News
Nilka Guevara
Posted November 8, 2018 | 1:02 PM

Got Questions? We Can Help

County provides answers and responds to needs, online and by telephone

Accurate, effective responses to inquiries from the public are the benchmark of Hillsborough County's Customer Service Center.

Each year, tens of thousands of requests come into the call center, or are filed to the At Your Service portal on the County website. For example, a motorist might suggest changing the timing of a traffic signal to help with their daily commute. Or, a community group might want to know the schedule of County public meetings and hearings.

The goal of the center's customer service representatives, whether by telephone or online, is to provide accurate information, courteously.

Evaluations of telephone calls and responses show that despite receiving more inquires than ever, the County is retaining high standards. From October 2017 through September this year, the call center received 120,354 calls. That's a 19 percent hike over the previous 12 months. Customer service representatives directly handled 94 percent of all incoming calls, a high level of service for any call center.

During the same period, the County received 42,793 customer requests through the online portal.

The Customer Service Center staff handles general inquiries about County government departments and programs, and answers calls to the Pet Resource Center, Code Enforcement, and Public Works. To effectively help callers, the Customer Service Center collaborates with County departments to understand their lines of service and business practices.

Have a question, need information, or want help? Submit a request through the At Your Service portal online, 24 hours a day, seven days a week; or call a representative at (813) 272-5900.

Photo: Customer Service Center employees handle tens of thousands of telephone and online requests annually.

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