Customer Service Representative II

The City of Fort Myers strives to be an employer of choice and most of our employees turn jobs into long‑term careers. The salary shown in the job description is the full range for this position from entry to later career.

NEW EMPLOYEES ARE HIRED AT, OR NEAR THE ENTRY POINT SHOWN, DEPENDING ON QUALIFICATIONS AND RELEVANT EXPERIENCE.

FLSA Status: Non‑Exempt Safety Sensitive
: NO Level II Screening
: NO

Under the general direction of the designated supervisor, this position performs diversified office support and administrative functions, and establishes a positive relationship with the citizens of Fort Myers by offering quality and equitable customer service. The incumbent is responsible for providing excellent customer service internally and externally; customers include but are not limited to Public Works divisions and other City of Fort Myers Departments, and vendors.

This is a broad classification with individual positions assigned to specific functional areas; duties and assignments may overlap depending on the operational needs of the department and staffing levels. This job has no supervisory responsibilities.

• Essential Employees may be required to work during a declared emergency. Depending on the nature of the emergency, this may require working around the clock for several days on short notice.
• Non Essential Employees will not be required to work during a declared emergency. The employee's Department Head will determine when the employee will be required to work.

• Free city‑paid employee health coverage, additional for spouse or family
• 3 weeks Paid Time Off (sick & vacation)
• 13 paid holidays
• Pension plan & optional Deferred Compensation
• City‑paid life insurance
• Optional Vision, Dental, and Disability Insurance
• Tuition reimbursement
• On‑site Gym facility
• And much more!

• Perform a full range of customer service duties; answer customer questions; research, resolve, and respond to customer problems and complaints; explain departmental policies and procedures to the public; determine customer needs and direct internal and external customers to the appropriate staff member or City department.
• Coordinate service needs of department and customers.
• Provide courteous, friendly and excellent customer service at all times.
• Operate computer terminal to enter payments, new account and/or license information, changes to existing accounts or licenses, and related information.
• Data entry.
• Greet customers; and interact daily with customers via telephone, internet or in person.
• Research customer's concerns/complaints and offer solutions.
• Responsible for clerical tasks; typing of correspondence, filing, and mail.
• Receives and processes incoming mail and returned mail.
• Sort and distribute mail to the appropriate city staff/division, accept delivery of incoming packages, inform staff of deliveries, coordinate pickup of outgoing packages.
• May be responsible for generating basic operational reports.
• This position requires regular and reliable attendance and the employee's physical presence at the workplace.
• Performs other duties as assigned.

• Transfer customer service requests from one location to another within the City limits.
• Respond to customer inquiries and complaints relating to all utilities provided by the City; research customer issues. Upon approval, make necessary adjustments to bills; maintain accurate documentation to support adjustments.
• Open new accounts; ensure all information is collected from new customers (i.e. application, waiver, occupation license, impact fee sheet and proper , etc.).
• Make judgment calls with regard to meters on without order, and determine if back billing is warranted and any other charges should be assessed.
• Accept requests for vacation offs, hold deposits or apply deposits, and update file to include new contact information.
• Schedule turn on and cut off to accommodate customer's schedule within normal hours of operation for the department.
• Make payment arrangements which safeguard loss of revenue and ensure customers adhere to the payment schedule to avoid…