Bilingual Customer Service Representative

JOB DESCRIPTION

ADMINISTRATIVE CLERK / REGISTRAR

SUPERVISOR: Executive Director

JOB SUMMARY:  This is a customer service position performing duties of an administrative nature as well as function in various roles within the organization including but not limited to registration, data entry, and client file management.  The position requires knowledge of administrative principles, procedures and organizational skills.  This position includes registration of DUI clients, which involves moderately complex work methods including reviewing arrest and court documents, accessing databases to ensure accurate enrollments.  Attention to detail and high level of data entry accuracy is necessary.  The ability to communicate and enforce program requirements.  Fluent English communication is necessary and Spanish is highly desirable.  The ability to maintain a high level of professional demeanor while understanding some clients are experiencing high levels of stress is essential.  

TRAINING AND EXPERIENCE:

1. High school diploma plus administrative and/or administrative support training.

2. Customer service experience in a professional setting (retail and/or food service customer service is excluded) - minimum two years.

3. Specific skills include: Microsoft Office Products, searching various web sites computer , and accurate data entry.

KNOWLEDGE, SKILLS AND ABILITIES:

1. Ability to handle sensitive information in strict confidence.

2. Ability to perform all DUI School administrative support functions (DUI School Enrollment, Assignment of Level I, Level II, Rescheduling classes and evaluations, and treatment follow-up) via in-person interaction, telephone and e-mail with the public.

3. Excellent organizational skills and ability to communicate effectively, both verbally and in writing.

4. Ability to establish and maintain effective working relationships with co-workers, employees, customers and others; to assist the public cooperatively and courteously.

5. Ability to understand and carry out oral and written instructions and to request clarification when needed.

6. Ability to work independently and to carry out assignments to completion in a timely manner, adhere to prescribed routines and practices, maintain records, and complete forms and perform data entry with a high level of accuracy.

7.      Ability to clearly communicate rules, regulations, requirements of DUI School client and capacity to enforce rules, regulations, and charge applicable fees related to DUI School. 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

1. Registers DUI clients in accordance with existing registration policies and procedures, including answering telephone calls from clients who register online;

2. Collects payments and issues receipts;

3. Assist in coordination of client scheduling, rescheduling and cancellations.  

4. May assist Administrative Director in management of client files including, but not limited to, review of new files and follow up;

5. Processes requests for DHSMV 77057 forms to verify claims of treatment, to include reviewing and verifying submitted documentation, make applicable data entries and issuing forms to eligible clients.  This includes refusing requests for DHSMV 77057 to persons that are not eligible.   

6. Files and manages correspondence from treatment agencies;

7. Answers incoming calls regarding services, giving accurate responses to inquiries.;

8. Generates DUI class rosters, client disposition forms and certificates assuring they are accurate and complete;

9. Closes completing classes and assures necessary paperwork (certificates and treatment referral) are sent to treatment providers.

10. Maintains operational proficiency on computer;

11. Represents the program in a professional manner, ensuring that clients receive a high level of service or help with their questions and concerns;

12. Responds to inquiries regarding on-line registrations and follow-up requirements to complete enrollment and receive services.  

13. Processes and files paperwork from satellite office as well as researching of permanent record cards for information relating to client demographic and DUI school completion for calls from the satellite office;

14. Functions as registrar for satellite offices for client registration, as scheduled;

15. Scores required testing instrument; runs driving records, and accesses HSMV websites to ensure completeness of enrollment files.

16. Possesses a working knowledge of Florida Administrative Code 15A-10 as it relates to DUI School Enrollments, Level assignments, applicable fees, require documentation, completion, failure to complete, and re-enrollment.

17. All other duties as assigned by the Executive Director or designee.

Salary Range: Starting $15.00 per hour with benefits ($16.00 for persons fluent in both Spanish and English)

Increases are based on merit and time in grade at the discretion of the Executive Director.  With approval by the Executive Director, additional increases will be considered for persons that develop a functional capacity to assist with Special Supervision Services and Ignition Interlock Services.

Employment Status: Non - Exempt