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As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act.

The Customer Service Representative I is responsible for providing knowledgeable responses to telephone inquiries made to the DMS 411 Call Center. The representative is expected to know and review state agencies, and in some cases use web search to obtain the phone number for the agency the caller requires.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Maintain up-to-date knowledge of State of Florida agencies and provide the appropriate phone number as they apply to the caller's inquiry. Maintain your DMS state information handbook with any new inserts or updates as provided by the Manager. Always respond to callers using the Script provided by the Manager, in a courteous, timely and professional manner. Adhere to State of Florida Sunshine Laws as it relates to the confidentiality of information released.
• Continually look for and suggest process improvements, which will benefit the DMS 411 Call Center and the public inquiries. Report problems that occur and assist with the resolution.
• Utilize databases and written materials to look up and provide information to telephone inquiries.
• Respond to telephone inquiries within the set departmental staffing and time parameters. Maintain appropriate documentation of phone inquiries.
• Assist with on-the-job training for new and temporary employees as requested.

Additional Responsibilities

• You must notify your manager whenever you cannot make your shift with a minimum of 2 hour call in before the beginning of your shift start time.
• Follow proper protocol with regards to system sign in and sign out. Whenever you leave your area, you must sign out using the appropriate code provided by your manager.
• It is expected that all calls are to be completed within 1 minute. If you receive a call where you cannot provide the appropriate phone number within 1 minute, you are to transfer the call to your manager.
• Perform other responsibilities as assigned

Qualifications: Education, Experience, and Certification(s)

• High school diploma or General Educational Development (GED) required.
• Experience working with a PC and a Windows environment required.
• Will be required to complete Customer Service Training in ServiceSource SharePoint.

Knowledge, Skills, and Abilities

• Excellent verbal communication skills.  
• Ability to effectively work within established key performance indicators (KPIs) as required by the contract.
• Demonstrated excellent interpersonal and customer service skills.
• Proven ability to work as a member of a team is required.
• General typing skills required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; reach with hands and arms; and talk or hear. The employee is occasionally required to walk and sit. The employee may occasionally lift or move products and supplies, up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

The noise level in the work environment is usually quiet.

What We Offer – for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

• A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information