee paid premiums, please visit: https://www.leegov.com/hr/Documents/Employee%20Benefits/2024%20Benefits/2024%20Active%20Employee%20Rates.pdf

Health Benefits:

• Medical Insurance

• Plans include, but are not limited to: routine, preventative, mental health, hospitalization, and prescription drug benefits.

• Vision, Fitness, Weight Management, Natural Products and Services, and Hearing discount programs available.

• Dental Insurance

• Vision Insurance

• Flexible Spending Accounts

• Medical Reimbursement Account

• Dependent Care Reimbursement Account

• Pharmacy, including Mail-Order Pharmacy

• Informed Health Lines (Nurse Hotline)

• Basic Life Insurance (1x or 2x Annual Salary at no cost to employee)

• Optional Life Insurance

• Long-Term Disability (60% of pre-disability salary at no cost to employee)

• Short-Term Disability

• Sick Leave Pool

• Flu vaccinations

• Wellness Programs

Financial Benefits:

• Florida Retirement System (FRS)

• Two Retirement Plan Options:

1) FRS Pension Plan (Defined Benefit)

2) FRS Investment Plan (Defined Contribution)

• Deferred Compensation (457) Plans

• Financial Savings/Management Programs

• Eligible for membership with Suncoast Credit Union

• Employee Leave Benefits

• Holiday Pay - 11 Paid Holidays Annually

• Paid Sick Leave

• Paid Vacation Leave

• Bereavement & Civic Duty Leave

• Family and Medical Leave

• Military Family & Medical Leave

• Educational Leave

Employee Assistance Program

Services available to employees that offers guidance, support, resources and information for personal and work-life issues. Confidential and provided at no charge to employees and their dependents.

United Way 2-1-1 (Lee County Employee Resource Program)

Lee County BOCC has partnered with United Way 211 to provide an Employee Resource Program which assists BoCC employees who may be experiencing distress due to economic hardship, health or other factors.

Educational Assistance

Reimbursement for coursework taken at an accredited college or university that is designed to enhance the knowledge, skills and abilities relating to the official duties that the employees perform.

01

Do you possess any combination of education and/or experience equivalent to High School graduation or GED equivalent?

• Yes

• No

  02

  Do you have one year of customer service experience in a fast-paced, high volume, professional environment, and/or call center?

• Yes

• No

  03

  If you answered "Yes" to the question above, please identify the company/agency/organization listed in your work history above where you gained this experience.

  04

  Do you have experience with bookkeeping, accounting, or cash handling?

• Yes

• No

  05

  If you answered "Yes" to the question above, please identify the company/agency/organization listed in your work history where you gained this experience.

  06

  Do you have working knowledge of current Window based operating systems, Microsoft Word and Excel programs?

• Yes

• No

  07

  Please indicate your experience using a multi-line telephone system.

• No Experience

• Less than 1 year

• 1 year or more

  08

  Please identify the company/agency/organization listed in your work history where you gained this experience. If this does not apply to you, respond with "N/A".

  09

  Do you possess a valid driver's license with an acceptable driving record?

• Yes

• No

  10

  This is a full-time position (40 hours per week); Workdays and Hours are Monday - Friday 8:00 a.m. -4:30 p.m. Weekend hours are required during Leeway's October renewal season and throughout the year depending on workload. Are you able to work this schedule?

• Yes

• No

  Required Question

Agency

Lee County Government

Address

P.O. Box 398 ATT: Human Resources Fort Myers, Florida, 33902

Phone

(239) 533-2245

Website

https://www.governmentjobs.com/careers/leecounty

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