Customer Service Representative
City of Deerfield Beach, Deerfield Beach, FL, United States
Summary Objective
Performs clerical work involving the receipt, review, and processing of new and existing utility accounts. Work also involves general office, clerical and computer work as assigned. Employees assigned to this classification have considerable public contact and must exercise discretion, tact and diplomacy in explaining and answering questions in person and over the telephone. Work is performed under general supervision of the Utility Billing Supervisor and performance is reviewed while in progress and upon completion through observation, discussions and review of reports.
Essential Functions
Opens and closes utility accounts; reviews and processes utility bills.
Responds to questions, inquiries and complaints on the telephone and in person regarding utility services and billings.
Follows up and resolves all customer requests and inquiries as received by telephone, mail, emails or in person.
Utilizes a computerized data system whenever necessary for the call-up or updating of records in the handling of service activities.
Creates and processes work orders for new or discontinued service by telephone and in person which include initial reading of meters, meter sets for new service and/or replacement of meters.
Loads and unloads handhelds.
Reviews Off Cycle Accounts and Final Billing to ensure processing.
Produces, reviews and corrects meter reading exception list; produces meter reading optional list and posts listing.
Prepares Delinquency Letters and stuffs mail.
Issues and completes work orders for correction.
Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
Typical Qualifications Minimum Education and Experience Requirements:
High School Graduation or GED equivalent.
One (1) year of clerical or customer service experience or an equivalent combination of education, training and experience.
Preferred Education and Experience Requirements
Associate’s Degree in business, accounting, management, or related field.
Certifications in customer service, call center, help desk, or related field.
Knowledge, Skills and Abilities
Knowledge of general office practices and procedures and personal computer operation.
Knowledge of business English and spelling.
Skill in customer service and in the use of standard office equipment.
Ability to use small office equipment and computers.
Ability to establish and maintain effective working relationships with City officials, vendors, and the general public.
Physical Demands
Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.
Work Environment None.
Work Hours Monday – Friday 8am-5pm (May be required to work nights, weekends and holidays to meet the business needs of the City.)
Americans With Disabilities Act Compliance The City of Deerfield Beach is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.
Essential Safety Functions Each employee must comply with established policies, procedures and safe work practices. Each employee must also properly wear and maintain all personal protective equipment required for their job. Employees are responsible for reporting unsafe work practices or conditions and for following safety training provided by their supervisor.
Emergency Management Responsibilities During emergency conditions, all City employees are automatically considered emergency service workers and may be called to work in the event of a disaster such as a hurricane or other emergency situations. Employees are expected to perform emergency service duties as assigned.
Benefits Summary The City of Deerfield Beach provides a range of benefits including holiday leave, vacation leave, sick leave, retirement plan, educational reimbursement program, annual evaluations, discount programs, wellness programs, and employee benefits highlights. For full details refer to the Employee Benefits Highlight Booklet and Human Resources contact information.
#J-18808-Ljbffr
Essential Functions
Opens and closes utility accounts; reviews and processes utility bills.
Responds to questions, inquiries and complaints on the telephone and in person regarding utility services and billings.
Follows up and resolves all customer requests and inquiries as received by telephone, mail, emails or in person.
Utilizes a computerized data system whenever necessary for the call-up or updating of records in the handling of service activities.
Creates and processes work orders for new or discontinued service by telephone and in person which include initial reading of meters, meter sets for new service and/or replacement of meters.
Loads and unloads handhelds.
Reviews Off Cycle Accounts and Final Billing to ensure processing.
Produces, reviews and corrects meter reading exception list; produces meter reading optional list and posts listing.
Prepares Delinquency Letters and stuffs mail.
Issues and completes work orders for correction.
Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
Typical Qualifications Minimum Education and Experience Requirements:
High School Graduation or GED equivalent.
One (1) year of clerical or customer service experience or an equivalent combination of education, training and experience.
Preferred Education and Experience Requirements
Associate’s Degree in business, accounting, management, or related field.
Certifications in customer service, call center, help desk, or related field.
Knowledge, Skills and Abilities
Knowledge of general office practices and procedures and personal computer operation.
Knowledge of business English and spelling.
Skill in customer service and in the use of standard office equipment.
Ability to use small office equipment and computers.
Ability to establish and maintain effective working relationships with City officials, vendors, and the general public.
Physical Demands
Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.
Work Environment None.
Work Hours Monday – Friday 8am-5pm (May be required to work nights, weekends and holidays to meet the business needs of the City.)
Americans With Disabilities Act Compliance The City of Deerfield Beach is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.
Essential Safety Functions Each employee must comply with established policies, procedures and safe work practices. Each employee must also properly wear and maintain all personal protective equipment required for their job. Employees are responsible for reporting unsafe work practices or conditions and for following safety training provided by their supervisor.
Emergency Management Responsibilities During emergency conditions, all City employees are automatically considered emergency service workers and may be called to work in the event of a disaster such as a hurricane or other emergency situations. Employees are expected to perform emergency service duties as assigned.
Benefits Summary The City of Deerfield Beach provides a range of benefits including holiday leave, vacation leave, sick leave, retirement plan, educational reimbursement program, annual evaluations, discount programs, wellness programs, and employee benefits highlights. For full details refer to the Employee Benefits Highlight Booklet and Human Resources contact information.
#J-18808-Ljbffr