Customer Service Representative I - High Volume Call Center / Utilities Department

General Information

Location: 3647 Cortez Rd. W Bradenton, FL 34210

Hours: Monday

• Friday / 8am

• 5pm

This classification performs entry level customer service and customer accounting functions, working in a highly interdependent team environment where the coordination of effort to enhance team performance and achieve customer satisfaction is the primary focus.

Areas of assignment: Cashiering, Call Center, Billing, Collections

Working Conditions

Indoor/Office environment; high noise environment while performing certain responsibilities. Lifting equipment up to 25 lbs. alone; up to 75 lbs. with assistance.

Job Description

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.

Learns and executes a wide variety of entry level skills associated with customer service, which include applicable policies, rules and procedures, regulations, rates and the customer information system. Customer service includes, but is not limited to, direct customer contact (phone and in person), proper processing of customer requests and payments; creates, maintains, and closes work-specific service orders.

Works efficiently and tactfully in a demanding, high stress environment to answer and effectively satisfy assigned inquiries and complaints.

Creates, updates, and maintains customer information, notes, and records as required.

Makes appropriate decisions, in accordance with established policies and procedures.

Processes assigned customer correspondence and takes appropriate action.

Processes financial transactions, including customer payments; correctly counts money and makes accurate mathematical computations.

Consistently interacts with others in a proactive professional manner.

Communicates clearly, effectively and tactfully, orally and in writing.

Additional Duties

Performs other related work (including weather or other extreme emergency duties) as required.

Minimum Qualifications

High school graduate/equivalent.

Minimum of two (2) years clerical customer service oriented experience.

Minimum of one (1) year of financial or cashiering experience.

Prior experience in a customer service call or support center environment highly desired.

Must achieve all skill level requirements in assigned AREA of the SECTION within one year of hire (training provided).

Equivalent combinations of education and experience may be considered.

Knowledge/Abilities/Skills

Ability to sit at a work station utilizing a personal computer and maintaining concentration for long periods of time.

Ability to research and analyze activity on customer accounts.

Skill in computer operations, including pertinent software applications and a specialized Customer Service system.

More

Minimum of 1 year of experience in a high-volume inbound call center, answering a high volume of incoming calls through the telephone queue and processing customer requests in a courteous, efficient, and professional manner at all times.

Full Time Positions

Employee Assistance Program (EAP):

• ComPsych - offers all employees and their family members with emotional, financial, legal, and work/life balance support.

• LAMP counselors available for personal support including emotional, substance abuse, marital, and financial issues.

• Five (5) free visits annually for employees and covered family members.

Wellbeing Benefits:

• Wellness/Health Coaches (5 Free per year)

• On-site Fitness Centers for you and your dependents with 24/7 access

• Personal Training (5 Free per year)

• Pharmacy Technician

• Group Fitness Classes

• Musculoskeletal Physical Therapy Management

• Diabetes Care Program

• Registered Dietician (5 Free per year)

• Massages with licensed therapist (small copay)

Miscellaneous Benefits:

• Workers' Compensation

• Training/Seminars

• Premium Pay Differentials/Career Ladders

• Government employee discounts at many retailers and attractions

• Access to Manatee County Library Services (books, digital services, tools, museum passes).

Paid Time Off:

• 12 Paid Holidays including New Year's Day, Thanksgiving, and Christmas.

• Three (3) Personal Holidays

• Personal Sick Leave

• Family Sick Leave

• Sick Leave Bank (Donated Hours)

• Professional Medical Appointment Leave

• Bereavement Leave

• Military Leave

• Military Training Leave

• FMLA

Vacation Award: Applies to employees regulary sceduled to work 8 hours per day/40 hours per week.

Years of Service Vacation Days

0-5 16.25 days

6-10 19.50 days

11+ 22.75 days

• Earn an additional day of vacation every six (6) consecutive months of no sick leave.

Insurance:

• Award-winning Health Plan with deductibles as low as $0.

• Dental Insurance

• Vision Insurance

• Prescription Insurance

• Life Insurance (6 times salary at low cost)

• Long-term and Short-term Disability Insurance

Retirement:

• Florida Retirement System (FRS) with Pension Plan and Investment Plan options.

• 457b Tax Deferred and ROTH account options through Voya.

• FRS Webinars

• Free financial guidance with licensed, non-commissioned financial planner

Career Wellness:

• Professional Leadership Programs

• Instructor-Led and eLearning Training

• Premium Pay Differentials/Career Ladders

• Career Counseling

• Toastmasters

• Networking Membership (Manatee Chamber of Commerce, Lakewood Ranch Business Alliance)

• Employee Recognition Programs with monetary and time-off awards

Education Benefits:

• Tuition Reimbursement eligible after six (6) months of service, including GED reimbursement.

• Continuing Education support through Training/Seminars and Premium Pay Differentials/Career Ladder.

• Public Safety Loan Forgiveness (PSLF)

Flexible Spending Account:

• Options for Health Care and Dependent Care Spending Accounts providing pre-tax savings.

Permanent Part Time

• Benefits

Employee Assistance Program (EAP):

• ComPsych - offers all employees and their family members with emotional, financial, legal, and work/life balance support.
• LAMP counselors available for personal support including emotional, substance abuse, marital, and financial issues.

Miscellaneous Benefits:

• Workers' Compensation

• Training/Seminars

• Fitness Center Access for employee only

• FRS options

• Premium Pay Differentials/Career Ladders

• Government employee discounts at many retailers and attractions

• Access to Manatee County Library Services (books, digital services, tools, museum passes).

Paid Time Off:

• 12 Paid Holidays including New Year's Day, Thanksgiving, and Christmas.

• Three (3) Personal Holidays

• Paid Time Off and Leaves of Absence are based on an 8 hrs./day 80/hrs.

per pay-period basis, any work schedule less that this will be earned on

a pro-rated basis

01

VERY IMPORTANT - When answering supplemental questions about experience, education or certification, please be sure the information is reflected in the Education, Work Experience and Certificates and Licenses sections of your application.

Must include Monthly Salary, Name of Employer, Location, Phone Number and Duties for each employer in Work Experience.

Note: "See Resume" is not acceptable.

Identify all gaps not related to medical reasons.

• I acknowledge the above statement

02

If you are claiming Veteran's Preference, please check category of eligibility

• A disabled veteran who is eligible for receiving compensation under public law administered by Department of Veteran's Affairs and Department of Defense

• The spouse of a veteran who cannot qualify for employment because of total and permanent service-connected disability, or spouse of a veteran missing in action, captured or forcefully detained by a foreign power

• A wartime veteran who has served at least 1 day during a wartime period (active duty for training may not be eligible)

• An un-remarried widow or widower of a Veteran who died of a service-connected disability

• The mother, father, legal guardian, or un-remarried widow or widower of a service member who died as a result of military service under combat-related conditions as verified by the U.S. Department of Defense

• A current member of any reserve component for the United States Armed Forces or the Florida National Guard

• A veteran with a "Honorable" discharge (Active duty for training may not be allowed for eligibility)

• Not claiming Veteran's Preference

03

Which level of education have you achieved?

• No high school equivalency

• High school graduate/equivalent

• Associates degree

• Bachelors degree

• Masters degree

04

This position requires "clerical" customer service oriented experience, which means you have experience in processing paper or electronic documents, forms, setting up accounts, etc., with the customer.

How many years of clerical customer service oriented experience do you have?

• None
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 + years

05

This position requires a minimum of 1 year of experience in a high-volume inbound call center, answering a high volume of incoming calls through the telephone queue and processing customer requests in a courteous, efficient, and professional manner at all times. How many years of prior experience providing excellent customer service in a high-volume inbound call center do you have?

• None
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6+ years

06

This position requires experience in updating and navigating databases with accuracy. What is your skill level in the use of a personal computer, including Microsoft Windows?

• Beginner

• Intermediate

• Advanced

• None

07

How many years of cashiering experience do you have?

• None
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6+ years

Required Question

Agency Manatee County Government

Address