Customer Service Representative

Position: Customer Service Representative I
Description

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.

Examples of Duties

ESSENTIAL DUTIES AND RESPONSIBILITIES

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.

Minimum Qualifications

EDUCATION AND EXPERIENCE

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

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

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

Supplemental Information

ANALYTICAL ABILITY / PROBLEM SOLVING

MODERATELY REPETITIVE

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

PLANNING

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.

DECISION MAKING

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

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

COMMUNICATION SKILLS

Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide numbers.

Ability to perform these mathematical skills using money and other forms of measurement.

CRITICAL THINKING SKILLS

Ability to use common sense understanding in order to carry out detailed written or oral instructions.

Ability to deal with problems involving a few known variables in situations of a routine nature.

SUPERVISION RECEIVED

Under GENERAL SUPERVISON where standard practice enables the employee to PROCEED ALONE on routine work, referring all questionable cases to supervisor.

MENTAL DEMAND

LIGHT;
Operations requiring intermittent directed thinking to carry out predetermined procedure or sequence of operations of limited variability. Operations requiring intermittent attention to control machine or manual motions.

USE OF MACHINES, EQUIPMENT AND/OR COMPUTER

Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, etc.)

ACCURACY

Probable errors would not likely be detected until they reached another department, office or patron, and would then require considerable time and effort to correct the situation.

PUBLIC CONTACT

Frequent contacts with general public, patrons, or other outside representatives, wherein the manner of handling these contacts has a bearing on the organization's position and operation.

EMPLOYEE CONTACT

Contacts of considerable importance within the department or office. Requires tact in discussing problems and presenting data and making recommendations.

SOFTWARE SKILLS REQUIRED

10-Key Basic

Accounting Basic

Alphanumeric Data Entry Basic

Contact Management Basic

Database Basic

Spreadsheet Basic

Word Processing/Typing…