Customer Service Specialist

Utility Service Representative

The purpose of the class is to service new or existing customer accounts. The class is responsible for providing utility account information, processing utility service requests, issuing work orders, reading and recording meter information, and maintaining files and records. The class works within a general outline of work to be performed; develops work methods and sequences under general supervision.

Essential Job Functions:

• Accepts customer requests for utility service, provides service information and processes request.
• Generates work orders and performs other services to establish accounts.
• Able to collect, compile and analyze complex data to identify issues and determine appropriate action needed.
• Establishing and maintaining cooperative working relationships with managers, supervisors, employees, vendors, customers, and the public.
• Assists with organization and operations of the Customer Service Department.
• Operation of a multiline phone system.
• Must be flexible & able to maintain professional disposition during diverse & stressful conditions.
• Receive payments by cash, check, credit cards, vouchers or negotiable instruments for deposits on new accounts and payment of bills and receive payments for various municipal services offered through different departments.
• Reads utility meters, records information, and services meters and associated equipment as required.
• Coordinates with customers as required to solve problems, gain access to meters, resolve high consumption, or take other customer service actions.
• Accepts receipts for, and processes utility payments; manages receipts and makes deposits.
• Performs administrative functions such as recording information, maintaining files, compiling reports, preparing correspondence, and other administrative tasks as required.
• Attends staff meetings to exchange information; attends in-service training and technical or professional classes' skills.

Minimum Requirements:

• Requires a high school diploma or GED equivalent; and a minimum of two (2) years of prior customer service experience in public or business administration or related subject, or an equivalent combination of training and experience, which provides the required knowledge, skills, and abilities necessary for satisfactory job performance. Must have experience with Microsoft Office applications, data entry, proficient keyboarding skills, and operation of 10-key calculator, telephone etiquette and ability to handle difficult situations with assisting customers, problem solving and multitasking. Requires experience with cash handling. Experience working in a utility or municipal environment preferred. Prior experience with HTE NaviLine preferred. Mathematical skills required.
• Must possess a valid Florida driver's license and satisfactory driving record as a condition of initial and continued employment.
• Special skills or equipment certification may be required.

Benefits:

• Health Insurance: Health Insurance is effective after 90 days of employment. Employees may elect a PPO or HMO plan. Provider is BCBS of Florida.
• Dental Insurance: Dental Insurance is effective after 90 days of employment. Employees may elect a PPO or HMO plan. Provider is Mutual of Omaha.
• Vision Insurance: Vision Insurance is effective after 90 days of employment. Provider is Mutual of Omaha.
• Employee Wellness Center: Free to employees, dependents, and retirees who are enrolled in the City's health insurance. The EWC provides free onsite Health Risk Assessments, doctor appointments, basic lab work, and some generic prescriptions.
• Retirement: A (401A) non-contributory defined contribution pension is provided for general employees. The City contributes 5%. Certified Police employees join the Chapter 185 Plan which requires employees contribute a predetermined percent into the plan. Certified Fire employees participate in a plan which exceeds the requirements of Chapter 175 and which requires employees contribute a predetermined percent into the plan. All employees may elect to tax defer an amount allowed by the IRS to a 457 deferred compensation account.
• Life Insurance: $50,000.00 policy - 50% at age 70 for general employees, police and fire - 100% premium paid.
• Bereavement Leave: 24 hours of leave with pay.
• Holidays: 11 paid holidays.
• PTO Sell Back program: Employees are eligible to sell PTO time back to the City, a maximum of 2 times per fiscal year for a total of 160 hours. Employees can only sell back as much PTO time as they have actually used in the previous 12 months. Employees covered by a CBA may sell time a maximum established by their written bargaining agreement.
• Computer Purchase: The City will finance the employee's purchase of an approved computer system up to $1,000.00. Total of loan divided by 39 payroll deductions.
• Fitness Programs: The City will pay 50% payment of the monthly fee for the employee and spouse for one fitness center each. Participating centers are: Not the Norm Crossfit, Planet Fitness, Anytime Fitness, and Infinity Fitness.
• Safety Shoes: The City will pay up to $150.00 per year for the cost of one pair of approved safety shoes/boots for those positions requiring safety shoes/boots.