Customer Service Representative

The Position

Come to a City that Builds Careers! As one of the largest cities in Broward County, the City of Hollywood provides an energetic, innovative and collaborative work environment for its employees. Want Top Notch Insurance? We offer low cost health insurance giving you the best value - Medical, Dental, Vision and Flexible Spending Plans. Need Work Life Balance? We have got you covered with a 4-Day Work Week and an Award Winning Wellness Program. And We Don't Stop There. The City of Hollywood provides a generous Paid Time Off Program inclusive of 13 Paid Holidays, Vacation Leave, Personal Leave, and Sick Leave. Repaying Student Loans? Employees at the City with 10 years of public service and on-time payments qualify for the Federal Student Loan Forgiveness Program. Let's Partner Together and Come Grow with the City of Hollywood. Apply Now!

For more information about this position and our competitive pay, benefits package and pension plan, refer to this job posting or our City website athttps://www.governmentjobs.com/careers/hollywoodfl.

JOB SUMMARY:

Under the general supervision of the Customer Service Manager or other administrative superior, incumbent is responsible for a variety of routine clerical duties relating to the collection and reconciliation of utility payments; the maintenance and adjustment of customer accounts and related records; and the opening and closing of utility accounts, receiving and maintaining records of cash receipts for payment of bills, taxes and fees. Work requires considerable facility in resolving customer concerns, communication, counting money and making change, but is performed according to established and well defined procedures. Works involves extensive contact on the telephone and in person with members of the general public, the Utility Billing Office employees and with employees of other City departments. Work is performed under supervision and is checked by daily.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Receive utility bill payments by mail and in person and credit to correct customer accounts.

• Maintain customer accounts and related records incidental to cashier operations and issue appropriate receipts.

• Sort, review, and balance receipts daily; prepare accurate detailed reports of collections in accordance with established policies and procedures.

• Open new utility accounts and initiate new service; close accounts when required.

• Answer customer inquiries and concerns over the counter, via email or by telephone.

• Assist customers to resolve account problems including billing errors.

• Adjust utility bills for billing errors, leaks, pool fills, vacation, garbage, and other authorized routine purposes according to procedures as directed.

• Initiate meter check reads and meter bench tests, meter turn-ons and turn-offs when required.

• Correct routine errors in the customer master file database.

• Files records and reports and performs related clerical work as assigned.

• Must effectively and positively represent the City in delivering and performing work with colleagues and clients, irrespective of gender, race, religion, age, disability, political affiliation or belief, or sexual orientation.

• Must establish and maintain effective and professional relationships with work colleagues, supervisors and managers.

• Performs related work as required for this position description only.

The Requirements

EDUCATION/EXPERIENCE:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required:

High School Diploma or GED; plus one (1) year of experience working for the public and cash handling, preferably in a large volume operation or closely similar public contact work as may be required by the particular position.

Preferred:

Associate's Degree plus two (2) years of cash handling and customer service experience.

Additional education and experience or an equivalent combination of training and experience may be substituted for the above requirements.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Valid Driver's License: With proof of automobile insurance

• Background Check: Must have an acceptable background record

• Driving Abstract: Must have an acceptable driving record

KNOWLEDGE, SKILLS, ABILITIES:

• Knowledge of City and Public Utilities regulations, rules, procedures, and functions relating to utility accounts and billing, including procedures for correcting routine billing errors.

• Knowledge of office procedures, methods and equipment including particular reference to receiving and accounting for the receipt of cash.

• Knowledge of methods of handling and accounting for money and negotiable instruments.

• Skill in the operation of validating machines, cash registers and other office equipment.

• Ability to operate a Windows PC and use Microsoft Office applications including Word, Excel and Outlook.

• Ability to communicate effectively, both verbally and in writing.

• Ability to meet and deal with people effectively.

• Ability to make rapid and accurate arithmetic computations.

• Ability to establish and maintain effective working relationships with employees and the public.

• Ability to prepare accurate reports in a timely manner.

• Ability to establish and maintain effective and professional relationships with work colleagues, supervisors, managers and the public.

PHYSICAL DEMANDS:

The physical abilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to walk, sit, write, hear, speak and be required to exert up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. May require fingering: picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling. Specific vision abilities required by this job include close and distance vision, peripheral, and depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

Work is performed primarily in an office environment that requires the employee to be sensitive to change and responsive to changing goals, priorities, and needs.

The Examination

Examination:Depending on the number of applicants and the quality of their education and experience, the examination may consist of one or more of the following tests: written examination, performance examination, education and experience evaluation, oral examination and/or other job related examinations.

You will be notified of the time and place of your examination when you file or later by mail. A passing grade is required on each part of the process. Repeated participation in any examination for which the same test is used is limited to once every 6 months. Your examination results will be sent by email as soon as possible after the grading is completed.

Final passing grades are used to determine a candidate's position on the eligibility list of successful candidates. Departments fill vacancies from this list. The top three names are considered for each vacancy unless otherwise modified. Those not appointed are returned to the eligibility list for further consideration in accordance with the Civil Service Ordinance. Your name will remain on a register for one year for open competitive examinations and two years for closed competitive except where labor contract conflicts.

Your name may be removed from an eligibility list prior to one year according to Hollywood's Civil Service Ordinance or labor contracts. Your eligibility may be cancelled if you refuse a position or if you are not available for work. You are responsible for notifying the Employment Office, in writing, of any change in your address or telephone number.

Special Accommodation and Communication Needs:The City of Hollywood provides necessary reasonable accommodation in the examination process upon request to persons with disabilities. Such requests must be madePRIORto any scheduled examination.

Veteran's Preference:The City values the service that veterans and their family members have given to our country, and as such, proactively recruits and hires veterans and qualified spouses to the greatest extent possible. Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements. To obtain veteran's preference, candidates MUST submit a copy of separation papers (DD214) and meet eligibility requirements as stipulated by the Florida Statutes.For additional information, please refer to the

Florida Department of Veterans' Affairs.

Additional Information

All successful applicants will be required to pass an extensive background which may include criminal history searches, driving history checks, credit report, courthouse searches, education verification, employment verification, professional license verification, or other search methods as deemed necessary for the position. In addition, the applicant will be required to undergo a medical examination, which may include a drug screening, prior to appointment.

EMPLOYMENT OF RELATIVES:The City of Hollywood has an Ordinance which regulates the employment of relatives of City employees. Effective January 28, 2008, a relative may only be hired under the following additional conditions:

• The relative must have competed in an appropriate examination process as determined by Human Resources and be placed on a civil service eligibility list;

• The relative must be among the top three ranked candidates available on the certified eligibility list unless expanded by the Civil Service Board;

• The Department or Office Director and the Director, Human Resources must demonstrate that it is in the best interests of the City of Hollywood to hire the relative of a public officer or employee.

As of 12/15/2005 the City will require all newly hired employees to sign an affidavit affirming non-usage of tobacco or tobacco products within the last yearprior to submission of application and will continue to be a non-user of tobacco products throughout employment with the City of Hollywood.

REASONABLE ACCOMMODATION: The Employment Office will make reasonable efforts in the examination and workplace to accommodate persons with disabilities. Please advise Human Resources of special needs by calling (954) 921-3216.

All applicants receive consideration for employment regardless of race, color, religion, gender, national origin, age, abilities, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression (except as limited by law, Personnel Rules, Collective Bargaining Agreements, or bona fide occupational disqualifications).

The City of Hollywood is an Equal Opportunity / Equal Access Employer.