Senior Customer Service Representative

Salary : $47,527.64 Annually
Location : 210 Military Trail Jupiter, FL 33458
Job Type: Full Time
Job Number: CY24-00244
Department: Utilities
Opening Date: 03/13/2025
Closing Date: 3/27/2025 5:00 PM Eastern

PURPOSE OF CLASSIFICATION
The purpose of this classification is to provide customer service for utility customers and to perform special projects as assigned, to include assisting customers, receiving payments, generating bills, maintaining utility accounts, processing meter reading and billed services and related documentation, and coordinating operation of computer systems.

ESSENTIAL FUNCTIONS
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Processes a variety of documentation associated with departmental operations, per established procedures and within designated timeframes.

Performs customer service functions; answers telephone calls and assists customers at front counter; provides assistance and information related to utility services, installation charges, procedures, forms, problems or other issues; responds to routine questions, complaints, or requests for service; researches problems and initiates problem resolution. Assists Customer Service Representatives with escalated customer concerns and effectively manages conflict.

Maintains customer utility accounts; processes various account activities, and verifies printed application forms for new accounts.

Researches various discrepancies and problems relating to accounts, and makes appropriate corrections/adjustments; researches and re-calculates billing charges; researches misapplied payments, unbilled accounts, complaints of high bills, and wrong services assigned to account; researches correct addresses of mail returned to the department; researches, edits, and re-bills off-cycle billing.

Receives, opens, processes, and/or distributes incoming mail; picks up mail from post office as needed; responds to correspondence from customers; composes letters or completes form letters to customers; prepares outgoing mail.

Receives and processes moneys in payment of utility bills or other fees/services in person, by mail, electronically and from drop box; contacts customers to research payment discrepancies or questions; records transactions and issues receipts; balances revenues with payment stubs and prepares bank deposits and forwards revenues as appropriate; counts and balances daily cash drawers.

Creates daily service orders for submission to utility maintenance staff; researches service order errors and makes corrections; follows up on service orders and door cards; Assigns service orders to field staff; generates weekly/monthly reports of outstanding service orders.

Prepares accounts for billing; submits billing charge creation; reviews billing exceptions; deletes accounts not billable; enters bill notes; submits monthly billing; manages account arrangements and refunds.

Processes and reviews penalty charges, deposit refunds, interest accruals and refunds and water used reports. Monitors monthly consumption by reading cycles noting exceptions for follow-up and taking corrective actions.

Processes and monitors meter reading for each route and runs exception listing; verifies meter readings; processes rereads; processes recalculations of misread meters; enters and posts readings as needed. Reviews exception listing for follow-up issues and take corrective actions.

Monitors, researches and processes notices for delinquent accounts; reviews active delinquent lists for lien processing and bankruptcies and corrects/changes dates as appropriate.

Prepares or completes various forms, reports, correspondence, deposit slips, journal entries, service orders, utility bills, statements, installation estimates, or other documents.

Receives various forms, reports, correspondence, consumer service applications, meter installation applications, hydrant applications, utility bills, checks, payment extensions, service orders, meter readings, residential blueprints, policies, procedures, maps, operating guides, directories, manuals, or other documentation; reviews, completes, processes, forwards, or retains as appropriate.

Operates computer to enter, retrieve, review or modify data; verifies accuracy of entered data and makes corrections; utilizes word processing, spreadsheet, database, utility account management, geographical information system (GIS), email, Internet, or other computer programs; performs basic maintenance of computer system and office equipment, such as backing up data or replacing paper, ink, or toner.

Performs system administration functions; researches addressing errors and makes corrections; researches information with Building Division, Palm Beach County web site, and other sources.

Attends meetings and serves on committees as required.

Communicates with supervisor, employees, other departments, contractors, customers, the public, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.

Conducts cross-training in all areas of customer service, including service, billing, collections and meter reading.

ADDITIONAL FUNCTIONS

Operates a motor vehicle to transport mail or conduct other work activities.

Performs general/clerical tasks, which includes typing documents, making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail.

Provides assistance to other employees or departments as needed.

Performs other related duties as required.

MINIMUM QUALIFICATIONS
High school diploma or GED.
College level course work or vocational training in basic accounting, customer service, and personal computer operations.
Three (3) years previous experience or training involving basic accounting, customer service, billing, accounts receivable, general office work, and personal computer operations, or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Must possess or obtain three (3) Utility approved customer service training certifications within the first two (2) years of appointment to this position.
Must possess and maintain a valid Florida driver's license. For application purposes, a valid driver's license from any state (equivalent to a State of Florida Class E) may be utilized with the ability to obtain the State of Florida driver's license within thirty (30) days from date of employment.

PERFORMANCE APTITUDES
Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.

Human Interaction: Requires the ability to apply principles of persuasion and/or influence over others in coordinating activities of a project, program, or designated area of responsibility.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.

Functional Reasoning: Requires the ability to carry out instructions furnished in written, oral, or diagrammatic form. Involves semi-routine standardized work with some latitude for independent judgment concerning choices of action.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
ADA COMPLIANCE

Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or work station.

Sensory Requirements: Some tasks require the ability to perceive and discriminate visual cues or signals. Some tasks require the ability to communicate orally.

Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as disease or pathogenic substances.

The Town of Jupiter, Florida, is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Town will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
Please select the link below to view the Town of Jupiter's current Full Time Benefit Summary Sheet:
01

Do you possess a High School Diploma or GED?

• Yes
• No

02

Do you possess three (3) years of experience or training involving basic accounting, customer service, billing, accounts receivable, general office work, and personal computer operations, or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities?

• Yes
• No

03

Do you possess the ability to obtain three (3) Utility approved customer service training certifications within the first two (2) years of appointment to this position?

• Yes
• No

04

Do you possess a valid Florida driver's license?

• Yes
• No

Required Question

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