Customer Service Representative

JOB SUMMARY

Under the general supervision of the Customer Service Supervisor, and/or the Utility Customer Service Manager, performs responsible office work in assisting the general public. The Customer Service Representative is responsible for a number of customer-oriented tasks in a call center and/or face to face environment. These responsibilities include: responding to customer account open/close requests, customer inquiries, and requests for account information;

negotiating payment arrangements; coordinating service requests; determining the most effective resolution to customer issues, and handling of customer payments. Responsible for providing effective customer service for all City of Cocoa customers by utilizing excellent, in-depth knowledge of products, services and programs.

• Receives and assists the general public by answering inquires, providing routine information to customers in person, via email, or through inbound/outbound telephone calls.
• Receives, counts, and balances daily intake of various forms of payment.
• Performs credit negotiations (payment extensions, arrangements for turn-ons/offs).
• Responds to billing inquiries and assists with customers’ high bill complaints.
• Provides information about programs, products and services for all the municipalities the City of Cocoa bills services for.
• Report water emergencies and outages to appropriate departments.
• Provides data to customers requesting new service or for construction purposes.
• Seek resolution of customer complaints.
• Open, close, or transfer utility accounts at the request of customer.
• Reviews and verifies customer provided information against utility account records.
• Prepares appropriate work and/or job orders related to field work for connections, disconnections, transfers, re-reads, meter repairs/maintenance, etc.
• Receives and maintains routine records of cash and non-cash receipts for payment of bills, deposits, new meter installations, temporary meters, etc.
• Validates payments on a receipting machine, counts monies received and verifies transactions for bank deposit.
• Cross-reference bad debt accounts with service requests to collect outstanding balances.
• Receives and processes incoming and outgoing mail.
• Files work orders, various reports, and miscellaneous paperwork.
• Explains departmental policy, rules and regulations to the general public via personal contact, telephone inquiry or email/fax in regards to rates and services offered and billed.
• Operates computer, printer, validating machine, adding machine, telephone and/or headset, copier, scanner and other equipment which do not require previous training or experience.
• Provides back-up coverage for Customer Service Technician and/or reception desk.
• Remote work may be required.
• Essential Employees may be required to work during a declared or undeclared emergency.
• Performs other related job duties as assigned.

• Knowledge of service records, customer accounting and collection procedures of the department.
• Knowledge of modern office procedures, practices and equipment.
• Skill in the use of a variety of computer programs, including Microsoft Office, Outlook and various office equipment.
• Ability to learn quickly and retain information on a wide variety of subjects.
• Ability to exercise good judgment in the making of minor decisions in accordance with policies and procedures and follow simple oral and written instructions.
• Ability to establish and maintain cooperative working relationships with city officials, staff, the general public and representatives of other agencies toward the accomplishment of assigned projects.
• Ability to gain the trust and cooperation of others to effectively communicate concepts and ideas.
• Ability to interact…