What are the responsibilities and job description for the Customer Service Representative I position at City of Lakeland, FL?
GENERAL DESCRIPTION OF CLASS
This is responsible work involving public contact by telephone and in person, and clerical work in the Customer Service Division. This position provides front-line assistance to internal and external residential and commercial customers. Duties include processing transactions in an online Customer Information Billing System, responding to complaints, preparing work orders, exercising sound judgment in customer finances and other related transactions.
This posting will close after the receipt of the first 25 qualified applicants.
ESSENTIAL FUNCTIONS
- Assists customers with their needs.
- Accurately and efficiently obtains and enters customer information.
- Researches customer information and identification using an online customer information system.
- Responds to and resolves customer concerns.
- Deals with difficult customers and peers in a positive manner.
- Evaluates customer's financial situation and exercises good judgment to help get the customer out of debt while maintaining utility service and customer dignity.
- Correctly applies policies and procedures pertaining to Customer Service operations.
- Clearly explains utility bills to customers.
- Works well with others.
- May be required to work overtime or alternate hours, as necessary for the efficient operation of the department.
- Position designated as Mission Critical by Department Director.
ADDITIONAL FUNCTIONS:
- Serves on process improvement committees and teams as needed.
- Performs related work as required.
QUALIFICATIONS (EDUCATION, TRAINING AND EXPERIENCE)
- High school diploma from an accredited school or a GED.
- One (1) year of experience in public contact work in sales or customer service.
SPECIAL REQUIREMENTS:
- Must possess a valid driver’s license.
- Must maintain a valid telephone number.
KNOWLEDGE, SKILLS, ABILITIES
- Skill in listening and comprehending when working with customers, peers, and supervisors.
- Skill in working with online customer information and billing systems and spreadsheet and word-processing applications.
- Ability to type with 98% accuracy at 40 words per minute.
- Ability to remember strings of numbers and addresses.
- Ability to learn City ordinances, policies, and procedures affecting Customer Service operations, rates, and charges.
- Ability to use good interpersonal skills through written and oral communication with peers, supervisors, and customers.
- Ability to promptly and effectively complete tasks.
- Ability to enjoy working with customers daily and remain composed with those who are irate or difficult.
- Ability to function in a team situation.
- Ability to function productively in a continuous process improvement environment.
- Ability to establish and maintain effective working relationships with supervisors, co-workers, other City employees, and the general public.
- Skill in the use of personal computers and standard office equipment.
WORKING ENVIRONMENT/PHYSICAL REQUIREMENTS:
- Requires sedentary work that involves walking or standing some of the time, exerting up to 10 pounds of force regularly, and routine keyboard operations.
- The job risks exposure to no significant environmental hazards.
- The job requires normal visual acuity, field of vision, hearing, speaking, manual dexterity, color perception, sense of smell, depth perception, and texture perception.
All City of Lakeland positions are subject to testing (e.g. written, oral, performance, computerized, interview, and/or any combination). Candidates selected for testing will be notified via email or telephone. Please check your e-mail and telephone messages regularly, including "junk" folders. Test times and locations to be announced.
THE CITY OF LAKELAND IS AN EQUAL OPPORTUNITY/EQUAL ACCESS EMPLOYER AND A DRUG FREE WORKPLACE
