Client Relations Representative II

2 weeks ago

Fort Myers, Florida, United States City of Fort Myers, FL Full time
Salary: $20.22 Hourly

Location: Fort Myers, FL

Job Type: Full-Time

Department: Solid Waste - Container Collection

FLSA: Non-Exempt

Position Overview:

The City of Fort Myers is dedicated to fostering a supportive work environment, transforming roles into lasting careers. The salary indicated represents the complete range for this position, accommodating both entry-level and experienced candidates.

New hires are typically brought on at or near the entry-level salary, based on qualifications and relevant experience.

FLSA Status: Non-Exempt Safety Sensitive: NO Level II Screening: NO

Under the supervision of the designated manager, this role encompasses a variety of office support and administrative tasks, while building a positive rapport with the community through exceptional customer service. The individual will be responsible for delivering outstanding service to both internal and external clients, which includes various City departments and vendors. This position is broad in scope, with specific roles assigned based on departmental needs and staffing levels. There are no supervisory duties associated with this role.

Emergency Responsibilities:

Essential Employees may be required to work during declared emergencies, which could involve extended hours on short notice.

Non-Essential Employees will not be mandated to work during such emergencies, with scheduling determined by the department head.

Benefits and Perks
  • Complimentary city-funded health coverage for employees, with options for family coverage
  • Three weeks of Paid Time Off (sick and vacation)
  • Thirteen paid holidays annually
  • Pension plan and optional Deferred Compensation
  • City-funded life insurance
  • Optional Vision, Dental, and Disability Insurance
  • Tuition reimbursement opportunities
  • Access to an on-site gym facility
  • And additional benefits
Key Responsibilities
  • Execute a comprehensive range of customer service tasks; respond to inquiries; investigate, resolve, and address customer issues and complaints; clarify departmental policies and procedures to the public; assess customer needs and guide them to the appropriate staff member or City department.
  • Coordinate service requirements for the department and clientele.
  • Consistently provide courteous, friendly, and high-quality customer service.
  • Utilize computer systems to process payments, establish new accounts, and update existing account information.
  • Conduct data entry tasks.
  • Welcome customers and engage with them via phone, internet, or in-person interactions.
  • Investigate customer concerns and propose solutions.
  • Handle clerical responsibilities, including typing correspondence, filing, and managing mail.
  • Process incoming and returned mail efficiently.
  • Sort and distribute mail to appropriate city personnel, accept package deliveries, and coordinate outgoing shipments.
  • May be tasked with generating basic operational reports.
  • This position requires consistent attendance and the employee's physical presence at the workplace.
  • Perform additional duties as assigned.
When Assigned to Public Works Utilities Billing:
  • Transfer customer service requests between locations within the City limits.
  • Address customer inquiries and complaints related to all utilities provided by the City; investigate customer issues and, upon approval, make necessary billing adjustments while maintaining accurate documentation.
  • Open new accounts and ensure all required information is collected from new customers.
  • Make judgment calls regarding meter operations and assess any necessary back billing.
  • Process requests for vacation holds, deposits, and update customer contact information.
  • Schedule service turn-ons and cut-offs to align with customer availability.
  • Establish payment arrangements to safeguard revenue and ensure adherence to payment schedules.
  • Review delinquent accounts for commercial clients and notify them of potential service interruptions.
  • Create work orders for field personnel, addressing customer concerns and closing completed tasks.
  • Coordinate utility locates, inform emergency responders of road closures, and monitor the Operations channel of the City's radio system.
  • Generate reports for regulatory agencies as required.
  • Perform cashiering and work order functions.
Knowledge, Skills, and Abilities
  • Familiarity with modern office practices, methods, and equipment, including computers and telecommunication devices.
  • Understanding of business letter writing principles and basic report preparation.
  • Proficiency in English usage, spelling, grammar, and punctuation.
  • Ability to maintain accurate records and reports.
  • Competence in computer applications such as word processing and spreadsheets.
  • Skill in customer service and public relations techniques.
  • Ability to comprehend the organization and operations of the City and relevant agencies.
  • Capability to interpret and apply administrative and departmental policies and procedures.
  • Ability to exercise tact and judgment in addressing inquiries and resolving issues.
  • Ability to implement and maintain standard filing systems.
  • Proficiency in operating modern office equipment and software.
  • Ability to manage pressure and frequent interruptions while maintaining a high level of public contact.
  • Awareness and appreciation of the community's cultural diversity.
  • Effective communication skills, both verbal and written.
  • Ability to establish and maintain productive working relationships.
Minimum Requirements
  • High School diploma or GED.
  • Two to three years of experience in customer service-related roles, including data entry and computer use; or training that provides the necessary knowledge, skills, and abilities.
  • Possession of a valid Florida Driver's License with an acceptable driving record.
Physical Demands and Working Conditions

This role typically involves the following physical activities:
  • Balancing, climbing, reaching, and repetitive motions.
  • Effective communication, including speaking and listening.
  • Standing, stooping, crouching, and walking.
  • Visual acuity for data preparation and analysis.
  • Lifting and handling light objects.
Work is primarily conducted in an office environment, requiring prolonged periods of sitting.

Work Environment
  • Office setting with potential for varied hours, including nights, weekends, and holidays.
To successfully perform this job, an individual must be able to fulfill the essential functions satisfactorily. Reasonable accommodations may be made for individuals with disabilities to perform the primary job functions described herein. Employees may be required to undertake duties not explicitly detailed in this job description, which may be reasonably considered incidental to their responsibilities.

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