Customer Service Representative

Customer Service Representative

Under the general supervision of the Customer Service Supervisor, and/or the Utility Customer Service Manager, performs responsible office work in assisting the general public. The Customer Service Representative is responsible for a number of customer-oriented tasks in a call center and/or face to face environment. These responsibilities include: responding to customer account open/close requests, customer inquiries, and requests for account information; negotiating payment arrangements; coordinating service requests; determining the most effective resolution to customer issues, and handling of customer payments. Responsible for providing effective customer service for all City of Cocoa customers by utilizing excellent, in-depth knowledge of products, services and programs.

Knowledge, Skills and Abilities: Knowledge of service records, customer accounting and collection procedures of the department. Knowledge of modern office procedures, practices and equipment. Skill in the use of a variety of computer programs, including Microsoft Office, Outlook and various office equipment. Ability to learn quickly and retain information on a wide variety of subjects. Ability to exercise good judgment in the making of minor decisions in accordance with policies and procedures and follow simple oral and written instructions. Ability to establish and maintain cooperative working relationships with city officials, staff, the general public and representatives of other agencies toward the accomplishment of assigned projects. Ability to gain the trust and cooperation of others to effectively communicate concepts and ideas. Ability to interact tactfully and courteously with the public and maintain composure in difficult and/or stressful situations. Bilingual, Spanish speaking preferred.

Qualifications: High school diploma or GED certificate with one (1) year of experience encompassing public contact work; or an equivalent combination of education, training and experience. Special Qualifications: Preferred but not required, possess a valid current Florida driver's license, or be able to acquire one within 45 days of hire.

Physical Demands: The work is generally light and may require exerting up to 20 pounds of force occasionally, and up to 10 pounds frequently to move objects. Additionally, the following physical abilities are required: Lifting: Ability to lift and move objects Crouching: Bending the body downward and forward by bending leg and spine. Fingering: Dexterity, primarily with fingers, as in picking, pinching, or typing. Handling: Picking, holding, or otherwise working with the whole hand. Hearing: Ability to hear and understand at normal speaking levels with or without correction. Mental Acuity: Ability to make rational decisions. Reaching: Extending hand(s) and arm(s) in any direction. Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers. Speaking / Talking: Ability to communicate clearly, accurately and concisely through speech. Sitting: Ability to sit for extended periods of time. Standing: Ability to stand for extended periods of time. Visual Acuity: Ability to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading, operating motor vehicles; including color, depth perception, and field vision.

Medical, Dental, Vision, Life Insurance, and Long Term Disability 11 Paid Holidays per year Vacation & Sick Time Complimentary Health Clinic Retirement Discounts, Wellness Benefits, and much more!