Customer Service Representative I or II
Government Jobs, Lakeland, Florida, United States, 33801
Customer Service Representative II
This position assists internal, external, residential, and commercial utility customers. This is responsible work involving considerable contact with the public, by telephone and in person, and includes associated clerical work, monitoring accounts for billing accuracy, and dealing with debt collection issues. Duties include processing transactions in an online Customer Information Billing System and creating work orders, account updates, changes, or corrections. Duties are performed by responding to customer requests for service, questions, complaints, and concerns, or responding to internally generated reports and requests for change to maintain account integrity and accuracy. Responsibilities include exercising sound judgment in interpreting customer requests, complaints, and financial difficulties. This position is for a Customer Service Representative II, however, it may be filled at the level of a Customer Service Representative I. This posting will close after the receipt of the first 100 qualified applicants. Essential Functions
Assists customers with any reasonable request for utility service. Obtains and enters customer information accurately and efficiently. Performs advanced research of customer information and identification, including credit inquiry, using manual and computerized information systems. Responds to and resolves customer concerns. Deals with difficult customers and peers in a positive manner. Evaluates customer's financial situation and exercises good judgment to help get the customer out of debt while maintaining utility service and customer dignity. Matches customer requests with standard utility services. Applies policies and procedures correctly pertaining to Customer Service operations. Explains utility bills and rates to customers clearly. Checks, analyzes, tests for accuracy, and adjusts customer billings as required; prepares orders for tests or rereads. Works well with others. May perform timekeeper duties. May be required to participate and/or facilitate training to support departmental or City initiatives and requirements. May be required to work overtime, or alternate hours, as necessary for the efficient operation of the department. Position designated as Mission Critical by Department Director. Additional Functions: Serves on and facilitates process improvement committees and teams as needed. Serves as backup to Customer Service Coordinator. Performs related work as required. Qualifications (Education, Training and Experience)
Qualifications for a Customer Service Representative I: High school diploma from an accredited school or a GED. One year of experience in public contact work in sales or customer service. Qualifications for a Customer Service Representative II: High school diploma from an accredited school or a GED. Three years of experience in public contact work in sales or customer service, of which two years are in a progressively responsible position in a utility customer service environment. Special Requirements: Must possess a valid driver's license. Must maintain a valid telephone number. Knowledge, Skills, Abilities
Knowledge of City ordinances, policies, and procedures affecting Customer Service operations, rates, and charges. Skill in working with online Customer Information Billing Systems. Skill in listening and comprehending when working with customers, peers, and supervisors. Ability to accurately remember strings of numbers and addresses. Ability to make and verify computations with a speed of 40 words per minute and an accuracy rate of 98%. Ability to use good interpersonal skills through written communication, oral communication, on the telephone, or in person. Ability to enjoy working with customers daily and remain composed with those who are irate or difficult. Ability to promptly and effectively complete tasks. Ability to effectively supervise and coach other employees. Ability to function productively in a "continuous process improvement" and "team" environment. Ability to maintain professional courtesy with internal and external customers and co-workers. Ability to prioritize and organize duties and responsibilities. Ability to effectively manage work schedules. Ability to remain flexible, positive, and productive in a changing environment. Working Environment/Physical Requirements: Requires sedentary work that involves walking or standing sometimes, exerting up to 10 pounds of force regularly, and routine keyboard operations. The job risks dust, pollen, and bright/dim light exposure. The job requires normal visual acuity, field of vision, hearing, speaking, manual dexterity, color perception, sense of smell, depth perception, and texture perception. All City of Lakeland positions are subject to testing (e.g. written, oral, performance, computerized, interview, and/or any combination). Candidates selected for testing will be notified via email or telephone. Please check your e-mail and telephone messages regularly, including "junk" folders. Test times and locations to be announced. The City of Lakeland is an equal opportunity/equal access employer and a drug free workplace.
This position assists internal, external, residential, and commercial utility customers. This is responsible work involving considerable contact with the public, by telephone and in person, and includes associated clerical work, monitoring accounts for billing accuracy, and dealing with debt collection issues. Duties include processing transactions in an online Customer Information Billing System and creating work orders, account updates, changes, or corrections. Duties are performed by responding to customer requests for service, questions, complaints, and concerns, or responding to internally generated reports and requests for change to maintain account integrity and accuracy. Responsibilities include exercising sound judgment in interpreting customer requests, complaints, and financial difficulties. This position is for a Customer Service Representative II, however, it may be filled at the level of a Customer Service Representative I. This posting will close after the receipt of the first 100 qualified applicants. Essential Functions
Assists customers with any reasonable request for utility service. Obtains and enters customer information accurately and efficiently. Performs advanced research of customer information and identification, including credit inquiry, using manual and computerized information systems. Responds to and resolves customer concerns. Deals with difficult customers and peers in a positive manner. Evaluates customer's financial situation and exercises good judgment to help get the customer out of debt while maintaining utility service and customer dignity. Matches customer requests with standard utility services. Applies policies and procedures correctly pertaining to Customer Service operations. Explains utility bills and rates to customers clearly. Checks, analyzes, tests for accuracy, and adjusts customer billings as required; prepares orders for tests or rereads. Works well with others. May perform timekeeper duties. May be required to participate and/or facilitate training to support departmental or City initiatives and requirements. May be required to work overtime, or alternate hours, as necessary for the efficient operation of the department. Position designated as Mission Critical by Department Director. Additional Functions: Serves on and facilitates process improvement committees and teams as needed. Serves as backup to Customer Service Coordinator. Performs related work as required. Qualifications (Education, Training and Experience)
Qualifications for a Customer Service Representative I: High school diploma from an accredited school or a GED. One year of experience in public contact work in sales or customer service. Qualifications for a Customer Service Representative II: High school diploma from an accredited school or a GED. Three years of experience in public contact work in sales or customer service, of which two years are in a progressively responsible position in a utility customer service environment. Special Requirements: Must possess a valid driver's license. Must maintain a valid telephone number. Knowledge, Skills, Abilities
Knowledge of City ordinances, policies, and procedures affecting Customer Service operations, rates, and charges. Skill in working with online Customer Information Billing Systems. Skill in listening and comprehending when working with customers, peers, and supervisors. Ability to accurately remember strings of numbers and addresses. Ability to make and verify computations with a speed of 40 words per minute and an accuracy rate of 98%. Ability to use good interpersonal skills through written communication, oral communication, on the telephone, or in person. Ability to enjoy working with customers daily and remain composed with those who are irate or difficult. Ability to promptly and effectively complete tasks. Ability to effectively supervise and coach other employees. Ability to function productively in a "continuous process improvement" and "team" environment. Ability to maintain professional courtesy with internal and external customers and co-workers. Ability to prioritize and organize duties and responsibilities. Ability to effectively manage work schedules. Ability to remain flexible, positive, and productive in a changing environment. Working Environment/Physical Requirements: Requires sedentary work that involves walking or standing sometimes, exerting up to 10 pounds of force regularly, and routine keyboard operations. The job risks dust, pollen, and bright/dim light exposure. The job requires normal visual acuity, field of vision, hearing, speaking, manual dexterity, color perception, sense of smell, depth perception, and texture perception. All City of Lakeland positions are subject to testing (e.g. written, oral, performance, computerized, interview, and/or any combination). Candidates selected for testing will be notified via email or telephone. Please check your e-mail and telephone messages regularly, including "junk" folders. Test times and locations to be announced. The City of Lakeland is an equal opportunity/equal access employer and a drug free workplace.