Customer Service Representative

JOB SUMMARY

Under the general supervision of the Customer Service Supervisor, and/or the Utility Customer Service Manager, performs responsible office work in assisting the general public.  The Customer Service Representative is responsible for a number of customer-oriented tasks in a call center and/or face to face environment. These responsibilities include: responding to customer account open/close requests, customer inquiries, and requests for account information; negotiating payment arrangements; coordinating service requests; determining the most effective resolution to customer issues, and handling of customer payments. Responsible for providing effective customer service for all City of Cocoa customers by utilizing excellent, in-depth knowledge of products, services and programs.

ESSENTIAL JOB FUNCTIONS

• Receives and assists the general public by answering inquires, providing routine information to customers in person, via email, or answering telephone calls.

• Receives, counts, and balances daily intake of various forms of payment.

• Performs credit negotiations (payment extensions, arrangements for turn-ons/offs).

• Responds to billing inquiries and assists with customers' high bill complaints.

• Provides information about programs, products and services for all the municipalities the City of Cocoa bills services for.

• Report water emergencies and outages to appropriate departments.

• Provides data to customers requesting new service or for construction purposes.

• Seek resolution of customer complaints.

• Open, close, or transfer utility accounts at the request of customer.

• Reviews and verifies customer provided information against utility account records.

• Prepares appropriate work and/or job orders related to field work for connections, disconnections, transfers, re-reads, meter repairs/maintenance, etc.

• Receives and maintains routine records of cash and non-cash receipts for payment of bills, deposits, new meter installations, temporary meters, etc.

• Validates payments on a receipting machine, counts monies received and verifies transactions for bank deposit.

• Cross-reference bad debt accounts with service requests to collect outstanding balances.

• Files work orders, various reports, and miscellaneous paperwork.

• Explains departmental policy, rules and regulations to the general public via personal contact, telephone inquiry or email/fax in regards to rates and services offered and billed.

• The majority of position duties are required to be performed on-site.

• Operates computer, printer, validating machine, adding machine, telephone and/or headset, copier, scanner and other equipment which do not require previous training or experience.

• Provides back-up coverage for Customer Service Technician.

• Essential Employees may be required to work during a declared or undeclared emergency.

• Performs other related job duties as assigned.

Knowledge, Skills and Abilities:

• Knowledge of service records, customer accounting and collection procedures of the department.

• Knowledge of modern office procedures, practices and equipment.

• Skill in the use of a variety of computer programs, including Microsoft Office, Outlook and various office equipment.

• Ability to learn quickly and retain information on a wide variety of subjects.

• Ability to exercise good judgment in the making of minor decisions in accordance with policies and procedures and follow simple oral and written instructions.

• Ability to establish and maintain cooperative working relationships with city officials, staff, the general public and representatives of other agencies toward the accomplishment of assigned projects.

• Ability to gain the trust and cooperation of others to effectively communicate concepts and ideas.

• Ability to interact tactfully and courteously with the public and maintain composure in difficult and/or stressful situations.

• Bilingual, Spanish speaking preferred.

QUALIFICATIONS

Education and Experience:

High school diploma or GED certificate with one (1) year of experience encompassing public contact work; or an equivalent combination of education, training and experience

Special Qualifications:

Must possess a valid current Florida driver's license, or be able to acquire one within 45 days of hire.

PHYSICAL DEMANDS

The work is generally light and may require exerting up to 20 pounds of force occasionally, and up to 10 pounds frequently to move objects. Additionally, the following physical abilities are required:

• Lifting: Ability to lift and move objects

• Crouching: Bending the body downward and forward by bending leg and spine.

• Fingering: Dexterity, primarily with fingers, as in picking, pinching, or typing.

• Handling: Picking, holding, or otherwise working with the whole hand.

• Hearing: Ability to hear and understand at normal speaking levels with or without correction.

• Mental Acuity: Ability to make rational decisions.

• Reaching: Extending hand(s) and arm(s) in any direction.

• Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.

• Speaking / Talking: Ability to communicate clearly, accurately and concisely through speech.

• Sitting: Ability to sit for extended periods of time.

• Standing: Ability to stand for extended periods of time.

• Visual Acuity: Ability to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading, operating motor vehicles; including color, depth perception, and field vision.