Customer & Admin. Supp Rep-Customer Service

Job DescriptionJob Description:

Do you thrive in an environment that is geared towards outstanding hospitality? Do you have a passion for being innovative and creative? Is hard work on your top list of ideals? Are you a steward of your working environment? Then read on… The Villages Community Development Districts (The District) tops the list of community development districts that continue to grow in one of the most scenic locations in Florida, The Villages. Our collective commitment to hospitality, innovation & creativity, hard work, and stewardship helps employees thrive and excel in many fields within The District. An immediate full-time opportunity exists for an individual with commitment, a “passion” for excellence, and a “drive” for accuracy to join our Customer Service team. This position requires a solid background of advanced customer service skills used daily. The incumbent will enjoy a challenging atmosphere and be part of a productive team that supports all departments within The District and our surrounding community. The District is looking for an individual with a desire to utilize their cutting-edge customer service skills. The District provides a supportive and engaging workplace that is committed to developing great talent, coupled with competitive compensation and benefits. Do not pass up this opportunity to be a part of a positive, expanding organization. Competitive Benefits as a full-time employee of the District include:Medical Insurance (fully paid for employee single coverage)Voluntary health benefits, including Dental and Vision Insurance401(a) Retirement Plan, with contributions funded by the District 457(b) Retirement Plan, permitting employee pre-tax deferralsFlexible Spending programs for both Medical and Dependent CareEmployee Assistance ProgramPaid Time OffTuition ReimbursementPublic Service Loan Forgiveness EligibleTier 2 qualifying organization for The Villages Charter School JOB SUMMARY This ‘front-line’ position ensures the customer receives a positive, inviting and helpful interaction, creating lasting impressions. Relationship building and communication primarily take place in-person, telephonically, by mail or through email. This position strives to satisfy the customers’ questions, issues and/or concerns while applying the rules and policies of the District. This position oftentimes is the first interaction a customer or resident has with The District, and uses their knowledge, attention to detail, genuine care, strategic questioning, information gathering, critical thinking and problem-solving skills to exemplify our core values and create the ultimate customer experience. This position is responsible for providing service to the residents and customers of the Districts through the daily interaction concerning questions related to the amenity/utility/sanitation and storage space rental bills and service. These interactions include, but are not limited to responding to billing, rate, usage and pro-rated charge questions, as well as payment and non-payment inquiries. Work is usually independent within a team environment and is comprised of diverse complex administrative duties to support the operations of the Customer Service Center, Customer Service Satellite Office and Administration office, as well as providing administrative support to the Assistant District Manager. This is a multi-faceted position responsible for working and communicating with all levels of management, department members, as well as residents, public, vendors and other government agencies. The job duties are shared with other Customer & Administrative Support Representatives. ESSENTIAL DUTIES AND RESPONSIBILITIES (Includes, but not limited to) Customer ServiceProvides answers to customer inquiries regarding amenity/utility/sanitation and RV billings and services.Welcomes visitors and residents, determines the nature of business and assists or sets them up in hospitality room to meet with the appropriate staff. Provides utility amenity/billing collections and general information on all District Departments to customers.Communicates with customers in person, on the phone, via e-mail & the internet and through informational documents. Respond to public inquiries in a professional and courteous manner and within the scope of knowledge to provide information regarding all aspects of utility billing, general community resource information, and district policies; refer inquiries to appropriate departments/personal or other agencies as needed.Addresses customer concerns pertaining to high usage letters they receive, troubleshoot consumption and follow-up with work orders where needed.Represents Department at the bi-monthly Hometown Social, answering questions, notifying new residents in which District they reside, and passing out general District information. Community RelationsWelcomes visitors and residents in a positive and professional manner, determines the nature of business and announces them to the appropriate staff.Works both independently and productively with others. Assess, process and adequately respond to incoming inquiries (phone, email, in person) regarding information about The District rules, policies, procedures and/or the community.Follows a strategic line of questioning to determine customer needs and/or dissatisfaction with their current situation to adequately resolve and/or provide alternative resources that provide solutions to customer needs.Uses all available resources (Internet, phone listings, etc.) to respond to calls as appropriate. This includes, but is not limited to, giving general directions, providing information on community events, and giving information on various District programs such as Resident Academy and CDD Orientation. This also includes determining the proper entity to respond to the call and transferring the call accordingly.Provides written and verbal answers to all Customer Service inquiries through the Incident Reporting system and Customer Service mailbox.Accurately directs customers (in person, phone) to the appropriate department or organization.Represents all District Departments by providing information and answering questions at various community events, during and outside of business hours, including but not limited to Lifestyle Expo, Recreation Grand Openings, Government Day, Health Fair, and other functions.Sets up the weekly Community Development District Orientation (CDD Orientation), ensuring all handout information is provided and creating certificates for each participant.Provides support for District Workshops, Lifestyle Expo., After-Hours, District Sponsored events, etc.Handles difficult and significant customer complaints.Provides responses to resident inquiries via email, phone and/or incident reports.Resident Academy:Coordinates with all departments for scheduling and materials.Creates and prepares documents.Coordinates and updates information on events, cancellations and wait lists.Reviews Recreation Management Scheduling System on a regular basis. AdministrativeGate & ID cardsIssues replacement Resident ID cards to homeowners and Resident ID cards to non-owners, following the guidelines as set forth in Permanent Residency Requirements for Non-Owners.Educates and informs residents on non-owner policies.Issues replacement gate cards to residents, staff, and vendors.Creates Invoices for Vendor Gate Cards and Employee Gate Cards.Memorial ProgramsAdministers Adopt-A-Bench program, which includes meeting with residents, determining bench locations based on established guidelines, working with District departments on placement and maintenance of benches, and ordering benches within established time frames.Acts as liaison for Veterans Memorial Park, processing requests for bricks to be placed at the Veterans Memorial Park.Recreational Vehicle Storage facilitiesProcesses space rentals for the two District owned Recreational Vehicle Storage facilities: Industrial and Alhambra.Maintains waiting list for 20’, 30’, 40’, and 50’ foot spaces, notifying wait-listed residents within established time frames.Processes new space rentals and cancellations, notifying all appropriate District departments of changes.Postal Facility Bulletin BoardsProcesses all incoming bulletin board postings.Answers questions on the established policies and procedures related to bulletin board postings. Trail Fees and Guest PassesProcesses Trail Fees.Provides Finance with daily trail fee report.Issues Guest Passes subsequent verifying guest and resident information, and per guest ID guidelines as set forth in the Guest ID Policy.Reviews applications and authorization forms for accuracy.Utility BillingProcesses Utility Bill Payments and provides receipts.Prints current or past bills for residents.Reviews ACH forms for sign ups, cancellations or changes with residents prior to submittal for processing.Reviews Late Payment Information with residents.Community Watch Programs (House Check, Resident Out of Area, Adult Watch) Registers residents for the Community Watch Programs.Verifies information with residents.Communicates information to Community Watch within the required timeframe.FinancialProcessing payments for billing, fines, fees and programs.Follows required cash handling procedures for collecting monies, ensuring accuracy.Processes daily closeout information ensuring data balances, prior to producing reports for accounting department.Processes BS&A transaction report and provides to Finance Department daily.Architectural Review CommitteeAssists the Community Standards Department by accepting ARC Applications.District WebsiteReviews DistrictGov.org website weekly for accurate updating of posted information. ClericalSorts and distributes incoming mail to appropriate staff and departments.Schedules appointments and maintains calendars for Customer Service.Monitors and orders supplies for assigned department.Assists other departments with projects as requested.Room reservationsSchedules appointments and maintains calendars for all District departments utilizing Old Mill Run conference room locations.RecordkeepingDaily, completes tracking of phone calls and walk-in information for review.Maintains an efficient filing system for all documents and creates new files as needed. Facilitates the maintenance of historical information for the department for reference- tally sheets, non-owner applications, The Villages Access Forms, ID and Gate Card spreadsheets, etc.Verifies monthly WEX Reports.Updates ALPHA listing which is used by all District departments Recommends, assists with, and/or maintains established work procedures and standards to improve efficiency and effectiveness. AdditionalPerforms other duties as assigned.May be expected to perform additional duties in an emergency. ESSENTIAL EXPECTATIONS OF PERFORMANCE AND BEHAVIOR (Includes, but not limited to) Uses their knowledge, attention to detail, genuine care, strategic questioning, information gathering, critical thinking and problem-solving skills to exemplify our core values and create the ultimate customer experience. Maintains excellent public relations through communications with public and other departments and agencies.Maintains excellent public relations with communications to the public and other departments and agencies.Actively support and exemplify the Core Values, Mission and Vision of the District. MINIMUM EDUCATION AND EXPERIENCEHigh School Diploma, GED or equivalent; or one to three years related experience and/or training, or equivalent combination of education and experience. Associate degree or equivalent from an accredited two- year college or technical school is preferred.Previous experience in sales, hospitality or customer service positions required. MINIMUM CERTIFICATES, LICENSES, REGISTRATIONSValid Florida Driver’s License required.All candidates and employees must successfully pass background screening. MINIMUM KNOWLEDGE, SKILLS AND ABILITIES KnowledgeIs knowledgeable of all District Departments and The Villages Community to provide general information to both customers and fellow co-workers.Must be proficient in Outlook, functional in Microsoft Office package Word, Excel, and Power Point. Skills Ability to answer telephone and direct phone calls to the appropriate department.Ability to be well-organized & successfully multi-task in a fast-paced professional environment to meet multiple demanding deadlines.Proven ability and commitment to provide excellent customer service experience to all residents. AbilitiesAbility to work effectively and productively with others.Ability to function successfully in a work environment where the workflow volume can change dramatically throughout the day.Excellent verbal communication skills and professional appearance. Ability to communicate confidently and successfully, and positively problem solve, with diverse members of the public.Strong work ethic, attention to detail, ability to work unsupervised. EQUIPMENT Position regularly requires the use of office equipment, including but not limited to telephones, personal computers and productivity software, copier, printers, scanners, and fax machine. May be required to operate District vehicle to attend various events. WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee will be exposed to the following:The employee is exposed to an interior office environment, with moderate change in temperature. The work environment is inside an air-conditioned building. The noise level in the work environment is usually moderate.There are frequent interruptions from the staff and the public for information or assistance. Physical Requirements The physical requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the following applies:Regularly required to sit, stand, walk talk, push/pull; use hands to finger, handle, or feel; reach with hands and arms forward and overhead.The employee is occasionally required to climb or balance and stoop, kneel, crouch, twist; squat; balance or crawl.The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

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