Support Services Specialist

Job Overview

Under general supervision the Support Services Specialist is responsible to perform in a dual administrative and support position at the Help Desk to ensure efficient operation of the entire office. The Support Services Specialist works with and acts as a liaison to and for in-house staff, the public, private vendors, non-profit agencies, and other governmental offices in an effort to identify and respond to all incoming client / customer needs and deliver the ultimate client experience. In addition, a deputy in this position requires knowledge of basic technical support procedures for computer hardware and software issues, the assessment process, exemptions available to the public, mobile home titles, tax value, the tax roll process, and general information related to the services and programs offered by the Polk County Property Appraiser’s office, and other elected officials and governmental offices. The Support Services Specialist is critical to creating positive client experiences; fostering a culture of teamwork and collaboration; and maintaining the highest service standards for the office.

Essential Duties and Responsibilities

1. Delivers friendly customer service while assisting customers requesting information on services, programs and general information offered by the Polk County Property Appraiser and other elected official / governmental offices.

2. Operates all functions and tasks associated with the PCPA Help Desk including, but not limited to, overseeing the division’s supply orders, all outgoing daily mail and batch print mail, monitor / respond to all Helpdesk / PA Office / PA Webmaster Outlook emails, updates and maintains written procedures, conducts daily rounds to constitutional offices, trouble shoot online application errors by ensuring end users receive accurate, appropriate, courteous, timely and effective assistance and support.

3. Corresponds with vendors to obtain quotes for the division, works with Finance Department for final purchase approval, ensures all purchases are processed correctly from request to receipt, works with division’s management team to ensure all purchases are completed prior to fiscal year deadlines.

4. In conjunction with HR prepares or updates records related to hiring, transferring, promoting, and terminating including New Hire Setup (phone and email assignment, on-boarding, deployment of cell phones, laptops, etc.); Staff Exit Updates (lock account, equipment check-in, phone reassignment); Staff Changes (coordinate with IT System Technician on staff moves).

5. Serves as contact for Public Records Requests (PRR) by notifying PCPA Public Records Custodian of all requests received.

6. Meeting / Event project coordination including preparing for meetings and trainings provided by the PCPA to in-house and outside agencies/venues.

7. Assists the public by providing online assistance, unlocking online users, and providing information regarding assessment and tax information, property values, deeds, mobile home transactions, and the tax roll process. Make copies of maps, reports, and aerial photography for management team, as needed.

8. Provide accurate, valid, and complete information to taxpayers in accordance with Florida statutes and documented procedures, guidelines, and policies.

9. Able to provide reliable and accurate information regarding the following: Exemption eligibility, TRIM Notices, Split and Combine forms, and all forms and documents available on the PCPA website or received by the office.

10. Responds promptly to client needs; solicits client feedback to improve service; and responds to requests for service and assistance in a timely manner.

11. Coordinate ADA accommodations as needed and may serve in the role as ADA coordinator.

12. Prepare training material and conduct new hire training for all new PCPA staff.

13. Prepare training programs materials to facilitate new employee orientation and software implementations.

14. Must be able to handle and count money.

15. Operate various machines such as copiers, computers, fax machine, printers (large and small format) and scanning machines.

16. Ensure all data gathered and submitted for data entry purposes meet production, accuracy, and uniformity standards necessary to ensure accurate assessment and are ADA compliant.

17. Ensure proper preparation of all documents by reviewing for completeness, legibility, and overall workflow.

18. Maintains the confidentiality of personal identifying and location information including names, physical, mailing, and street addresses, parcel ID, legal property description, neighborhood name, lot number, GPS coordinates, or any other descriptive property information that may reveal identity or home address pertaining to parcels owned by individuals that have received exempt / confidential status.

19. Performs other duties as assigned and participates in departmental meetings, cross-training, educational courses, seminars, and job-sharing / job duty organizational efforts as directed.

20. Position requires driving and/or securing transportation to worksite, offsite training, and other required work-related locations.

Education and/or Work Experience
A typical way to obtain the relevant knowledge, skills, and abilities would be:

• Education: High School Diploma or GED -AND-
• Experience: – At least two years or more full-time work experience providing customer service.

** Applicants must be legally authorized to work in the United States and not require employer sponsorship now or in the future.

Veteran’s Preference
Veterans’ preference in appointment and retention will be provided in accordance with Chapter 295, Florida Statutes, where applicants are determined to be substantially equally qualified for a position. Eligible veterans and eligible spouses must submit the required supporting documentation at the time of application.

Equal Employment Opportunity/ADA Statement
The Polk County Property Appraiser is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, age, sexual orientation, gender identity or expression, marital status, national origin, genetic information, disability status, veteran status, or any other status protected by law. In accordance with the Americans with Disabilities Act, reasonable accommodations will be provided to qualified individuals with disabilities upon request.

Pay: From $19.25 per hour

Expected hours: 37.5 per week

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person