New

Customer Service Representative PT19 (Credentialing)

Broward County, Florida
$18.95 - $30.25 Hourly
medical insurance, dental insurance, life insurance, vision insurance, vacation time, paid holidays, sick time, retirement plan
United States, Florida, Fort Lauderdale
Feb 21, 2025
REQUIREMENTS AND PREFERENCES The Broward County Board of County Commissioners is seeking qualified candidates for Customer Service Representative PT19 - Credentialing at the Fort Lauderdale - Hollywood International Airport. THIS JOB ANNOUNCEMENT WILL REMAIN OPEN UNTIL A SUFFICIENT NUMBER OF APPLICATIONS ARE RECEIVED. The Aviation Department which operates the Fort Lauderdale-Hollywood International Airport and the North Perry Airport is seeking qualified applicants for the position of Customer Service Representative PT19 to work in the Airport's Security Division. The primary responsibilities of the Customer Service Representatives PT19 is to assist customers in processing documents submitted to obtain an Airport Issued Identification Media. Work involves heavy customer contact in person and over the phone in a fast-paced office environment. The successful candidate will be required to coordinate and interact with a variety of internal and external customers and therefore must be able to build and maintain positive working relationships. The nature of the operation requires resourcefulness, flexibility, and the ability to adapt to changing conditions as necessary. The successful candidate should possess strong clerical and Microsoft Office suite skills. General Description Assists customers in resolving a variety of problems/issues in an assigned agency. Works under close to general supervision according to set procedures, but determines how or when to complete tasks. Minimum Education and Experience Requirements Requires one (1) year in customer service, customer relations or closely related experience including 1 year of experience in data entry, public facing customer service, and Microsoft Office Suite skills. Special Certifications and Licenses Possess and maintain a Florida E Class Driver's License with the authority to drive a county vehicle for the duration of the appointment. Ability to obtain and maintain a Security Identification Display Area (SIDA) Badge. Preferences High School diploma or GED Two (2) years of experience in customer service and administrative experience Data entry experience Administrative skills Ability to speak, read or write any language, in addition to English. Per the Code of Federal Regulations, Title 49, Part 1542, all airport employees must undergo a Criminal History Records Check (CHRC) and a Security Threat Assessment (STA) in order to obtain a Security Identification Display Area (SIDA) Badge, as required by the Transportation Security Administration (TSA). DUTIES AND RESPONSIBILITIES The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary. Under general supervision, this position assists customers in a variety of tasks related to airport credentialing and fingerprinting. Use sound judgment and knowledge to type and generate Identification Media (badges) and a variety of numeric and alpha correspondence, notifications, forms, and related documents using a variety of databases in order to communicate information to and from the tenants, public, and county employees. Input and/or retrieve information and generate reports from a variety of databases/spreadsheets for analysis or different agency-required reporting. Operate an electronic fingerprint scanner to capture fingerprints as prescribed and approved by the FBI and Designated Aviation Channeler. Create a variety of electronic files in order to maintain current, deleted, and archive badge files. Operate a cash register, handle cash/check transactions, and prepare daily deposits. Answering multi-line phones console. Files a variety of correspondence, documents, requests received, and other forms/materials in order to provide documentation of activities and comply with Federal Rules and Regulations/State records management, and agency operating policies and procedures. Prepares a variety of correspondence, notifications, forms and related documents in order to communicate information to staff and/or the public. Prioritize, multi-task, and complete assigned tasks. Stand and walk for up to seven (7) interrupted hours during an eight-hour shift in a fast-paced environment. Bend, stoop, lift, push, and pull items weighing up to 50 pounds to perform filing, and organize files, office supplies, and materials. Maneuver the hands/fingers of customers needing to be fingerprinted back and forth on the electronic scanner screen. The process could take up to 10 minutes per person. Operate a computer (e.g. keyboard, mouse, video screen and software) to review and analyze data. Required sitting up to (7) hours. Operate County Vehicle. Performs related work as assigned. WORK ENVIRONMENT Physical Demands Physical demands refer to the requirements for physical exertion and coordination of limb and body movement. Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations. Unavoidable Hazards (Work Environment) Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken. None. SPECIAL INFORMATION Competencies Decision Quality Makes good and timely decisions that keep the organization moving forward. Swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise. Resourcefulness Secures and deploys resources effectively and efficiently. Accomplishes tasks without waste, leveraging available resources; requests additional resources when appropriate. Manages multiple priorities and competing demands calmly and effectively. Optimizes Work Processes Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Generally follows defined and communicated standards, methods, and procedures. Seeks advice and finds ways to work better within processes. Makes some reasonable suggestions to improve work methods. Interpersonal Savvy Relates openly and comfortably with diverse groups of people. Maintains an open, friendly, and accepting demeanor when interacting with others; starts conversations and builds rapport; listens attentively and responds non-defensively when given advice, instruction, or critical feedback. Communicates Effectively Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking. Demonstrates Self-Awareness-Awareness Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. Seeks and responds to constructive feedback in a positive and professional way. Seeks to understand own impact on others; acknowledges mistakes and finds ways to avoid repeating them. County Core Values All Broward County employees strive to demonstrate the County's four core behavioral competencies. Collaborates: Building partnerships and working collaboratively with others to meet shared objectives. Customer focus: Building strong customer relationships and delivering customer-centric solutions. Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity. Values differences: Recognizing the value that different perspectives and cultures bring to an organization. Americans with Disabilities Act (ADA) Compliance Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request. Emergency Management Responsibilities Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned. County-wide Employee Responsibilities All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies. All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.