Customer Service Representative I or II

3 weeks ago

Winter Park, United States City of Winter Park Full time
Description

GENERAL PURPOSE:

The Customer Service Representative I and II acts as a liaison to residents and the community, providing utility service information and resolving problems related to utility services. This work is performed under close supervision - the incumbent is assigned duties according to specified procedures and receives detailed instructions; work is checked frequently and reviewed through observation and review and accuracy of results achieved.

Examples of Duties

ESSENTIAL FUNCTIONS:

NOTE: The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position or to reasonably accommodate individuals with disabilities.

Professionally greet the public, actively listen, and take care of customer's needs by providing and delivering prompt, professional, helpful assistance to customer requests, concerns, needs, and complaints regarding their utility services.

Work directly with customers scheduled for disconnection for non-payment, or without order, and requesting payment arrangements.

Review customer accounts and file documents, distribute utility billing mail and correspondence, and service-related requests or orders daily.

Perform other work as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

General knowledge of departmental and municipal rules, regulations, policies, and procedures.

General knowledge of database software, spreadsheets, and word processing.

General knowledge of all city departments, city codes, policies, rules and regulations, and office policies.

Ability to collect, analyze, and assess problems and find workable solutions.

Ability to complete tasks promptly, multi-task, organize workload, meet deadlines, follow-up, and take tasks to completion.

Ability to maintain a calm demeanor and handle numerous interruptions while managing large amounts of incoming calls and customer service inquiries in person.

Ability to review and mathematically calculate utility bills and service deposits using appropriate utility service rates and Tariffs.

Ability to master the use of Utility Billing software.

Ability to understand and discuss billing questions, complaints, and concerns with customers in a professional, polite, and calm manner.

Ability to accurately type at least 45 words per minute.

Ability to establish and maintain effective relationships with employees, supervisors, city officials, and the general public.

Ability to communicate information tactfully and impartially, both in person and in writing with all staff, city officials, and the general public.

Ability to demonstrate proficiency in the City of Winter Park Core Competencies.

Ability to understand and follow oral and written instructions and keep accurate records.

This position is performed with general knowledge- the incumbent is generally familiar with the information contained in relevant source documents or information in a particular subject field; and has the ability to use relevant sources to obtain specific or supplemental information.

Typical Qualifications

MINIMUM QUALIFICATIONS:

Customer Service Representative I

High School Diploma or equivalent; supplemented by a minimum of one year of customer service experience in an electric and/or utility customer service environment. Coursework in office practices and procedures and strong telephone etiquette are preferred.

Must be able to accurately and consistently type 45 words per minute.

Bilingual Spanish is preferred. Munis (Tyler) Software experience is highly desired. Prior Utility Billing experience is a plus. Prior government and/or municipality experience is a plus.

Customer Service Representative II

Minimum qualifications must be met in conjunction with the ability to serve as the city liaison responsible for coordinating all commercial garbage requests with the city's hauler, and customers, and activating the proper service codes and rates. Prepare training manuals in cooperation with customer service supervisors. Serve as lead representative for demolition requests.

An equivalent combination of education, training, and experience, which provide the necessary knowledge, skills abilities, and other competencies required for the position may be considered.

Supplemental Information

OTHER REQUIREMENTS:

Physical

This is light work requiring the exertion of 0 - 20 pounds of force occasionally and 0 - 10 pounds of force frequently to lift, carry, push, pull, and reposition objects.

Ability to traverse about an ADA-accessible office setting, with or without reasonable accommodation.

Ability to remain stationary at a keyboard for extended periods of time and continuously operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer.

Ability to manipulate objects and demonstrate small, precise movements repetitively.

Environmental

Tasks are regularly performed in an office setting without frequent exposure to adverse environmental conditions.

Sensory

Tasks require the manipulation of objects and demonstration of small, precise movements, the ability to detect and distinguish various features of one's surroundings, and the ability to effectively communicate and exchange information with others.

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