Customer Service Representative 1
Government Jobs, Belleview, FL, United States
Utility Billing Customer Service Representative
This position provides customer service and operational support related to the City's utility billing and related municipal services. Duties include assisting customers in person and by telephone, processing payments, responding to billing inquiries, coordinating service requests, preparing and tracking work orders, and supporting utility-related processes. This position reports directly to the City Administrator and coordinates as needed with the Utility Billing Coordinator, Public Works Department, and Finance Department. ESSENTIAL JOB FUNCTIONS: Accurately receives customer payments in person, by mail, and through designated payment methods; balances assigned cash drawer daily and forwards payments and receipts in accordance with established cash-handling procedures. Assists customers with utility-related inquiries, including billing questions, service requests, account information, and general City utility processes; provides courteous and professional customer service at all times. Prepares, enters, tracks, and coordinates utility-related work orders; works with the Utility Billing Coordinator and Public Works Department to ensure work orders are properly documented, processed, and maintained in accordance with established procedures. Assists with new service requests and utility account activity by coordinating required information, documentation, and work orders with Public Works and the Utility Billing Coordinator, in accordance with established procedures. Answers the City's main telephone line as assigned; routes calls appropriately; provides information to customers; and relays service-related information to Public Works staff when necessary. Performs routine office and administrative support functions, including scanning and indexing documents, data entry, filing, and maintaining accurate customer and utility records. Supports utility billing processes by assisting with explanations of meter readings and billing information; demonstrates the ability to pull, review, and interpret utility billing reports; downloads and reviews meter data when applicable; and escalates discrepancies or concerns to the Utility Billing Coordinator. Assists with customer billing issue resolution by documenting concerns, providing information, and coordinating with the Utility Billing Coordinator or Public Works as appropriate. Provides customer service support related to utility-related communications and service notices as assigned. Serves as a point of contact for utility-related issues involving external service providers (such as solid waste/trash service vendor) and relays customer concerns or service issues to the appropriate department or provider. Prioritizes workload effectively; meets deadlines; and remains calm and professional in stressful situations involving customer billing or service concerns. SECONDARY JOB FUNCTIONS: Operates standard office equipment, including computers, printers, scanners, calculators, and telephone systems. Uses Microsoft Word, Excel, Outlook, and the City's utility billing software systems (including BS&A and any successor systems) to perform assigned duties. Performs other duties as assigned. SERVICE: Reports to work at the assigned time, appropriately dressed, and proceeds with the job function unless otherwise directed. Maintains direct contact with citizens and vendors in person, by telephone, and through written correspondence Maintains professional communication with City employees and departments as required to perform assigned duties Communicates clearly, professionally, and courteously in person, by telephone, and in writing to resolve billing questions and general customer service inquiries. PHYSICAL ACTIVITIES FOR EACH ESSENTIAL JOB FUNCTION: Temporary modifications to provide reasonable accommodations do not waive any essential functions of the job requirements. This employee must be capable of sitting for extended periods at a computer; working with frequent interruptions to assist customers in person or by telephone; moving, bending, stretching, and reaching to access records and files; writing legibly and accurately; using manual dexterity and eye coordination for computer data entry; visually reviewing reports for accuracy; thinking and working independently; and communicating clearly in person, by telephone, and in writing. WORK ENVIRONMENT: This position, in conjunction with City Hall operations, normally works a four ten-hour day work week from Monday through Thursday. This employee may be required to work in the event of a declared emergency or major disaster. If not called in, the employee should contact the City immediately following the event to determine when they are expected to return to work. This position works at a workstation adjacent to a public service counter within City Hall. Job duties are generally performed during normal business hours but may require occasional overtime. Equipment used includes standard office equipment and access to the City's computer systems and software. MINIMUM QUALIFICATIONS: High School Diploma or GED Customer service experience, preferably in a municipal, utility, or governmental environment Customer Service I, II or Specialist classification varies by experience level, complexity of duties and required knowledge. PROFESSIONAL LICENSES: Current Florida Driver's License RESIDENCY REQUIREMENT: No residency requirement; must maintain reliable telephone access. SAFETY EQUIPMENT: Knowledge of the location and operation of fire extinguishers. CITY VEHICLE: Not assigned. NOTE: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (i.e.: emergencies, changes in personnel, workload, rush jobs or technological developments). OTHER POSITION INFORMATION: FLSA Status: Non-Exempt.
This position provides customer service and operational support related to the City's utility billing and related municipal services. Duties include assisting customers in person and by telephone, processing payments, responding to billing inquiries, coordinating service requests, preparing and tracking work orders, and supporting utility-related processes. This position reports directly to the City Administrator and coordinates as needed with the Utility Billing Coordinator, Public Works Department, and Finance Department. ESSENTIAL JOB FUNCTIONS: Accurately receives customer payments in person, by mail, and through designated payment methods; balances assigned cash drawer daily and forwards payments and receipts in accordance with established cash-handling procedures. Assists customers with utility-related inquiries, including billing questions, service requests, account information, and general City utility processes; provides courteous and professional customer service at all times. Prepares, enters, tracks, and coordinates utility-related work orders; works with the Utility Billing Coordinator and Public Works Department to ensure work orders are properly documented, processed, and maintained in accordance with established procedures. Assists with new service requests and utility account activity by coordinating required information, documentation, and work orders with Public Works and the Utility Billing Coordinator, in accordance with established procedures. Answers the City's main telephone line as assigned; routes calls appropriately; provides information to customers; and relays service-related information to Public Works staff when necessary. Performs routine office and administrative support functions, including scanning and indexing documents, data entry, filing, and maintaining accurate customer and utility records. Supports utility billing processes by assisting with explanations of meter readings and billing information; demonstrates the ability to pull, review, and interpret utility billing reports; downloads and reviews meter data when applicable; and escalates discrepancies or concerns to the Utility Billing Coordinator. Assists with customer billing issue resolution by documenting concerns, providing information, and coordinating with the Utility Billing Coordinator or Public Works as appropriate. Provides customer service support related to utility-related communications and service notices as assigned. Serves as a point of contact for utility-related issues involving external service providers (such as solid waste/trash service vendor) and relays customer concerns or service issues to the appropriate department or provider. Prioritizes workload effectively; meets deadlines; and remains calm and professional in stressful situations involving customer billing or service concerns. SECONDARY JOB FUNCTIONS: Operates standard office equipment, including computers, printers, scanners, calculators, and telephone systems. Uses Microsoft Word, Excel, Outlook, and the City's utility billing software systems (including BS&A and any successor systems) to perform assigned duties. Performs other duties as assigned. SERVICE: Reports to work at the assigned time, appropriately dressed, and proceeds with the job function unless otherwise directed. Maintains direct contact with citizens and vendors in person, by telephone, and through written correspondence Maintains professional communication with City employees and departments as required to perform assigned duties Communicates clearly, professionally, and courteously in person, by telephone, and in writing to resolve billing questions and general customer service inquiries. PHYSICAL ACTIVITIES FOR EACH ESSENTIAL JOB FUNCTION: Temporary modifications to provide reasonable accommodations do not waive any essential functions of the job requirements. This employee must be capable of sitting for extended periods at a computer; working with frequent interruptions to assist customers in person or by telephone; moving, bending, stretching, and reaching to access records and files; writing legibly and accurately; using manual dexterity and eye coordination for computer data entry; visually reviewing reports for accuracy; thinking and working independently; and communicating clearly in person, by telephone, and in writing. WORK ENVIRONMENT: This position, in conjunction with City Hall operations, normally works a four ten-hour day work week from Monday through Thursday. This employee may be required to work in the event of a declared emergency or major disaster. If not called in, the employee should contact the City immediately following the event to determine when they are expected to return to work. This position works at a workstation adjacent to a public service counter within City Hall. Job duties are generally performed during normal business hours but may require occasional overtime. Equipment used includes standard office equipment and access to the City's computer systems and software. MINIMUM QUALIFICATIONS: High School Diploma or GED Customer service experience, preferably in a municipal, utility, or governmental environment Customer Service I, II or Specialist classification varies by experience level, complexity of duties and required knowledge. PROFESSIONAL LICENSES: Current Florida Driver's License RESIDENCY REQUIREMENT: No residency requirement; must maintain reliable telephone access. SAFETY EQUIPMENT: Knowledge of the location and operation of fire extinguishers. CITY VEHICLE: Not assigned. NOTE: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (i.e.: emergencies, changes in personnel, workload, rush jobs or technological developments). OTHER POSITION INFORMATION: FLSA Status: Non-Exempt.