What are the responsibilities and job description for the Customer Service Representative II position at City of Fort Myers?
The City of Fort Myers strives to be an employer of choice and most of our employees turn jobs into long term careers. The salary shown in the job description is the full range for this position from entry to later career.
NEW EMPLOYEES ARE HIRED AT, OR NEAR THE ENTRY POINT SHOWN, DEPENDING ON QUALIFICATIONS AND RELEVANT EXPERIENCE.
FLSA Status: Non-Exempt Safety Sensitive: NO Level II Screening: NO
Under the general direction of the designated supervisor, this position performs diversified office support and administrative functions, and establish a positive relationship with the citizens of Fort Myers by offering quality and equitable customer service. The incumbent is responsible for providing excellent customer service internally and externally; customers include but are not limited to Public Works divisions and other City of Fort Myers Departments, and vendors. This is a broad classification with individual positions assigned to specific functional areas; duties and assignments may overlap depending on the operational needs of the department and staffing levels. This job has no supervisory responsibilities.
Responsibilities and Reporting During an Emergency Situation:
Essential Employees may be required to work during a declared emergency. Depending on the nature of the emergency, this may require working around the clock for several days on short notice.
Non Essential Employees will not be required to work during a declared emergency. The employee's Department Head will determine when the employee will be required to work.
Perks and Benefits
- Free city-paid employee health coverage, additional for spouse or family
- 3 weeks Paid Time Off (sick & vacation)
- 13 paid holidays
- Pension plan & optional Deferred Compensation
- City-paid life insurance
- Optional Vision, Dental, and Disability Insurance
- Tuition reimbursement
- On-site Gym facility
- And much more!
- Perform a full range of customer service duties; answers customer questions; researches, resolves, and responds to customer problems and complaints; explains departmental policies and procedures to the public; determine customer needs and direct internal and external customers to the appropriate staff member or City department.
- Coordinate service needs of department and customers.
- Provide courteous, friendly and excellent customer service at all times.
- Operates computer terminal to enter payments, new account and/or license information, changes to existing accounts or licenses, and related information.
- Data entry.
- Greet customers; and interact daily with customers via telephone, internet or in person.
- Research customer's concerns/complaints and offer solutions.
- Responsible for clerical tasks; typing of correspondence, filing, and mail.
- Receives and processes incoming mail and returned mail.
- Sort and distribute mail to the appropriate city staff/division, accept delivery of incoming packages, inform staff of deliveries, coordinate pick up of outgoing packages.
- May be responsible for generating basic operational reports.
- This position requires regular and reliable attendance and the employee's physical presence at the workplace
- Performs other duties as assigned.
When assigned to Public Works Utilities Billing:
- Transfer customer service requests from one location to another within the City limits.
- Respond to customer inquiries and complaints relating to all utilities provided by the City; research customer issues.Upon approval, make necessary adjustments to bills; maintain accurate documentation to support adjustments.
- Open new accounts; ensure all information is collected from new customers (i.e. application, waiver, occupations license, impact fee sheet and proper ID, etc.).
- Make judgment calls with regard to meters on without order, and determine if back billing is warranted and any other charges should be assessed.
- Accept requests for vacation offs, hold deposits or apply deposits, and update file to include new contact information.
- Schedule turn on and cut off to accommodate customer's schedule within normal hours of operation for the department.
- Make payment arrangements which safeguard loss of revenue and ensure customers adhere to the payment schedule to avoid disruption of service.
- Review of delinquent cuts for commercial accounts and notify customers of potential loss of service.
- Create work orders for field personnel for both Utility and Operations Departments, directing them on customers concerns and closing completed work orders.
- Call in utility locates, inform emergency responders of road closures, monitor the Operations channel of the City's radio system, generate scheduled or unscheduled reports from the GBA or similar work order system/software, including but not limited to distribution water loss reports, aging work order reports etc.
- Coordinate Operations work schedules with contractors, other city departments, rail road companies, Florida Department of Transportation (FDOT) and Lee County Department of Transportation (LDOT).
- Generate reports to regulatory agencies including but not limited to Department of Environmental Protection (D.E.P.), South Florida Water Management District (SFWMD), Environmental Protection Agency (EPA) and the local Health Department.
- Perform cashiering and work order functions.
KNOWLEDGE, SKILLS AND ABILITIES
- Knowledge of modern office procedures, methods, and equipment including computers, typewriters, printers, copiers, and telephone answering devices.
- Knowledge of principles of business letter writing and basic report preparation.
- Knowledge of English usage, spelling, grammar, and punctuation.
- Knowledge of maintaining records and reports.
- Skill in computer applications such as word processing, spreadsheets, and statistical databases.
- Skill in the methods and techniques used in customer service and public relations.
- Ability to understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities.
- Ability to understand, interpret and apply general and specific administrative and departmental policies and procedures.
- Ability to exercise tact and judgment in responding to inquiries and resolving complaints and problems.
- Ability to implement and maintain standard filing systems.
- Ability to operate and use modern office equipment including a computer and various software packages.
- Ability to work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person.
- Ability to demonstrate an awareness and appreciation of the cultural diversity of the community.
- Ability to communicate clearly and concisely, both orally and in writing.
- Ability to establish and maintain effective working relationships
When Assigned to Utilities:
- Knowledge of bookkeeping and clerical accounting principles, practices, and terminology.
- Knowledge of basic programs and services of the organization relating to service fees, billing, and account maintenance.
- Knowledge of principles and practices of fiscal, statistical, and administrative record keeping and reporting.
- Knowledge of Mathematical principles.
- Skill in methods, procedures, practices, and terminology used in billing and financial record keeping work.
- Ability to make mathematical computations rapidly and accurately.
- Ability to find and reconcile discrepancies in balancing accounts.
- Ability to operate 10-key calculator by touch.
- Ability to type and enter data at a speed necessary for successful job performance
- High School diploma or GED.
- Two to three years' experience in customer service related work, accompanied by data entry, word processing/computer use; and/or training that provides the required knowledge, skills, and abilities.
- Must possess a valid Florida Driver's License with an acceptable driving record
This work typically requires the following physical activities to be performed.
- Balancing – maintain equilibrium to prevent falling while walking, standing, or crouching.
- Climbing – ascending, descending ladders, stairs, ramps, requires body agility.
- Reaching – extending hands or arms in any direction.
- Repetitive Motion – substantial movements of wrists, hands, fingers.
- Speaking – expressing ideas with spoken word, convey detailed, important instructions accurately, concisely.
- Standing – for sustained periods of time.
- Stooping – bending body downward, forward at waist, with full motion of lower extremities and back.
- Talking 1- expressing ideas by spoken word
- Crouching – bending body forward by bending leg, spine.
- Feeling – perceiving attributes of objects by touch with skin, fingertips.
- Fingering – picking, pinching, typing, working with fingers rather than hand.
- Grasping – applying pressure to object with fingers, palm.
- Handling – picking, holding, or working with whole hand.
- Hearing 1 – perceiving sounds at normal speaking levels, receive information.
- Hearing 2 – receive detailed information, make discrimination in sound.
- Kneeling – bending legs at knee to come to rest at knees.
- Visual Acuity 1 - prepare, analyze data, transcribing, computer terminal, extensive reading.
- Visual Acuity 2 - color, depth perception, field of vision.
- Visual Acuity 3 - determine accuracy, neatness, observe facilities/structures.
- Lifting – raising objects from lower to higher position, moving objects side to side, using upper extremities, back.
- Mental Acuity – ability to make rational decisions through sound logic, deductive reasoning.
- Walking - on foot to accomplish tasks, long distances, or site to site.
- Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects.
- Works in an office environment and sits for long periods of time
- May be required to work hours other than the regular schedule including nights, weekends, and holidays.
Salary : $20
