Salary: $17.00 - $19.25 HourlyLocation : Fort Myers, FLJob Type: Full-Time RegularJob Number: 07397PEDepartment: D O T TollsOpening Date: 01/03/2025Closing Date: 1/12/2025 11:59 PM EasternFLSA: Non-ExemptDescriptionThis role involves assisting Lee County Pay-by-Plate customers by addressing inquiries, resolving disputes, lifting registration holds, and processing payments. Additionally, the candidate will support LeeWay transponder customers with discount programs, account options, and toll interoperability. Effective communication is essential in this dynamic customer service setting, consisting of interacting with customers in person, over the phone, via email, and in the transponder test lane. As the LeeWay Service Center is a call center environment, the primary mode of customer contact will be by phone.What makes this opportunity right for you: At Lee County Government, we look to hire talented and innovative individuals who share our passion and want to make a lasting impact within our community. That's why we offer our employees a premier place to work by providing competitive compensation, and comprehensive benefits, as well as being a participant in a robust State of Florida pension and investment retirement plans.Benefits Include:
- Healthcare Coverage: Medical, dental, and vision insurance
- Disability Insurance: Both short-term and long-term options
- Life Insurance: Including Accidental Death & Dismemberment (AD&D)
- Financial Planning: Flexible Spending Accounts for both medical and dependent care
- Support Programs: Access to our Employee Assistance Program
- Paid Time Off: Enjoy 11 paid holidays, along with generous vacation and sick leave
- Recognition and Appreciation: Through our employee appreciation and peer recognition programs
- Professional Development: Take advantage of numerous employee development opportunities
Duties and Responsibilities
- Manage a heavy volume of inbound calls in a call center environment in a timely manner using a multi-line telephone system.
- Maintain professionalism and ensure smooth communication both within and outside the organization.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Engage in public contact work, explaining various Leeway discount programs, account options, and toll enforcement policies.
- Access and update Leeway transponder and account information, and process applications and renewal forms.
- Handle Pay-By-Plate transaction payments, including data entry, payment processing, and resolving customer inquiries and complaints.
- Maintain a high degree of accuracy while providing prompt and courteous customer service.
- Demonstrate independent decision-making and provide information via telephone, in person, by email, and regular mail in a calm and professional manner.
- Identify customer needs and research issues, resolve complaints, and provide solutions.
Education, Experience, Licensing Minimum Qualifications
- Requires any combination of education and experience equivalent to High School graduation or GED equivalent and one year of experience in a fast-paced customer service, call center environment, or in any related high-volume or high-stress customer service roles, or closely related.
- Possession of a valid driver's license and an acceptable driving record is required.
Preferred Qualifications
- Experience in bookkeeping, accounting, or cash handling.
- Proficient with a multi-line telephone system.
- Background in a Call Center Environment.
- Quick learner with excellent communication and interpersonal skills.
Supplemental Information
- Multitasking: Ability to handle multiple tasks in a high-volume customer service environment, often within a single transaction.
- Customer Service: Quickly build rapport to enhance the customer experience.
- Technical Skills: Proficiency in basic computer operations, calculator use, and office duties such as filing, data entry, faxing, scanning, and copying.
- Software Knowledge: Familiarity with current Windows-based operating systems, Microsoft Word, and Excel.
- Learning Ability: Quick to learn the County's email system, Leeway's Advanced Revenue Collection system (ARC), Pay-By-Plate Enforcement System (VES), and Toll Facility Host reports.
- Communication: Strong verbal and written communication skills, including proofreading and customer service abilities.
- Analytical Skills: Capable of analyzing, interpreting, and applying policies and procedures when interacting with customers.
- Discretion: Exercise considerable discretion due to the sensitive and confidential nature of the information processed.
- Physical Requirements: Ability to lift and move up to 25 pounds.
- Work Schedule: Full-time (40 hours per week), Monday - Friday, 8:00 a.m. - 4:30 p.m. Weekend hours required during Leeway's October renewal season and as needed throughout the year based on workload.
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.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 To view our employee paid premiums, please visit: 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 ProgramsFinancial 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 LeaveEmployee Assistance ProgramServices 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 AssistanceReimbursement 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 Could you explain how your educational background and/or experience align with a High School diploma or GED, and include at least one year in a fast-paced customer service, call center environment, or in any related high-volume or high-stress customer service roles, or closely related? 02 Please indicate your experience using a multi-line telephone system.
- No Experience
- Less than 1 year
- 1 year or more
03 Do you possess a valid driver's license with an acceptable driving record?
04 This is a full-time position (40 hours per week); Workdays and Hours are Monday - Friday 8:00 a.m. to 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?
Required Question