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Human Resources Division
115 South Andrews Avenue, Room 508
Fort Lauderdale, Florida 33301


Class Code:W2215

SERVICE SUPPORT REPRESENTATIVE

NATURE OF WORK

This is responsible clerical work assisting with the oversight of cable television and telecommunication companies operating within unincorporated Broward County and using its rights-of-way.

Work involves acting as a liaison between County residents and the cable companies in answering questions and resolving complaints. Position incumbent is responsible for updating spreadsheets of quarterly payments from cable and telecommunication companies. Work involves review of insurance requirements and submissions according to County regulations. Incumbent assists with the overall regulation of cable and telecommunication companies within Broward County. Work is performed with some independence and is reviewed by a superior through conferences and regular reports.

ILLUSTRATIVE TASKS

Acts as a liaison between County residents and cable companies in resolving complaints.

Acts as a liaison for identifying cable companies to new residents moving to Broward County.

Reviews insurance requirements; creates a data tracking base and requests submission of Certificates of Insurance according to County regulations.

Creates and updates quarterly spreadsheets to identify license and franchise fee payments made by cable and telecommunication companies for use of the County's rights-of-way.

Prepares and distributes monthly television schedules of County Commission meetings to each cable company.

Composes correspondence and related clerical activities regarding any written communications between the County and the cable/telecommunication companies.

Prepares written reports regarding the operation of cable companies within Broward County.

Performs related work as required.

KNOWLEDGE, ABILITIES AND SKILLS

Knowledge of spreadsheet, data tracking and word processing software.

Knowledge of Broward County operational requirements for cable television and telecommunication providers.

Knowledge of operational structure of cable television companies within Broward County.

Knowledge of customer service guidelines and interaction with the general public.

Ability to deal tactfully with difficult or angry general public callers.

Ability to communicate effectively, both orally and in writing.

Ability to perform continued assignments independently on the basis of general outlines or directions.

Ability to prepare and maintain reports and conduct special surveys.

Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Ethics and Conflict of Interest policies.

Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and

linguistic backgrounds regardless of race, religion, age, sex, disability, political affiliation or sexual orientation.

Skill in the use of a personal computer to input and retrieve information.

REQUIRED EXPERIENCE AND TRAINING

Graduation from high school, including or supplemented by computer training and software courses in spreadsheets, data tracking and word processing; six (6) months experience in customer service work; or any equivalent combination of relevant training and experience.

GENERAL INFORMATION

Bargaining Unit: White Collar

FLSA Status: Non-exempt

Code of Ethics

Certification: No

Work Locations: Office of Information Technology

Class Spec. Estab./Revised: E2/91 R3/00


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