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.