Customer Service Clerk III - Customer Service Department

Please submit the General Employment Application for this position to HResources@cityofhomestead.com

General Function:

Work involves responding to customer concerns and needs regarding their utility accounts and performing operational functions necessary to provide the highest level of customer service. May function as a team leader to include providing feedback to staff and management on day-to-day issues related to operations.

Reports To:

Director of Customer Service

Superintendent of Customer Service

Supervisory Responsibilities:

Cashiers

Clerk II

Temporary Employees

Essential Duties and Responsibilities:

• Responds to customer questions, problems/complaints.

• Ensures that new accounts are in service and properly recorded in the utility billing system.

• Assists in the update and maintenance of customer files.

• Processes work orders for all types of services.

• Perform duties involving utility billing, customer service clerks, and other related duties.

• Performs nightly billing, balancing review, bank draft, and quality assurance of Cashiers and Clerk II's work.

• Acts to resolve customer issues that can't be handled by Cashiers and Clerk II's.

• Provides training on Utility Billing Systems procedures for Cashiers and Clerk II's.

• Works with the Superintendent to develop improved workflow and practices.

• Schedules hours of work for team members.

• Provides direction to staff in daily procedures.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Qualifying individuals with disabilities may be provided reasonable accommodations to enable them to perform the essential functions.

Type of Appointment/Work hours:

• Full-time/Regular in-person position.

• Standard workweek, which is forty (40) hours of work per week consisting of five (5) days of eight (8) hours per day or four (4) days of ten (10) hours per day. The work day may be varied for the efficient delivery of public service.

• Will be required to work other than the standard workweek on occasion, including evenings, weekends, and/or holidays.

• Will be required to work occasional overtime or shift assignments, if applicable.

Physical and Environmental Demands or Conditions:

The physical and environmental demands for this position have been listed on the last page of this description. Physical and environmental demands must be met to successfully perform the essential duties and responsibilities of this position.

Requirements:

• Must possess a high school diploma or its equivalency.

• Prior supervisory experience preferred.

• Vocational training or some formal training on a computer, proficient in AS400.

• Must have excellent communication skills.

• Must be able to comprehend and follow written and verbal instructions. Bilingual is desirable.

• Must be able to work in a fast-paced environment.

• Must take a skills test.

• Must have a valid Florida Driver's License with a clean driving record.

• Must pass a background screening process to include credit history.

Core Competencies:

• Judgment

• Sound decisions based on fact; uses logic to solve problems.

• Quality of Work

• Performs work thoroughly, accurately, and professionally.

• Reliability

• Timely and consistently completes assigned work; consistently reports to work and is punctual.

• Safety

• Committed to ensuring a safe environment and complies with applicable safety standards.

• Technical Capability

• Applies knowledge to identify issues and works to develop skills; demonstrates knowledge of techniques, skills, and equipment.

Work Authorization/Security Clearance:

• The employee must successfully pass a background screening process and must comply with the Drug-Free Workplace policy.

• The City will also verify the identity and employment authorization of individuals hired so the proper completion of Form I-9 is required, which includes the employee providing documents evidencing identity and employment authorization.

All of the above information is intended to indicate the general nature and level of work performed by employees in this position. This description is not intended to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of employees assigned to this position. Duties, responsibilities, and activities may change at any time with or without notice.