Customer Service Representative, Trainee

Job Title

Customer Service Representative

With continuous supervision, learns to assist customers with utility accounts; answer service-related questions, update and maintain account records; and perform related duties as assigned.

The following duties have been provided as examples of the essential types of work that an employee in this job classification will be trained to perform. Management reserves the right to add, modify, change or rescind work assignments as needed.

• Answers customers questions about their account either in person or by phone; explain charges on the bills; discuss payment options to ensure continuation of service.
• Responds to customer inquiries; direct customers to the appropriate department for service.
• Participates in cross training in other areas within the Customer Service Division.
• Performs duties of co-workers as assigned to ensure continuity of operations during absences.

• Knowledge of City codes and department policies and procedures related to utility billing.
• Knowledge of basic math (addition, subtraction, multiplication and division).
• Knowledge of basic business accounting principles.
• Knowledge of effective customer service practices and techniques.
• Ability to maintain accurate log of customer account activity.
• Ability to follow written and oral instructions.
• Ability to use various office equipment including a personal computer and calculator.
• Ability to deliver effective customer service and utilize public relations techniques when responding to inquiries, complaints, or disputes.
• Ability to establish and maintain effective working relationships with supervisors, co-workers, and the general public.
• Ability to communicate effectively, both orally and in writing.

• Frequent use of telephones, personal computer and peripherals, utility billing and standard Microsoft Office software applications, and standard office equipment including copier, fax, calculator and typewriter.
• Potential exposure to stressful situations involving customers with difficult or complex issues.

Education and Experience: Graduation from High School or equivalent and one (1) year of cashier, bank teller or related experience involving customer service; or an equivalent combination of training and experience. Licenses/Certifications: None.

The City of Vero Beach provides a wide array of benefits to meet the diverse needs of our employees. Our comprehensive benefit programs include medical, dental and vision plans; life insurance coverage for you and your dependents; employee long term disability coverage; flexible spending plans for medical reimbursement and dependent care; an employee assistance program for you and your dependents; a voluntary 401a Retirement Plan with generous employer contribution, and voluntary 457(b) tax-deferred compensation and ROTH IRA plans to supplement your retirement.

We also provide an extensive wellness program that includes health fairs and much more!

City of Vero Beach

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