What are the responsibilities and job description for the Customer Service Representative position at City of Daytona Beach, FL?
Department
Finance
Location
Utility Billing
Position Type
FT Employee
Salary
Weekly Salary Range: $714.22 – $957.18
Date
2025.03.11
Description
Purpose
The purpose of this classification under direct supervision is to assist citizens to establish services to help them understand the bill and billing system and service to transfer services or make changes to current service and to receive and promptly post utility payments. Employees in this classification perform clerical/accounting work. Position is responsible for taking payments corresponding and speaking to customer requiring assistance. Performs related work as required.Education; Training and Experience
High school diploma or GED; supplemented by 5 to 11 months previous experience and/or training involving clerical or bookkeeping experience involving public or customer contact or relations.
Job Description
ESSENTIAL FUNCTIONSThe following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
Gives assistance advice and orientation of policies and procedures of the Treasury/Utility Billing Division to customers. Opens and closes customer accounts and corresponds with customers. Prepares accurate and complete forms. Maintains various records and accounts documents and files. Maintains and updates printouts for daily accuracy. Updates retrieves inserts and deletes application information on computer. Assesses and determines status of accounts from verified readings. Accesses inputs and retrieves information from a computer; assists in retrieving and unloading meter reading data. Processes work orders. Completes paperwork as needed. Research bad checks illegal consumption and complaints prepares final refunds and coordinates collections of unpaid accounts. Files makes copies and completes reports as needed. May notarize documents. Sometimes prepares Misc. Accounts Receivable (A/R) Billings using the City’s A/R systems. Enters payments received to the City’s A/R systems. Investigates Utility and Misc. A/R related customer inquiries (verbal and written) and prepares responses. Occasionally prepares Liens and Satisfactions of Liens related to the City’s A/R. At times this individual may be requested to conduct research into the City’s existing Liens and/or Satisfactions of Liens. Prepares PAST DUE and Delinquent Notices for Accounts Receivable. Prepares billing and/or collection reports from time to time.
MARGINAL FUNCTIONS
Makes bank deposits as needed. Restocks supplies. Retrieves and distributes daily reports. Performs related duties as required.
PERFORMANCE APTITUDES
Data Utilization: Requires the ability to calculate compute summate and/or tabulate data and/or information. Includes the ability to perform subsequent actions in relation to these computational operations.
Human Interaction: Requires the ability to inform and guide others by applying principles of professional counseling in addressing specific situations.
Equipment Machinery Tools and Materials Utilization: Requires the ability to operate maneuver and/or control the actions of equipment machinery tools and/or materials used in performing essential functions.
Verbal Aptitude: Requires the ability to utilize a wide variety of descriptive data and information such as charts forms and schedules. Mathematical Aptitude: Requires the ability to perform addition subtraction multiplication and division; ability to calculate decimals and percentages; ability to utilize principles of fractions; ability to interpret graphs.
Functional Reasoning: Requires ability to carry out instructions furnished in written oral or diagrammatic form. Involves semi-routine standardized work with some latitude for independent judgment concerning choices of action.
Situational Reasoning: Requires the ability to exercise the judgment decisiveness and creativity in situations involving a variety of generally pre-defined duties that are often characterized by frequent change.
ADA COMPLIANCE
Physical Ability: Tasks involve the ability to exert very moderate physical effort in light work typically involving some combination of stooping kneeling crouching and crawling and which may involve some lifting carrying pushing and/or pulling of objects and materials of moderate weight (12-20 pounds).
Sensory Requirements: Some tasks require visual perception and discrimination. Some tasks require oral communications ability.
Environmental Factors: Tasks may risk exposure to dusts odors and violence.
PERFORMANCE INDICATORS
The work performance of non-supervisory personnel of the City of Daytona Beach is routinely evaluated according to the performance criteria outlined herein: Knowledge of Job: Has working knowledge of the methods procedures and policies of the City of Daytona Beach as such pertain to the performance of the essential duties of Customer Service Representative. Has working knowledge of principles and practices of customer service work. Has working knowledge of the laws ordinances standards and regulations pertaining to the essential duties and responsibilities of the position. Has working knowledge of the organization of the department and of related departments and agencies. Clearly understands the occupational hazards and safety precautions required to perform the essential functions of the work. Has working knowledge of terminology and related professional languages used within the department as such pertain to work responsibilities. Knows how to maintain cooperative and effective relationships with intra- and interdepartmental personnel as well as any external entities with which position interacts.
Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interaction with internal and external entities with which the position interacts.
Quantity of Work: Performs described essential functions and related assignments efficiently and effectively in order to produce quantity of work which consistently meets established standards and expectations.
Dependability: Assumes responsibility for completion of assigned functions. Completes assigned work within deadlines in accordance with directives policies standards and prescribed procedures. Maintains accountability for assigned responsibilities in the technical human and conceptual areas.
Attendance: Attends and remains at work regularly and adheres to policies and procedures regarding absenteeism and tardiness. Provides sufficient notice to upper management with respect to vacation time and leave requests.
Enthusiasm: Exhibits an enthusiastic self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be accomplished and initiates proper and acceptable action for the completion of work with a minimum of supervision and instruction.
Judgment: Exercises analytical judgment in areas of responsibility. Identifies issues or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to issues or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advisement where appropriate and research issues situations and alternatives before exercising judgment.
Cooperation: Accepts supervisory and managerial instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences is justified (i.e. poor communications variance with established policies or procedures etc.). Offers suggestions and recommendations to encourage and improve cooperation intra- and inter-departmentally.
Relationships with Others: Shares knowledge with managers supervisors and coworkers for mutual benefit. Contributes to maintaining high morale among all employees. Develops and maintains cooperative and courteous relationships intra- and inter-departmentally and with external entities with which the position interacts. Tactfully and effectively handles requests suggestions and complaints in order to establish and maintain good will. Emphasizes the importance of maintaining a positive image.
Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of work elements and establishes a personal schedule accordingly. Attends required meetings planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules.
Safety and Housekeeping: Adheres to all established safety and housekeeping standards. Ensures such standards are not violated.
The City of Daytona Beach is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act the City of Daytona Beach will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
Exempt : No
Type : FT Employee
Department : Finance
Salary : $714 - $957
