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Customer Service Representative Ii
4 months ago
Make a difference in the community you live in As a Community Builder—an employee with the City of Gainesville— you will have a direct hand in building and improving your community and making a visible impact on the lives of your neighbors. Working for local government is more than a job, it’s a chance to contribute to community success and to help enhance the Gainesville way of life.
Department:
9445 GRU - Customer Service
Salary Range Minimum:
$19.13
Salary Range Maximum:
$28.14
Closing Date:
06/18/2024
Job Details:
This is complex, skilled and responsible work assisting utilities' customers in planning and accessing a variety of services or coordinating operational customer service activities. Positions allocated to this classification report to a designated supervisor and work under limited supervision. Work in this class is distinguished from other classes by its emphasis on mid-level skilled customer service and technical work in a multiple utility service environment where the focus is customer engagement.
To be considered for this position you must take and pass the City of Gainesville Typing, and Customer Service Testing.
*PLEASE LISTEN TO THE ENTIRE MESSAGE FOR INSTRUCTIONS*
This testing is done online.
Testing is due by EOD Friday 6/21/24.
These are mandatory assessments and must be completed for further considered for this position.
**Test scores are good for 1 year**
An Eligibility list will be created from this process.
**Job Description**:
SUMMARY
This is complex, skilled and responsible work assisting utilities’ customers in planning and accessing a variety of services or coordinating operational customer service activities.
Positions allocated to this classification report to a designated supervisor and work under limited supervision. Work in this class is distinguished from other classes by its emphasis on mid-level skilled customer service and technical work in a multiple utility service environment where the focus is customer engagement.
EXAMPLES OF WORK*
- _This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position. The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job. Performance of lower level duties may be required._
ESSENTIAL JOB FUNCTIONS
- Depending on the area of assignment:_
Serves as primary contact to answer, screen, research, inform, advise, record, process, and follow-up all utility customer requests efficiently and expeditiously as received by phone, mail or personally from citizens, elected officials, agencies, City employees, and clients.
Analyze income and expense information and provide solutions uniquely suited to individual customers.
Analyze customer information to determine deposit requirements.
Processes utility payments, deposits, permits and services.
Handles delinquent accounts and resolves customer account disputes.
Maintains customer accounts.
Assists in emergency storm situations for service restoration.
Correctly applies policies and procedures pertaining to Utilities Customer Service Operations.
Accurately and efficiently obtains and enters customer service information into a customer information system.
Provides customer service training to new employees.
Maintains department records.
Participates in meetings and prepares reports as requested.
Acts as liaison both internally and externally.
Attends work on a continuous and regular basis.
NON-ESSENTIAL JOB FUNCTIONS
Performs other related duties as assigned.
QUALIFICATIONS
- To perform this job successfully, an individual must be able to perform each essential job function _satisfactorily._ Below are the required education, experience, knowledge, skills and abilities to perform the essential functions._
EDUCATION AND EXPERIENCE
Graduation from high school or possession of an acceptable equivalently diploma and three (3) years of progressively responsible experience in public contact, customer service relations, retail, banking, call centers or utilities (consistent with the needs of the hiring department), or
An Associate degree from an accredited college or university with major course work in business administration, public administration, public relations, or related field; and one (1) year of experience in public contact, customer service relations, retail, banking, call centers or utilities (consistent with the needs of the hiring department); or
A Bachelor degree from an accredited college or university with major course work in business administration, public administration, public relations, or related field.
CERTIFICATIONS OR LICENSES
Licenses
None.
Certifications
None.
KNOWLEDGE, SKILLS AND ABILITIES
- Depending on the area of assignment:_
Thorough knowledge of office practices and procedures, business English, spelling, and commercial arithmetic.
Basic knowledge of utility ser
