Utility Services Customer Service Representative

Grade	Job Class	Work Comp	EEO Class/Code	Tier Status
B80-3	Non-Supervisory	8810	6/Admin. Support	3

NATURE OF JOB:
This position involves clerical work providing billing, collections, account maintenance and customer service functions in the Utility Services Department. The employee is expected to exercise reasonable initiative and independent judgment involving routine tasks and must be able to work with limited supervision. This position is a highly exposed position in direct contact with all visitors to the Utility Services Department. Work is performed under the supervision of the Utility Services Customer Service Supervisor.

• Provides assistance to water and sewer customers regarding policies and procedures of the Utility Services Department.
• Opens, closes, updates and transfers customer accounts, and prepares monthly billings for water and wastewater accounts.
• Collects, records, and processes payments for utility accounts.
• Calculates and collects deposits for utility accounts.
• Prepares written work orders for new or modified service and/or repairs for customer accounts.
• Inputs and validates meter reading data and billing to identify potential problems before bills are mailed to customers.
• Calculates monthly billing and sends billing file to printing company.
• Calculates and collects impact and other fees as required for water and wastewater services.
• Prepares revenues collected for pickup by armored transportation services.
• Researches and resolves customer questions and complaints regarding utility bills and policies via email, in person, telephone, etc..
• Maintains and updates computer database for meter reading and billing.
• Prepares routine correspondence and memos.
• Maintains files and records of correspondence, reports, etc.
• Answers multi-line telephone; greets, announces and routes visitors.
• Balance cash drawer each day for deposit.
• Calculates late penalties for utility billing accounts and generates billing file to send to printing company.
• Calculates and makes adjustments to water and sewer accounts in accordance with established policies.
• Generates message and activates call notification system for delinquent accounts.
• Regular reliable full time attendance as scheduled.
• The employer may add to or change duties at any time and as determined by the County and its leaders to best ensure that the public is served through the work of the Department.
• Performs other related duties as assigned.

• Graduation from high school or the equivalent.
• A minimum of one (1) year experience in responsible clerical or administrative work involving contact with the public, supplemented by courses in secretarial training and/or business administration.
• Must maintain good interpersonal and communication skills to deal with public.
• Must be able to speak, write, and comprehend English language.
• A comparable amount of training and/or experience may be substituted for the minimum qualifications.

LICENSES AND/OR CERTIFICATIONS:
Possession of or ability to obtain a valid Florida driver license upon offer of employment with a driving record acceptable to the County Driving Policy and insurance program.

• Knowledge of utility customer meter reading and billing procedures.
• Knowledge of modern office practice and procedures. 
• Must have good interpersonal and communication skills to deal with public.
• Outstanding project management and organizational skills.
• Excellent oral and written communication skills.
• Expertise in the use of MS Word, Excel, and Outlook is essential.
• Ability to use data and word processing equipment and related software.
• Ability to work with limited supervision and maintain a high degree of accuracy and thoroughness with reasonable speed.
• Ability to accurately add, subtract, multiply and divide using whole numbers and decimals.
• Adapting to varied workloads and customer personalities.
• Ability to compose effective correspondence and deal with routine work issues with minimal direction or input from a supervisor.

PHYSICAL REQUIREMENTS/ENVIRONMENTAL CONDITIONS:

Work is primarily performed indoors but requires some exposure to environmental changes (e.g., outdoor weather and/or field conditions, etc.) or irate customers, extreme noise, odors, heights and/or dust.

This is primarily office work requiring limited physical effort.  This position requires stooping, crouching, walking, pulling, lifting, grasping, hearing, visual acuity (i.e. seeing up close, seeing far away, depth perception), kneeling, reaching, pushing, talking, standing, climbing, finger movement, repetitive motions.  Frequent lifting of 10 to 15 pounds; occasional lifting of up to 25 pounds, and may require lifting up to 50 lbs.  

Salary : $32,947 - $56,160