What are the responsibilities and job description for the CUSTOMER SERVICE ASSOCIATE I position at City of North Miami Beach?
Under the general supervision of the Customer Service Manager or other administrative superior, incumbent is responsible for a variety of routine clerical duties relating to the maintenance and adjustment of customer accounts and related records; the opening and closing of utility accounts; and receiving and maintaining records of payment of bills, taxes and fees. Work requires considerable facility in resolving customer concerns through skillful customer communication and interaction but is performed according to established and well-defined procedures. Work involves extensive contact on the telephone and in person with members of the general public, the Utility Billing Office employees, and with employees of other City departments. Work is performed under close supervision and may be checked by a supervisor daily.(The duties listed below are the normal duties and responsibilities of this position. The omission of specific statements related to the duties and responsibilities of this position does not exclude them if the work is similar, related or reasonable within the scope of the position.)
Must effectively and positively represent the City in delivering and performing work with colleagues and clients, irrespective of gender, race, religion, age, disability, political affiliation or belief, or sexual orientation.
Ability to organize work, establish priorities, meet established deadlines, and follow up on assignments with a minimum of direction.
Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
Knowledge of City and Public Utilities regulations, rules, procedures, and functions relating to utility accounts and billing, including procedures for correcting routine billing errors.
Knows how to operate a variety of equipment and machines in the performance of daily activities.
Is able to learn and apply new skills needed in order to promote efficient completion of duties.
Ability to operate a Windows PC and use Microsoft Office applications including Word, Excel and Outlook.
Skill in the application of quality customer service;
Ability to communicate effectively, both verbally and in writing.
Ability to meet and deal with people effectively.
Ability to make rapid and accurate arithmetic computations.
Ability to prepare accurate reports in a timely manner.
Must have the following physical abilities to be able to perform the essential functions of the position: feeling, fingering, grasping, handling, reaching, visual ability, hearing ability, speaking ability, mental acuity, talking, repetitive motion, standing, and walking. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Open new utility accounts and initiate new service; close accounts when required.
- Answer customer inquiries and concerns over the counter, via email or by telephone.
- Assist customers to resolve account problems including billing errors.
- Schedules and updates payment arrangements for customers; estimates bills for customers; calculates and records credit adjustments and additional bills; sends notices of delinquent accounts as needed; generates duplicate bills as needed; etc.
- Adjust utility bills for billing errors, leaks, pool fills, vacation, garbage, and other authorized routine purposes according to procedures or as directed.
- Prepares and processes work orders for verified readings, leak tests, low water pressure, meter replacement and/or repair, tum-offs, etc.; coordinates with other departments for completion of work as needed.
- Initiate meter check reads and meter bench tests, meter turn-ons and turn-offs when required.
- Receives, opens, sorts and distributes incoming mail;
- Files records and reports and performs related clerical work as assigned.
- Performs other related job duties as assigned.
- High School Diploma or GED; plus one (1) year of general clerical/customer service experience, preferably in a large volume operation or closely similar public contact work as may be required by the particular position; or an equivalent combination of education, training, and/or experience.
- Must possess and maintain a valid Florida driver’s license with satisfactory driving record held throughout employment.
Must effectively and positively represent the City in delivering and performing work with colleagues and clients, irrespective of gender, race, religion, age, disability, political affiliation or belief, or sexual orientation.
Ability to organize work, establish priorities, meet established deadlines, and follow up on assignments with a minimum of direction.
Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
Knowledge of City and Public Utilities regulations, rules, procedures, and functions relating to utility accounts and billing, including procedures for correcting routine billing errors.
Knows how to operate a variety of equipment and machines in the performance of daily activities.
Is able to learn and apply new skills needed in order to promote efficient completion of duties.
Ability to operate a Windows PC and use Microsoft Office applications including Word, Excel and Outlook.
Skill in the application of quality customer service;
Ability to communicate effectively, both verbally and in writing.
Ability to meet and deal with people effectively.
Ability to make rapid and accurate arithmetic computations.
Ability to prepare accurate reports in a timely manner.
Must have the following physical abilities to be able to perform the essential functions of the position: feeling, fingering, grasping, handling, reaching, visual ability, hearing ability, speaking ability, mental acuity, talking, repetitive motion, standing, and walking. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Salary : $36,132 - $56,052
