Customer Service Representative

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Indian River County

This position performs a variety of customer service-related work in the Utility Billing Department Customer Service Division. Responsible for performing various customer service duties and providing consistent, professional customer service, working independently under the general direction of the immediate supervisor.

• Provides excellent customer service, interacting with a high volume of customers by phone and in person regarding utility accounts.
• Applies payments to accounts accurately, which involves cash handling and reconciling daily cash batches.
• Balances and reconciles daily cash batches and prepares daily bank deposits.
• Performs research regarding account payments and adjustments.
• Explains components of the utility bill to utility customers.
• Establishes new utility accounts, ensuring appropriate documentation is provided.
• Updates existing accounts with necessary information.
• Calculates adjustments to customer accounts using basic math skills.
• Problems solving regarding utility accounts, answer questions regarding billing via telephone, email and in person in a courteous tone and professional and respectful manner.
• Operates various office equipment, including a computer and 10-key calculator.
• Works as a contributing member to a team environment.
• Performs other job-related duties as required.

These essential job functions are not to be construed as a complete statement of all duties performed.

High school diploma or GED equivalent and one (1) year of experience, or an equivalent combination of education and experience.

Bilingual skills preferred.

• Possess and maintain a valid Florida driver's license with an acceptable driving record.

Knowledge or ability to operate customized Utility billing software or other specific software related to various data processing procedures.

Knowledge and ability to operate various office equipment and machines, including personal computers.

Skilled in phone contact handling and active listening.

Skilled in customer service and problem-solving.

Skilled in communication and maintaining interpersonal relationships in order to deal with the public.

Ability to understand oral and written instructions.

Ability to count cash and perform cash transactions.

Ability to perform mathematical computations.

Ability to communicate effectively both orally and in writing.

Ability to interact effectively and tactfully with the public.

Ability to communicate effectively under stressful situations and conditions.

Work is performed primarily in a standard office setting. The work involves frequent contact with staff and the public and requires the use of computers and standard office equipment. Work is typically performed at a desk or workstation and may involve extended periods of sitting, with occasional standing, walking, bending, and reaching. The work may occasionally require lifting or carrying objects up to 20 pounds.

This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills, or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add, or remove duties and assign other duties as necessary. This job description does not constitute a written or implied contract of employment.

Indian River County is an equal opportunity, veterans’ preference, and drug-free employer and does not discriminate based on age, ancestry, national origin, race,…