CUSTOMER SERVICE REP

Job Description

Job Description

This Customer Service Rep – Electric/Water position is full-time (non-exempt) position is based on a 40-hour work week with a pay rate of $18.4111.

This position is part of the public employees Union (PEU) and will work at Utilities Building located at 120 N Federal Hwy #104, Lake Worth, FL 33460.

In addition, this position offers:

• Vacation and Sick Leave Accruals
• 13 Paid Holidays
• 3 Floating Holidays
• City of Lake Worth Beach Medical Benefits that include Life Insurance, Dental and Vision coverage
• Retirement Plan

JOB SUMMARY:

Under general supervision, responsible for handling Utility customer questions, payments, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one stop resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Receive, answer, resolve and process inquiries and issues from customers, contractors and other city departments by telephone, email, fax, or in person.
• Use computerized systems for information gathering, data resources, creating service requests, troubleshooting, etc.
• Research and verify Utility customer account information to provide information regarding services, products, billing, etc.
• Process and balance utility payment batches for payments received through mail and drop boxes to proper accounts.
• Accept and process new service applications, as well as service terminations and transfer requests.
• The examples of essential functions as listed in this classification specification are not necessarily descriptive of any one position in the class. The omission of an essential function of work does not preclude management from assigning duties not listed herein if such functions are a logical assignment in relation to the position.

KNOWLEDGE, SKILLS AND ABILITIES:

To perform this job successfully, an individual must be able to perform each essential duty and possess a positive, professional demeanor.

• Communicate effectively with supervisors, team members, other departments and the public, with customer service and professional demeanor.
• Communicate verbally and in writing in a concise, clear and professional manner.
• Learn new/revised processes quickly and follow instructions to ensure completion of assignments with accuracy and minimal supervision.
• Use multiple systems/applications simultaneously to complete assignments effectively and efficiently (Microsoft Office, Naviline, PayNearMe, Paymentus, Tantalus, etc).
• Adapt to changing assignments, procedures, etc., quickly and willingly to assist customers and team members.
• Stay updated on office guidelines, safety procedures, and all daily changes.
• Maintain strong attention to details, ensuring accurate completion of assignments and minimal repetition of customer requests.
• Deal with difficult situations/customers and conflict using de-escalation, empathy and knowledge.
• Demonstrate knowledge of utilities (electric and water) needed to assist customers.
• Knowledge of office equipment to use effectively and safely.
• High productivity with accuracy in a busy environment with multiple interruptions by using prioritization skills.

WORK ENVIRONMENT:

Office environment, fixed work schedule, face to face interaction with co-workers and customers, call center, sitting, standing, lifting light objects (up to 10 pounds).

EDUCATION AND EXPERIENCE:

Graduation from High School or equivalent, plus (3) years’ experience in a customer service office position performing the above skills and knowledge. Bilingual a plus or preferred.

All full-time employees are considered critical in response to emergency situations and may be deemed essential as needed depending on the situation.

Employees in this position will be required to complete the FEMA Incident Command System (ICS) Certification Levels 100, 200, 700 and 800 within the first six months of employment. Certain positions may be required to attain additional ICS training as needed.

The job description does not constitute an employment agreement between the City of Lake Worth Beach and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

The City of Lake Worth Beach is an Equal Opportunity Employer. In compliance with United States Equal Employment Opportunity guidelines and the Americans with Disabilities Act, this organization provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Applicants for positions with the City of Lake Worth Beach should know and be aware of the following:

Applicants for employment who become candidates for available employment positions should note employment is contingent upon satisfactory completion of all reference checks and pre-employment physical satisfaction. Upon request, information on the nature and scope of an inquiry will be provided under FS 119.

Furthermore, some of the job classifications within the City of Lake Worth Beach workforce are covered by Collective Bargaining Agreements with a union. Consistent with Chapter 447 of the Florida Statutes, a bargaining unit employee has the right to join or not join the union. However, the Union is not obligated to represent a non-member.