Senior Customer Service Representative-(Water Customer Service Utility Billing)

Salary: $20.69 - $32.06 Hourly Location : FL 33301, FL Job Type: Full Time Job Number:

TM111-23 Department: Finance Division: 10AS UB and Collections Opening Date: 06/27/2024 Closing Date: 7/5/2024 11:59 PM Eastern POSITION SUMMARY The City of Fort Lauderdale has a career opportunity for a Senior Customer Service Representative. A candidate that is motivated to take on today's greatest challenges and rewards in the field of local public service.

A candidate who is passionate about making a difference and achieving our mission: We Build Community, in a fast-paced organization that operates by vision, strategy, and action. Would you fit in?

This is responsible lead worker clerical and customer service work of more than average difficulty in the billing, collection and servicing of customer accounts. Employees in this class supervise and participate in complex computerized clerical tasks creating, maintaining, billing, collecting and servicing customer accounts for items, such as water, sewer, parking citations, special assessments, occupational licenses and the posting of daily operations to the City's accounting system. An important aspect of the work in this class is supervising and participating in customer relations activities, resolving unusual questions, problems and complaints in a tactful and courteous manner.

The employee must exercise reasonable initiative and independent judgment in opening and closing accounts, making adjustments to accounts and resolving problems. Work is reviewed by an assigned supervisor in conferences with the employee, through direct observation, review of reports and records and through reports received from customers and others. NOTE: The duties of this position will include all of those duties set forth in the official job description.

The City offers a wide variety of benefits to employees. In addition to the competitive benefits package and salary, the City participates in the Florida Retirement System (FRS) which offers an investment option and a pension option, and requires a 3% contribution from employees. New hires are automatically enrolled in FRS.

Say "Hello" to the City of Fort Lauderdale and Say "Goodbye" to Your Student Loan That's right Under the U.S. Department of Education's Public Service Loan Forgiveness (PSLF) program, the remaining balance on your student loan may be forgiven after you have made 120 qualifying monthly payments while working full-time at the City of Fort Lauderdale Please visit StudentAid.gov/publicservice for more information or to see if you qualify. This job classification is included within the bargaining unit represented by Teamsters Local Union 769 and therefore is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Teamsters Local Union 769.

ESSENTIAL JOB FUNCTIONS Leads, plans, reviews and participates in the work of employees responsible for providing a wide variety of customer services in support of assigned department Performs a variety of general clerical functions, which include maintaining and updating complex filing systems; processing forms, reports and various permits; preparing general correspondence; performing calculations and monetary transactions Researches files and records depending on area of assignment Responds to customer inquiries and complaints in a timely and efficient manner Resolves problems and explains applicable policies and procedures Provides support and guidance to supervisors and management staff Verifies the work of assigned employees for accuracy, proper work methods, techniques and compliance with applicable standards and specifications Performs related work as require JOB REQUIREMENTS & WORK ENVIRONMENT 1. Have successfully graduated from a standard high school, or possess an acceptable G.E.D. certificate, preferably with college-level training in accounting and other business practices. 2. Have at least five (5) years experience in clerical accounting work, maintaining and verifying fiscal records and accounts, which included some supervisory responsibility at the lead worker level.

HOW TO APPLY/ VETERAN INFORMATION 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: Evaluation of Training and Experience, Oral Interview, Written Examination, or other assessment method. Applicants must attain a minimum score of 70 in each part of the examination in order to qualify.

All successful applicants will be required to pass a medical examination, including drug screening, prior to appointment. Open until sufficient applicants have applied. An eligible veteran who enters an open-competitive examination shall receive preference points added to the total passing score earned in the examination as provided for in the Florida Statutes.

To obtain veteran's preference, candidates MUST submit a copy of separation papers and the City of Fort Lauderdale's veteran's preference claim form at time of application. The City of Fort Lauderdale offers a comprehensive benefits package to all regular full-time employees including vacation, holiday, and sick leave as well as medical, dental, vision, life and short-term disability insurance. Click for an overview of employment information including our benefits package. 01 This application supplement is an integral part of the application process and must be completed together with the formal application in order for you to be considered as an applicant.

Answer each question as thoroughly as possible as your responses will be rated as to how they relate to the position to be filled. Please answer each question in this application supplement directly and DO NOT refer to your resume. Failure to complete the answers in this supplement may result in a lower rating.

Unanswered questions, incomplete responses, false statements, omissions, or partial information may result in disqualification from the selection process. If the supplemental question is not applicable, please indicate N/A. Please indicate that you have read and understand the above instructions by typing your name below. 02 Are you a current City of Fort Lauderdale employee?

Yes No 03 If yes, please enter employment status. If no, please enter N/A. Full-time Part-time N/A 04 If you are a full-time City of Fort Lauderdale employee, is your current position part of the Teamsters Contract?

Yes No 05 Have successfully graduated from a standard high school, or do you possess an acceptable G.E.D. certificate? Yes No 06 How many years of experience do you possess in clerical accounting work, maintaining and verifying fiscal records and accounts? None Less than 1 year 1 - 2 years 3 - 4 years 5 or more years 07 Do you possess any experience in clerical accounting work, maintaining and verifying fiscal records and accounts, included some supervisory responsibility at the lead worker level or above?

Yes No 08 Do you have college-level training in accounting and other business practices? Yes No 09 Describe your experience supervising, leading, or training employees (preferably in the area of customer service). Please include the name of the employer, your job title, length of time in the supervisory role and the number of direct reports. 10 Describe your experience in customer service. Include the number of years of experience in your answer. 11 Describe your experience and skill level in word processing programs, spreadsheet programs, and electronic file management. 12 Customer service is an essential component of this position, as the incumbent will have regular interaction with both internal and external customers in person and on the phone.

Describe your approach to customer service, and provide an example of when you provided service to a difficult customer. 13 Your application must support your answers to the supplemental questions. If your answers are not reflected in the work experience section, your application may be removed from consideration. Have you demonstrated your education, training and experience in your application to support your responses above?

Yes No Required Question