Customer Service

4 weeks ago

Fort Myers Beach, United States Town of Fort Myers Beach Florida Full time $16
Job DescriptionJob Description

Position: Customer Service & Billing Representative
Reports to: Utilities Manager
Emergency Classification: Essential
FLSA Classification: Non-Exempt
Pay Grade: 102

Position Summary
Assists customers with a variety of services and performs administrative and customer service related tasks for the Utility Department under the general supervision of the Customer Service and Billing Supervisor.

EXAMPLES OF ESSENTIAL DUTIES
• Tasks include, but are not limited to, interacting directly with the public to assist residents with their water needs, answering questions via the telephone or electronic communications, receiving payments in person and via the telephone, posting checks and lockboxes, completing billing adjustment forms, creating work orders for service technicians, entering locates into the system.
• Provides public assistance via telephone, internet, e-mail, in person, or by mail. Directs people to appropriate entities for assistance. Completes forms and applications. Explains policies and procedures ensuring compliance is always followed. Research information and provide follow-up as applicable.
• Verifies accuracy and completeness of all data and information received. Researches and provides verification on information requests.
• Processes data and information received into a variety of formats specific to department or government agency requirements including database updates, reports, complaint cards, cash summaries, purchase orders, billing statements, forms, digital media, scanned images and applications.
• Operates computer applications in transferring, tracking, transcribing and composing various documentation including division correspondence, memoranda, reports, spreadsheets, department logs and records.
• Performs daily accounting tasks related to work performed, which include calculating, billing, purchase requisitions, receiving various fees and payments and balancing daily revenues.
• Processes and issues various types of documents including public records requests, permits, certificates, and licenses as required.
• Receives, processes, and distributes division mail, and prepares forms, letters, and parcels for mailing.
• Prepares and distributes various division records, reports, notices, and other relevant materials.
• Receives and reviews invoices, reports, forms, and applications, and distributes copies to appropriate personnel.
• Maintains division/section filing system, scans, files and retrieves various records, files forms, reports, and/or related division documents as directed.
• Performs room/facility/activity scheduling, logging, processing payments, and relaying information to appropriate entities as applicable.
• Maintains professional contact with other agencies as necessary to complete objectives.
• Assists in the administrative processing of daily utilities activities and logs to include locates, records, meter change outs etc.
• Assist customers on opening and closing of customer accounts.
• Maintains radio communications when area of placement requires contact with field personnel to ensure daily objectives are met.
• Generates and closes work orders as required.
• Attends meetings as assigned.
• Performs emergency response tasks and assignments as directed.
• Performs other duties as assigned.

(These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job-related duties as required.)

REQUIREMENTS:

Education, Certification, and Experience:
• High school diploma/GED; and three (3) years of clerical and customer service experience.

Knowledge, Skills, and Abilities:

Knowledge of:
• Reporting and recordkeeping principles and techniques.
• Alphabetic and numeric filing principles and methods.
• Business English, the application of such to a variety of formats and styles and editing principles and techniques.
• Cash management, business mathematics, and basic accounting principles and practices.

Skill in:
• Written, verbal, electronic, and visual communications for effective expression and clarity.
• The operation of various computer or other electronic devices and applications, to include Microsoft Office Word and Excel.
• Using communication to provide problem solving and exceptional customer services to internal and external customers.
• Attention to detail.
• Researching data.
• Organization, attention to detail, prioritization, and time management.
• Scheduling and department calendar maintenance.

Ability to:
• Learn and follow Federal, State, City and Department laws, regulations, compliance, policies and practices and terminology for assigned department.
• Relate to people beyond giving and receiving instructions, to include applying consistent courtesy and tact in considerable public contact and/or confrontational situations.
• To perform under frequent deadlines and/or in response to emergencies.
• Apply sound judgment and interpretation based on acquired knowledge in circumstances where limited standardization exists.
• Utilize various modern computer word processing, spreadsheet, and database applications.
• Exercise discretion and maintain confidentiality of sensitive information received and processed.
• Utilize a variety of modern office equipment, i.e., computers, facsimile machines, copiers and scanners.
• Establish and maintain effective working relationships with supervisor, support staff and other departments.
• Organize and review work for efficient results and accuracy.
• Performs other related duties as required.

Physical Requirements:
• Task involves some physical effort in standing, bending, stooping, stretching and walking, or frequent moderate lifting (20 pounds); and standard dexterity in the use of fingers, limbs, or body in the operation of shop or office equipment. Task may involve extended periods of time working at a computer and/or utilizing a phone, mouse, and a keyboard.

Environmental Requirements:
• Tasks are regularly performed without exposure to adverse environmental conditions unless as directed in an emergency response situation.

Sensory Requirements:
• Tasks require sound perception and discrimination.
• Tasks require visual perception and discrimination.
• Tasks require oral communications ability.

The Town of Fort Myers Beach is an Equal Opportunity Employer and a DFWP.

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