Customer Service Representative

Job Title

Position Overview

This position serves as the primary point of contact for many residents and customers, ensuring a positive customer experience while accurately processing utility payments and other City revenues. By providing courteous service and maintaining accurate financial records, this role helps support the City's operations, protects the integrity of public funds, and builds trust with the community.

Position Functions

• Record initial and final meter reading data, initiate location and customer numbers for new services, meters and addresses and enter proper account information details.
• Generate work order for field completion for both the Utility Billing and Water Resources Divisions.
• Analyze customer concerns and complaints and provide reasonable resolution.
• Prepare corrected utility bills by manual calculation of the original billed charges. Calculate accurate adjustments to customer accounts to a limit of $500.00.
• Collect, balance and prepare for posting all cash receipts for both Munis and EnerGov, including, utility payments, State of Florida payments, permits, inspections, etc.
• Using a POS system, balance all receipts daily including Tyler Cashiering, EnerGov receipts and any electronic payments as requested. Payments must balance or research errors.
• Posting daily batches to include electronic payment files such as Paymentus, Paymode X, and Lockbox services, under the supervision of the supervisor. Process lien searches as needed.
• Perform additional duties as assigned. Be available for emergency call-outs.
• In the event of an emergency, all employees are considered essential and may be required to perform duties outside of their normal job description.
• Complete required trainings as specified within the City Comprehensive Emergency Management Plan.
• Assume unsupervised responsibility for closeouts, initials, and final of accounts.

Qualifications

MINIMUM QUALIFICATIONS:

• Customer Service Representative I: One (1) year experience with bookkeeping or accounting in a computerized environment with a minimum of six (6) months in customer service environment. High School Diploma or G.E.D.
• Customer Service Representative II: Same as Customer Service Representative I, however, three (3) years' experience with bookkeeping or accounting in a computerized environment with a minimum of one (1) year experience in utility customer service and/or billing.
• Customer Service Representative III: Same as Customer Service Representative II, however, five (5) years' experience with bookkeeping or accounting in a computerized environment with a minimum of three (3) years' experience in utility customer service and/or billing.
• Proficiency in the use of Microsoft Office Suite applications such as Word, Excel, and Outlook in addition to internet searches.
• Valid driver license. Must obtain Florida driver license within thirty (30) days of employment.

PREFERABLE QUALIFICATIONS:

• Experience with Tyler Technologies
• Willingness to adopt AI and emerging technologies.

Supplemental Information

Applicants will be required to complete a Disclosure & Authorization Regarding Background Investigation (includes credit check), a Confidentiality Agreement and a criminal background screening.

Driving history for the past three (3) years must reflect no violations of a driving related offense, or driving under the influence (DUI) which includes both drugs and alcohol, reckless driving, or hit and run involving an occupied vehicle or attended property, or an accumulation of traffic violations, plus three (3) points for each attendance at driving school (regardless of whether points were assessed against the license) where the penalty points do not exceed twelve (12).

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