Customer Service Associate

The Customer Service Associate functions as the first opportunity to make a positive impact upon customers who call or visit the Polk County Sheriffs Office Operating Center. The member shall determine the true needs of the customer ensuring the customer is relayed to the appropriate agency member to fulfill their needs with the first telephone transfer or in-person referral. The member performs technical operational and clerical duties as well as sorting and distributing mail packages and supplies within the Polk County Sheriffs Office facilities located throughout the County. Duties shall include those required for the operation of the switchboard courier and mail functions. The member performs duties specific to the assigned position.

It is incumbent upon the Customer Service Associate to answer all telephones within four (4) rings and provide pleasant professional and courteous responses and direction to all customers. Customer Service Associates shall dress professionally in the issued uniform or as directed.

The most important and essential job function of the position is attitude and includes the following: positive interaction and cooperation with co-workers responding politely to customers working as a team member functioning under intense time pressure and responding in a positive manner to supervision.

The member may perform other related duties and tasks as required and shall have the physical mental and emotional abilities to perform the essential job duties of the position.

• Maintain issued equipment
• Provide accurate information/referrals to the public
• Procure and deliver equipment/office supplies
• Maintain daily work schedules and references
• Relay messages
• Answer calls from the public
• Maintain phone list
• Procure and deliver interoffice mail
• Conduct vehicle safety inspection
• Assist with office work

• Valid Florida drivers license
• High School or GED
• Complete How to Deliver Exceptional Customer Service
• Complete Basic Computer Literacy; Windows Excel or equivalent training
• FCIC/NCIC/CJIS certification

• Minimum six (6) months experience operating a multiline telephone or switchboard system with a high call volume preferred
• Demonstrated proficiency of keyboarding 35 words per minute with no more than 5 errors
• Once year demonstrated proficiency in Microsoft Excel Word and Windows preferred

• Works under stressful conditions
• Works with constant activity

• Appropriate forms
• Computer software
• Referral sources
• PCSO policy and procedures
• PCSO functions
• Confidentiality
• Resources
• PCSO facilities
• Filing system
• Checking vehicle fluid levels
• Geographical area

• Read and write English
• Remember details
• Comprehend
• Maintain confidentiality
• Operate material handling equipment
• Operate office equipment
• Operate van or motor vehicle
• Provide exceptional customer service
• Perform minor vehicle maintenance

• Interpersonal
• Organizational
• Telephone
• Keyboarding
• Communication
• Computer
• Clerical

• Exerts physical duties sometimes lifting approximately 70 lbs
• Drag/carry 35 lbs.
• Bend/squat
• Kneel
• Walk
• Sit for long periods
• Stand for long periods
• See at normal range or with accommodation
• Hear at normal level or with accommodation
• Speak English understandably
• Manual dexterity (normal)
• Ambulate independently