CUSTOMER & ADMINISTRATIVE SUPPORT REPRESENTATE at The Villages… · The…

CUSTOMER & ADMINISTRATIVE SUPPORT REPRESENTATE Part Time · Location: The Villages, FL, US JOB SUMMARY This frontline role is responsible for delivering a welcoming, positive, and supportive customer experience that leaves a lasting impression.  Relationship building and communication are conducted primarily in person, over the telephone, through mail, or via email.  The position focuses on effectively addressing customer questions, concerns, and issues, while ensuring compliance with District rules and policies. This position is often the first point of contact for customers or residents.  It plays a key role in representing the District’s core values.  The ideal candidate uses knowledge, attention to detail, and genuine care to create a positive experience. Strategic questioning, information gathering, critical thinking, and problem-solving are essential to delivering exceptional customer service. This position works independently while contributing to a collaborative team environment.  It involves a variety of complex administrative tasks that support the operations of the customer service center, satellite offices, and administrative offices. The role also provides direct administrative support to the Assistant District Manager. As a multi-faceted position, it requires regular interaction and communication with all levels of management, internal departments, residents, the public, vendors, and other government agencies.  Responsibilities are shared among other customer service representatives.  ESSENTIAL DUTIES AND RESPONSIBILITIES (Includes, but not limited to)   Customer Service • Welcome residents and visitors; provide hospitality to all who enter, making them feel like they are at home. Determine the reason for their visit and assist with services or direct to the proper District department. • Communicate with customers in person, via email, or over the telephone. Respond to inquiries in a professional and courteous manner. • Ask strategic questions to identify the customer’s needs and either effectively resolve their issue or direct them to appropriate resources to ensure their concerns are addressed. Community Relations • Work productively, both independently and within a group. • Assess, process, and adequately respond to incoming inquiries (phone, email, in person) regarding information about The District. • Use your knowledge to ask strategic questions and gather information to assist customers with their concerns.  • Use all available resources to respond to telephone inquiries.  This includes, but is not limited to, providing general directions, offering information on community events or programs, explaining available services, or transferring the call to the proper entity. • Represents all District Departments by providing information and answering questions at various community events, during and outside of business hours, including but not limited to Lifestyle Expo, Government Day, and other functions. • Provides support for District Workshops, Lifestyle Expo, District-sponsored events, etc. • Professionally addresses a wide range of customer concerns, delivering the highest level of service allowed under District policies. • Provides responses to resident inquiries via email, telephone, or in person. Administrative • Effectively navigate and utilize various computer software to verify information, complete data entry, and create records within the District policies and procedures for: • Issuing ID cards • Creating/disabling Gate Cards • Generating Guest Passes • Memorial Programs (Adopt-A-Bench, Veteran’s Bricks) • Effectively communicate with residents • Ensure the paperwork is completed properly • Process the transaction in the appropriate computer system • Recreational Vehicle Storage facilities • Speak with homeowners to set up or cancel a contract to rent a space • Ensure all paperwork is accurately completed • Advise on District policies/guidelines for renting in the facility • Data entry • Processes new space rentals and cancellations, notifying all appropriate District departments of changes. • Postal Facility Bulletin Boards • Answers questions regarding the policies and procedures related to bulletin board postings. • Accept any requests to post on a bulletin board, which will be reviewed by the Customer Service Manager or their designee. • Community Watch Programs (House Check, Resident Out of Area, Adult Watch)  • Ensure the paperwork is completed properly • Take payment when necessary and provide receipts • Enter data into the proper computer system. • Communicate information to Community Watch within the required timeframe. • Financial • Processing payments for various services and programs. • Provide receipts for each payment processed. • Handle money according to District policies. • Run a daily report showing all payments processed.  Clerical • Data entry into multiple computer systems and spreadsheets. • Recordkeeping • Maintains an efficient filing system for all documents and creates new files as needed.  • Facilitates the maintenance of historical information for the department for reference- tally sheets, non-owner applications, The Villages Access Forms, ID and Gate Card spreadsheets, etc. Additional • Performs other duties as assigned. • May be expected to perform additional duties in an emergency.                                                                                                     ESSENTIAL EXPECTATIONS OF PERFORMANCE AND BEHAVIOR (Includes, but not limited to)  • Use your knowledge to ask questions and gather information to solve issues presented by customers. • Be a steward for the District’s and residents’ resources. • Demonstrate attention to detail and the ability to think critically to develop effective solutions. • Actively support and demonstrate the Core Values, Mission, and Vision of the District. MINIMUM EDUCATION AND EXPERIENCE • High School Diploma, GED or equivalent; or one to three years related experience and/or training, or equivalent combination of education and experience. • An associate degree or equivalent from an accredited two-year college or technical school is preferred. • Previous experience in sales, hospitality, or customer service positions required. MINIMUM CERTIFICATES, LICENSES, REGISTRATIONS • Valid Florida Driver’s License required. • All candidates and employees must successfully pass background screening.  MINIMUM KNOWLEDGE, SKILLS AND ABILITIES  Knowledge • Must be proficient in Outlook, functional in Microsoft Office products, including Word, Excel, and PowerPoint • Know the Villages Community Development District's core values and what they mean: Hospitality, Hard Work, Stewardship, Creativity, and Innovation. Skills                                                                      • Be well organized and capable of working in a fast-paced environment that requires you to multitask. • Commitment to providing excellent customer service and creating a welcoming environment for all. • Possess exceptional verbal skills. Abilities  • Ability to effectively work independently and/or in a group setting. • Ability to function successfully in a work environment where the workflow volume can change dramatically throughout the day. • Have the ability to effectively and confidently communicate to resolve issues for individuals from diverse backgrounds.  EQUIPMENT Position regularly requires the use of office equipment, including but not limited to telephones, personal computers, productivity software, copiers, printers, scanners, and fax machines. May be required to operate the District vehicle to attend various events.  WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS   Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job the employee will be exposed to the following: • The employee is exposed to an interior office environment, with moderate change in temperature. The work environment is inside an air-conditioned building.   • The noise level in the work environment is usually moderate. • There are frequent interruptions from the staff and the public for information or assistance.  Physical Requirements The physical requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the following applies: • Regularly required to sit, stand, walk talk, push/pull; use hands to finger, handle, or feel; reach with hands and arms forward and overhead. • The employee is occasionally required to climb or balance and stoop, kneel, crouch, twist; squat; balance or crawl. • The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.