Customer Service Representative

Job Title

Under the general guidance and leadership of the City Clerk/Treasurer, this is technical clerical work involving contact with customers in the utility billing and customer service department. The primary functions are payment collection and account maintenance. Extensive engagement with the general public in a customer-focused manner via in-person contact, telephones and written communication is a key responsibility of this position. This position involves working with citizens all day in various roles and is an extroverted role.

Major Functions

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.

• Serve as the liaison and customer service support for City of Panama City team members, leadership and the general public.
• Answering and processing incoming inquiries and concerns from customers in a cooperative, friendly, effective and customer-focused manner.
• Communicate in an efficient, prompt and courteous manner with all internal and external customers in person or by phone.
• Answers email communications in a professional, courteous and accurate manner.
• Assists with opening and closing customer water, sewer and garbage accounts.
• Corresponding with customers, processing applications, terminating services and transferring accounts.
• Tracking and maintaining records for new taps and completing work orders in writing with specific details for service connections.
• Preparing accurate and complete forms, including installation and removal work orders, final billings, refund reports and collection reports.
• Maintains various records, reports and accounts utilizing various systems.
• Process credit card and e-check payments through the third-party collector.
• Maintains automatic bank drafting files and applications.
• Research, track and resolve issues regarding returned checks, e-checks and bank drafts.
• Resolve customer concerns, including solving problems involving computation of bills, bill adjustments, high consumption readings, illegal consumption, etc., in a professional and courteous manner.
• Maintaining and updating the meter reading program, billing master file for utility billing and final billing.
• Entering meter reading data into the computer system.
• Transferring meter data from the mainframe and uploading it into the interrogator program for the service department to verify and correct.
• Reviewing all high readings and determining any necessary adjustments.
• Reviewing all bills before mailing for accurate data.
• Operating cash register, receiving and verifying payments on accounts.
• Balancing monies received and preparing daily reports.
• Perform other duties as assigned.

Knowledge, Skills and Abilities

• Ability to work independently with limited supervision.
• Strong knowledge and accuracy in data entry.
• Basic mathematical skills to understand and evaluate the logical compilation of calculations.
• Ability to comprehend and learn the billing services provided by the City
• Ability to answer multiple telephone lines courteously and efficiently.
• Ability to fill out forms accurately and completely online and in writing.
• Ability to analyze financial transactions and make proper determinations as to the accuracy of billing.
• Excellent customer service skills, including the ability to explain complex issues to others.
• Ability to be empathetic to concerns and explain processes available.
• Strong skills in Microsoft Office products (Word, Excel, PowerPoint, and Outlook).
• Ability to learn and utilize third-party software in an independent and efficient manner.
• Ability to establish and maintain professional, cooperative, team-focused and effective relationships with team members, other agencies, other departments, leaders and the general public.
• Excellent ability to communicate effectively and professionally, both orally and in writing.

Minimum Qualifications

• Graduation from high school or possession of an acceptable equivalent diploma.
• Bilingual (English/Spanish) preferred.
• Two (2) years of clerical or bookkeeping experience.
• Valid Driver's License.

A comparable amount of training or experience may be substituted for the minimum qualifications.

Physical Demands

The physical demands described here are representative of those that must be met by the team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasionally - Squat/Kneel, Climb, Reach above Shoulder and Reach Outward, Drive.
• Frequently - Lift/Carry: 10-20 lbs., Push/Pull:12-25 lbs., Bend, Twist/Turn, Stand, Walk
• Constantly – Lift/Carry 10 lbs. or less, Push/Pull 12 lbs. or less, Handling/Fine Motor Skills, Acceptable Hearing (with or without accommodations), Acceptable Vision (with or without accommodations), Type/Keyboard, Sit.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed predominantly in an office environment. The position requires sedentary work that involves walking or standing some of the time, and routine keyboard operations.

Risk/Safety Conditions

The position involves a minimal degree of risk with time-sensitive deadlines being a consistent part of the job.

Disclaimer

These are intended only as illustrations of various types of work performed. The omission of specific duties does not exclude them from the position.

The City of Panama City is an Equal Opportunity Affirmative/Action Employer