Rev 07/14
OkaloosaCounty Property Appraiser
Personnel Job Description
Customer Service & Exemptions Specialist
Reports to:Director of Administration
Location:Based at Fort Walton Beachor the Crestview Property Appraiser Office
Position Summary:
Maintain a high standard of customer service based on the philosophy of the Golden Rule. Represents the Property Appraiser in each customer interaction demonstrating concern, empathy, and a desire to meet the customer’s needs as quickly and efficiently as possible. Responsibilities include receiving and processing all exemption applications.
Essential Job Functions:
- Provide outstanding customer service.
1.Ensure all customers, whether walk-in, telephonic or internet, are handled in a professional and courteous manner to include understanding the customer’s request for assistance and thoroughly addressing their questions and concerns.
2.Ensure all customers are greeted immediately upon their entrance to the office.
3.Professionally answer the phone using proper telephone etiquette.
4.Be thoroughly familiar with the CAMA USA data base, computer mapping programs and the Property Appraiser website to find information quickly in response to customer inquiries and requests.
5. Ensure customers are referred to the appropriate department if problem/inquiry is complex or requires specialized expertise.
6.Process requests for confidential status.
7.Process/refer requests for splits and combines.
8. Enter address updates to CamaUSA.
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B. Receive and process all exemption applications.
- Assist customers in submitting a timely, complete electronically filed application with all supporting documentation.
- Accept late applications only upon presentation of extenuating circumstances.
C.Document all customer service actions.
1.Scan all documents related to exemption applications.
2.Record details of customer inquires, comments and complaints on CamaUSA
3.Record details of actions taken on CamaUSA
D.General.
1. Maintain the customer service area in a neat and professional-looking manner.
2. Stay current with applicable Florida Statutes, Florida Administrative Codes and office policies.
3.Perform Additional Duties. (Attachment 1). During the day there will be lulls in customer traffic. During these periods, customer service specialists will perform jobs related to the customer service and exemptions area. Although one person will be assigned to each job, allspecialists are required to be knowledgeable on the performance of these duties, as assignments will be rotated periodically as the situation dictates.
4.Perform other tasks as assigned.
5.Remain alert to possibilities for homestead ineligibility. Use daily obituary column, SSN reports, jury lists, divorce decrees and website information to develop leads.
6. Process miscellaneous forms (i.e. Real Property applications for mobile homes).
Knowledge, Skills and Abilities
1. Knowledge of all laws and codes related to exemptions and classifications.
2.Knowledge of maintaining databases using Microsoft Excel and using Microsoft Word.
3.Knowledge of departmental operations.
4.Knowledge of business English, spelling, arithmetic and appraisal terminology.
5.Knowledge of using large database to store, retrieve and to generate reports.
6.Ability to communicate effectively, both oral and in writing.
7.Ability to prepare clear and concise oral and written reports.
8.Ability to use a computer to establish and maintain records and files.
9.Ability to type letters and reports using computer software.
10.Ability to establish and maintain effective working relationships with office employees, other county officials, and the general public.
11. Skill in communication techniques, both oral and written.
Other Requirements:
Possess associates degree or acceptable work experience. Have 3 years experience in customer service or equivalent experience. Travel will be required. Must possess a valid driver's license and be able to safely operate a motor vehicle. Must be able to lift up to 20 pounds. Background check and drug test are required.All deputies serve at the pleasure of the Property Appraiser.
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