SPECIALIST I, CONSTITUENT SERVICES

SALARY: Starting at $ 37,080 (commensurate with experience)

SUMMARY: Provide constituent service to residents and businesses of Orange County by providing property information through telephone, email, and in person and correctly preparing applications for all exemptions available to property owners per Florida law.

DUTIES AND RESPONSIBILITIES: The essential duties of the Specialist I, Constituent Services include but are not limited to the following:

• Effectively utilize OCPA and constituent services training resources to navigate daily tasks.
• Process microfiche requests in a timely manner.
• Assist the public with the completion and filing of exemption applications both in person and via phone.
• Greet and assist lobby constituents at the office and triage appointments to the designated specialist.
• Manage approximately 5,000 phone calls annually, approximately 1,200 emails annually, and other electronic communication channels.
• Verify data by comparing it to source documents.
• Assist the public in obtaining property information (e.g., exemptions, legal descriptions, value, millage, maps) and provide the public with available resources (e.g., local agency contact information).
• Enter taxpayer information and notes into our systems.
• Perform research of agency property records such as multi-year tax roll searches.
• Identify the appropriate response and strategy to solve constituent issues.
• Complete at least two approved professional development courses per year.
• Meet division productivity metrics.
• Meet all attendance and punctuality requirements by reporting for work consistently and on time in accordance with agency policy.
• Perform such other duties as may be assigned by OCPA from time to time.
• OCPA reserves the right to modify the essential duties of this position at its discretion based on agency need.

SUPERVISORY RESPONSIBILITIES: This position does not have direct reports.

SKILLS AND QUALIFICATIONS:

• Years of experience: Must have a minimum of two (2) years of customer service experience.
• Education: An associate degree (AA) or equivalent from a two (2) year college or technical school and two years of PA or related experience.

• Substitution: Each year of required education may be substituted by two (2) years of work experience. Each year of required work experience may be substituted by two (2) years of additional education.[JM12]

• Certificates, licenses, and registrations required: The employee can begin the CFE designation process following their initial 180-day trial or “introductory” period as a new OCPA employee and may be eligible for CFE incentive pay upon successfully completing the program.
• Computer skills required: Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook), SharePoint, MS Teams, Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook).
• Additional skills required: Ability to rapidly acquire and retain knowledge of administrative and procedural regulations. Proven attention to detail, reliability, outstanding organizational skills, and ability to prioritize multiple projects under minimal supervision.
• Must have strong telephone and interpersonal skills and the ability to problem solve and find solutions.
• Must be able to quickly gain a working knowledge of the various activities performed by all departments, including knowledge of office practices and procedures.
• Must possess the personality and temperament necessary for working under stress in dealing with the public.
• Language Skills: Bilingual in English and Spanish preferred but not required.