Customer Service Representative

This is a varied and highly responsible customer service position involving contact with the public via in-person, telephone, or email. The person in this role will assist customers with payments, opening and closing accounts, and resolution of bill questions.

1. Receives, records, and deposits payments accurately by mail, online, telephone, and in person. Balances all monies collected with daily collection reports, and maintains daily and monthly customer record reports.

2. Investigates inquiries regarding electricity (to include solar), water, sewer (to include industrial waste), solid waste, stormwater, telecom/fiber, and yardlight services; making necessary adjustments to the account.

3. Assists customers with the activation, disconnection, transfer, and installation of services. In addition to bill account balances, payment extensions, and payment arrangements.

4. Communicate clearly, concisely, and professionally with customers and other city department personnel. All aspects of spoken and written communication must be practiced with sensitivity to the needs of others.

5. Understand and follow city ordinances and city policies relative to customer billing, fees, payments, and training.

6. Must be able to conduct account research and exercise independent judgment and creativity in solving complex problems. Provide accurate, valid, and complete information using the right methods/tools.

7. Effectively work independently and in a team environment under stressful circumstances while maintaining a high level of accuracy and self-control. Organize thoughts and ideas quickly to transform them into action.

8. Handle customer complaints by providing appropriate solutions and alternative solutions, within the set guidelines, and follow up to ensure resolution.

9. Clearly and professionally record customer interactions.

10. Performs other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must have a high school diploma or GED.
• A minimum of two (2) year's experience in customer service dealing with the general public.
• Experience to include billing or accounting, telephone/switchboard operations, two (2) years in banking as a teller or two (2) years cashiering, and in use of various office equipment.
• An equivalent combination of training, education, and experience may be acceptable.

• Must possess a valid Florida Driver's License with an acceptable driving record.

Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.

This position will directly supervise 0 employees.

This position may indirectly supervise 0 employees.

MODERATELY REPETITIVE. Activities with slight variation using a definite set of processes or directions with some degree of supervision.

With regard to general assignments in planning time, method, manner and/or sequence of performance of own work.

CONSIDERABLE RESPONSIBILITY; in addition, the work operations of a group of employees, all performing Basically the same type of work.

Performs work operations which permit opportunity for decision-making of minor importance.

INFREQUENTLY;
Performs work operations which permit opportunity for decision-making of major importance. N/A

Ability to read and understand documents such as policy manuals,…