Customer Service Specialist
Charlotte County Board of County Commissioners · 7000 Florida Street Punta Gorda 33950, FL
How You Can Help Us Make a Difference
Are you a customer-focused professional who enjoys helping people, solving problems, and connecting residents with the services they need? In this Customer service role, you’ll serve as an important point of contact for citizens by responding to requests and concerns by phone, email, and in person. Your work will help ensure community concerns are documented accurately, routed appropriately, and addressed efficiently.
You’ll assist residents with Public Works-related concerns such as drainage issues, potholes, inspection requests, line-of-sight concerns, and other roadway or infrastructure needs. You’ll create, update, and research service requests and work orders, gather important information from customers, communicate requests to the appropriate staff, and provide updates on the status of reported concerns.
Beyond customer service, you’ll organize and enter information, maintain accurate records, prepare routine correspondence, and use asset management software, Microsoft Office, GIS, and other department systems to research and document requests. You’ll help turn information received from residents into clear, accurate records that support field staff and Public Works operations.
You’ll also investigate citizen requests and concerns, provide information, and help identify solutions in accordance with established policies and procedures. Depending on the request, you may coordinate with inspectors, field crews, supervisors, or other County staff to ensure concerns reach the appropriate team for review and follow-up.
If you enjoy working with people, have an eye for detail, and like using technology to solve real-world problems, this is an opportunity to provide exceptional customer service while supporting the Public Works services that keep our community safe, functional, and well maintained.
Your Purpose & Day-To-Day Journey
Education and Experience:
An equivalent combination of relevant training, education and experience:
- High school diploma or equivalent.
- Two (2) years of experience in customer service or public contact work.
Licenses and/or Certificates: N/A
Education & Credentials That Power This Role
You have a working knowledge of modern office and administrative practices, along with proficiency in Microsoft Word, Excel, PowerPoint, and other job-related software. You’re comfortable using computers and office technology for data entry, research, recordkeeping, correspondence, and daily administrative tasks.
You understand—or are able to effectively apply—state regulations, technical codes, County ordinances, policies, and zoning and land development requirements related to permits, licenses, inspections, and code compliance. You use sound judgment when interpreting procedures, researching information, and helping customers understand requirements and next steps.
Customer service is one of your strengths. You communicate clearly and professionally in person, by phone, and electronically and can remain calm, courteous, and solution-focused in a fast-paced environment, even when assisting customers with challenging or complex concerns.
You’re organized, detail-oriented, and comfortable balancing multiple priorities and deadlines while maintaining accurate records and reports. You have strong analytical and problem-solving skills, can perform basic mathematical calculations, and use resourcefulness and tact when addressing new situations.
Above all, you’re a dependable team player who builds positive working relationships with coworkers, leadership, service providers, and the public. When needed, you’re also comfortable providing guidance to others or serving as a lead worker while helping the team deliver accurate, responsive, and efficient County services.
Extra Details You Should Know
PHYSICAL DEMANDS
Walking, sitting, hearing, seeing up close, talking, standing, finger movement, repetitive motions. Frequent lifting of up to 25 pounds; occasional lifting of up to 50 pounds.
WORK ENVIRONMENT
Work is primarily performed indoors but is exposed to temperamental changes (e.g., warehouses, covered loading docks, garages, etc.) or irate customers, extreme noise, odors, heights and/or dust.
RISK/SAFETY CONDITIONS
The position requires no exposure or risk related to physical and/or mental health and safety.
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.
Charlotte County is an Affirmative Action/ADA/Veterans’ Preference and Equal Opportunity Employer. Women, Minorities, and Persons
with Disabilities are Encouraged to Apply.
EMERGENCY RESPONSE/RECOVERY ACTIVITIES:
All County employees are required to work before, during, or after an emergency as needed. This may include temporarily being assigned to work and performing duties outside of the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.
Charlotte County is an Affirmative Action, ADA and Equal Opportunity Employer. Women, minorities, and persons with disabilities are encouraged to apply. As a veterans' preference employer, 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. In addition, certain servicemembers may be eligible to receive waivers for postsecondary educational requirements.
All positions with Charlotte County may be subject to drug testing in accordance with the Drug-Free Workplace Program and/or County policy.