Customer Service Representative
City of Delray Beach, Delray Beach, FL, United States
EEO Statement
The City of Delray Beach does not discriminate on the basis of race, color, national origin, sex, religion, age or disability, marital status, family status or sexual orientation in employment or the provision of services.
Non-Smoking
The City is a Non‑Tobacco Workplace. The City will not consider applicants who have used tobacco or nicotine products for at least three months prior to application for employment. Tobacco or nicotine products include cigarettes, cigars, chewing tobacco, pipes, snuff, e‑cigarettes, nicotine patches or gum.
Job Description
This role involves general customer service, clerical and light bookkeeping work in the administration of utility billing. Tasks include answering a high volume of phone calls from residents regarding utility billing inquiries, opening and closing accounts, and processing billing adjustments and charges under the general supervision of the assigned Supervisor.
Essential Duties
Respond to telephone and walk‑in customer inquiries and complaints and provide detailed and accurate information regarding the utility billing process and requirements. Review and reconcile accounts for correct rates and services and adjust accounts accordingly. Prepare correspondence in response to customer inquiries. Receive and process customer payments. Monitor illegal usage reports; research customer accounts to facilitate collection for unauthorized usage of water/sewer/garbage. Research bad debts and initiate collection procedures; process write‑offs of bad debts; research liens as needed for title search requests. Prepare payment agreements as needed; calculate and track compliance of payment arrangements for customers having difficulty paying their bill. Perform various clerical duties; prepare daily deposit, data entry, processing work orders, research returned mail, customer file maintenance, typing and filing. Validate cash and checks for utility billing payments, permits, MCR's, tap cards and other receipts and balance cash edits. Sell beach stickers. Process NSF checks. Foster positive employee relations and employee morale on a City‑wide basis.
Minimum Qualifications
High School graduation or possession of an acceptable equivalency diploma. Two (2) years of professional, verifiable general office experience. Cashier experience preferred. Requires demonstrated ability to effectively utilize a personal computer and office software such as Microsoft Word, Microsoft Excel, and Microsoft Outlook.
Knowledge, Skills, and Abilities
Knowledge of collection methods and procedures. Knowledge of the City’s policies, procedures, and practices. Skill in effectively assisting customers. Ability to provide courteous customer service. Ability to enter and retrieve data accurately into the City’s mainframe system or other required application. Ability to establish and maintain effective working relationships with employees and the general public. Ability to communicate effectively in oral and written form. Ability to manage and prioritize routine, specialized and complex assignments and problems using knowledge acquired through prior education, training, and experience. Ability to adapt to an evolving and continually improving environment. Punctuality and regular attendance are essential functions of this position.
Physical Demands / Work Environment
The employee is frequently required to sit and talk or hear, use hands to finger, handle, feel, or operate objects, tools, or controls, and reach with both hands and arms. The employee is occasionally required to walk and stand. The employee must occasionally lift and/or move up to 10 lbs. Specific vision abilities required for this job include close vision and the ability to adjust focus. Ability to sit at a desk and view a display screen for extended periods of time. Ability to enter data at a prescribed rate of speed. Ability to access, input and retrieve information from a computer. Work inside an office environment.
Selection Guidelines
Formal application, rating of education and experience; oral interview and reference check; job related tests may be required. The job description does not constitute an employment agreement with the Employer, and requirements of the job may change.
Benefits
Full‑time employees of the City of Delray Beach are provided with a comprehensive benefits package that includes paid holidays, sick leave, vacation, health insurance, life insurance, long‑term disability insurance, a defined pension plan, and much more. Benefit coverage varies by employee group.
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The City of Delray Beach does not discriminate on the basis of race, color, national origin, sex, religion, age or disability, marital status, family status or sexual orientation in employment or the provision of services.
Non-Smoking
The City is a Non‑Tobacco Workplace. The City will not consider applicants who have used tobacco or nicotine products for at least three months prior to application for employment. Tobacco or nicotine products include cigarettes, cigars, chewing tobacco, pipes, snuff, e‑cigarettes, nicotine patches or gum.
Job Description
This role involves general customer service, clerical and light bookkeeping work in the administration of utility billing. Tasks include answering a high volume of phone calls from residents regarding utility billing inquiries, opening and closing accounts, and processing billing adjustments and charges under the general supervision of the assigned Supervisor.
Essential Duties
Respond to telephone and walk‑in customer inquiries and complaints and provide detailed and accurate information regarding the utility billing process and requirements. Review and reconcile accounts for correct rates and services and adjust accounts accordingly. Prepare correspondence in response to customer inquiries. Receive and process customer payments. Monitor illegal usage reports; research customer accounts to facilitate collection for unauthorized usage of water/sewer/garbage. Research bad debts and initiate collection procedures; process write‑offs of bad debts; research liens as needed for title search requests. Prepare payment agreements as needed; calculate and track compliance of payment arrangements for customers having difficulty paying their bill. Perform various clerical duties; prepare daily deposit, data entry, processing work orders, research returned mail, customer file maintenance, typing and filing. Validate cash and checks for utility billing payments, permits, MCR's, tap cards and other receipts and balance cash edits. Sell beach stickers. Process NSF checks. Foster positive employee relations and employee morale on a City‑wide basis.
Minimum Qualifications
High School graduation or possession of an acceptable equivalency diploma. Two (2) years of professional, verifiable general office experience. Cashier experience preferred. Requires demonstrated ability to effectively utilize a personal computer and office software such as Microsoft Word, Microsoft Excel, and Microsoft Outlook.
Knowledge, Skills, and Abilities
Knowledge of collection methods and procedures. Knowledge of the City’s policies, procedures, and practices. Skill in effectively assisting customers. Ability to provide courteous customer service. Ability to enter and retrieve data accurately into the City’s mainframe system or other required application. Ability to establish and maintain effective working relationships with employees and the general public. Ability to communicate effectively in oral and written form. Ability to manage and prioritize routine, specialized and complex assignments and problems using knowledge acquired through prior education, training, and experience. Ability to adapt to an evolving and continually improving environment. Punctuality and regular attendance are essential functions of this position.
Physical Demands / Work Environment
The employee is frequently required to sit and talk or hear, use hands to finger, handle, feel, or operate objects, tools, or controls, and reach with both hands and arms. The employee is occasionally required to walk and stand. The employee must occasionally lift and/or move up to 10 lbs. Specific vision abilities required for this job include close vision and the ability to adjust focus. Ability to sit at a desk and view a display screen for extended periods of time. Ability to enter data at a prescribed rate of speed. Ability to access, input and retrieve information from a computer. Work inside an office environment.
Selection Guidelines
Formal application, rating of education and experience; oral interview and reference check; job related tests may be required. The job description does not constitute an employment agreement with the Employer, and requirements of the job may change.
Benefits
Full‑time employees of the City of Delray Beach are provided with a comprehensive benefits package that includes paid holidays, sick leave, vacation, health insurance, life insurance, long‑term disability insurance, a defined pension plan, and much more. Benefit coverage varies by employee group.
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