Customer Service Representative I

Utility Billing Clerk

The Starting Hourly Rate of Pay For This Position is $23.03 Come to a City that Builds Careers! As one of the largest cities in Broward County, the City of Hollywood provides an energetic, innovative and collaborative work environment for its employees. Want Top Notch Insurance? We offer low cost health insurance giving you the best value - Medical, Dental, Vision and Flexible Spending Plans. Need Work Life Balance? We have got you covered with a 4-Day Work Week and an Award Winning Wellness Program. And We Don't Stop There. The City of Hollywood provides a generous Paid Time Off Program inclusive of 13 Paid Holidays, Vacation Leave, Personal Leave, and Sick Leave. Repaying Student Loans? Employees at the City with 10 years of public service and on-time payments qualify for the Federal Student Loan Forgiveness Program. Let's Partner Together and Come Grow with the City of Hollywood.

JOB SUMMARY: Under the general supervision of the Customer Service Manager or other administrative superior, incumbent is responsible for a variety of routine clerical duties relating to the collection and reconciliation of utility payments; the maintenance and adjustment of customer accounts and related records; and the opening and closing of utility accounts, receiving, and maintaining records of cash receipts for payment of bills, taxes, and fees. Work requires considerable facility in resolving customer concerns, communication, counting money and making change, but is performed according to established and well-defined procedures. Works involves extensive contact on the telephone and in person with members of the general public, the Utility Billing Office employees, and with employees of other City departments. Work is performed under supervision and is checked by daily.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Receive utility bill payments by mail and in person and credit to correct customer accounts.
• Maintain customer accounts and related records incidental to cashier operations and issue appropriate receipts.
• Sort, review, and balance receipts daily; prepare accurate detailed reports of collections in accordance with established policies and procedures.
• Open new utility accounts and initiate new service; close accounts when required.
• Answer customer inquiries and concerns over the counter, via email or by telephone.
• Assist customers in resolving routine account problems including billing errors.
• Assist with the mailing and recording of non-access letters to customers.
• Initiate meter check reads and meter bench tests, meter turn-ons, and turn-offs when required.
• Correct routine errors in the customer master file database. Files records and reports and performs related clerical work as assigned.
• Must effectively and positively represent the City in delivering and performing work with colleagues and clients, irrespective of gender, race, religion, age, disability, political affiliation or belief, or sexual orientation.
• Must establish and maintain effective and professional relationships with work colleagues, supervisors, and managers.
• Performs related work as required for this position description only.

EDUCATION/EXPERIENCE: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Required: High School Diploma or GED plus one (1) year of experience working with the public and cash handling, preferably in a large volume operation or similar work environment. Preferred: Associate's Degree plus two (2) years of cash handling and customer service experience. Additional education and experience or an equivalent combination of training and experience may be substituted for the above requirements.

• Valid Driver's License: With proof of automobile insurance
• Background Check: Must have an acceptable background record
• Driving Abstract: Must have an acceptable driving record

KNOWLEDGE, SKILLS, ABILITIES:

• Knowledge of City and Public Utilities regulations, rules, procedures, and functions relating to utility accounts and billing, including procedures for correcting routine billing errors.
• Knowledge of office procedures, methods and equipment, including particular reference to receiving and accounting for the receipt of cash.
• Knowledge of methods of handling and accounting for money and negotiable instruments.
• Skill in the operation of validating machines, cash registers and other office equipment.
• Ability to operate a Windows PC and use Microsoft Office applications including Word, Excel and Outlook.
• Ability to communicate effectively, both verbally and in writing.
• Ability to meet and deal with people effectively.
• Ability to make rapid and accurate arithmetic computations.
• Ability to establish and maintain effective working relationships with employees and the public.
• Ability to prepare accurate reports in a timely manner.
• Ability to establish and maintain effective and professional relationships with work colleagues, supervisors, managers, and the public.

PHYSICAL DEMANDS: The physical abilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to walk, sit, write, hear, speak and be required to exert in excess of 25 pounds of force occasionally and/or in excess of 10 pounds of force frequently, and/or in excess of 5 pounds of force constantly to move objects. Specific vision abilities required by this job include close and distance vision, peripheral, and depth perception.

WORK ENVIRONMENT: Work is performed primarily in an office environment that requires the employee to be sensitive to change and responsive to changing goals, priorities, and needs.