What are the responsibilities and job description for the Customer Service Representative I position at City of Ocala?
This is a varied and highly responsible customer service position involving contact with the public via in-person, telephone, or email. The person in this role will assist customers with payments, opening and closing accounts, and resolution of bill questions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Receives, records, and deposits payments accurately by mail, online, telephone, and in person. Balances all monies collected with daily collection reports, and maintains daily and monthly customer record reports.
2.Investigates inquiries regarding electricity (to include solar), water, sewer (to include industrial waste), solid waste, stormwater, telecom/fiber, and yardlight services; making necessary adjustments to the account.
3. Assists customers with the activation, disconnection, transfer, and installation of services. In addition to bill account balances, payment extensions, and payment arrangements.
4. Communicate clearly, concisely, and professionally with customers and other city department personnel. All aspects of spoken and written communication must be practiced with sensitivity to the needs of others.
5. Understand and follow city ordinances and city policies relative to customer billing, fees, payments, and training.
6. Must be able to conduct account research and exercise independent judgment and creativity in solving complex problems. Provide accurate, valid, and complete information using the right methods/tools.
7. Effectively work independently and in a team environment under stressful circumstances while maintaining a high level of accuracy and self-control. Organize thoughts and ideas quickly to transform them into action.
8. Handle customer complaints by providing appropriate solutions and alternative solutions, within the set guidelines, and follow up to ensure resolution.
9. Clearly and professionally record customer interactions.
10. Performs other duties as assigned. EDUCATION AND EXPERIENCE
Must have a high school diploma or GED with a minimum of 2 years' experience in customer service dealing with the general public. Experience to include billing or accounting, telephone/switchboard operations, 2 years in banking as a teller or 2 years cashiering, and in use of various office equipment. An equivalent combination of training, education, and experience may be acceptable.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Must possess a valid Florida Driver's License with an acceptable driving record.SUPERVISORY RESPONSIBILITIES Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems. This position will directly supervise 0 employees. This position may indirectly supervise 0 employees. ANALYTICAL ABILITY / PROBLEM SOLVING MODERATELY REPETITIVE. Activities with slight variation using a definite set of processes or directions with some degree of supervision. PLANNING With regard to general assignments in planning time, method, manner and/or sequence of performance of own work. CONSIDERABLE RESPONSIBILITY; in addition, the work operations of a group of employees, all performing Basically the same type of work. DECISION MAKING Performs work operations which permit opportunity for decision-making of minor importance. INFREQUENTLY; Performs work operations which permit opportunity for decision-making of major importance. N/A COMMUNICATION SKILLS Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals. MATHEMATICAL SKILLS Ability to add, subtract, multiply and divide numbers. Ability to perform these mathematical skills using money and other forms of measurement. CRITICAL THINKING SKILLS Ability to use common sense understanding in order to carry out detailed written or oral instructions. Ability to deal with problems involving a few known variables in situations of a routine nature. SUPERVISION RECEIVED Under GENERAL SUPERVISON where standard practice enables the employee to PROCEED ALONE on routine work, referring all questionable cases to supervisor. MENTAL DEMAND LIGHT; Operations requiring intermittent directed thinking to carry out predetermined procedure or sequence of operations of limited variability. Operations requiring intermittent attention to control machine or manual motions. USE OF MACHINES, EQUIPMENT AND/OR COMPUTER Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, etc.) ACCURACY Probable errors would not likely be detected until they reached another department, office or patron, and would then require considerable time and effort to correct the situation. PUBLIC CONTACT Frequent contacts with general public, patrons, or other outside representatives, wherein the manner of handling these contacts has a bearing on the organization’s position and operation. EMPLOYEE CONTACT Contacts of considerable importance within the department or office. Requires tact in discussing problems and presenting data and making recommendations. REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS Must possess a valid Florida Driver's License with an acceptable driving record. Not applicable. PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS Not applicable. SOFTWARE SKILLS REQUIRED 10-Key Basic Accounting Basic Alphanumeric Data Entry Basic Contact Management Basic Database Basic Enterprise Resource Planning None Human Resources Systems None Payroll Systems None Presentation/PowerPoint None Programming Languages None Spreadsheet Basic Word Processing/Typing Basic ADDITIONAL SOFTWARE SKILLS OTHER SKILLS Bilingual, Spanish preferred. PHYSICAL ACTIVITIES While performing the functions of this job, the employee may be required to: Stand Regulary Walk Regularly Sit Regularly Use hands to finger, handle or feel Regularly Reach with hands and arms Regularly Climb or balance Never Stoop, kneel, crouch or crawl Never Talk or hear Regularly Taste or smell Never WEIGHT LIFT REQUIREMENTS The employee must occasionally lift and/or move: Up to 25 pounds VISION REQUIREMENT Specific vision abilities required by this job may include: Close vision (use of a computer, equipment, or any other work duties that require clear vision within two (2) feet or less). ENVIRONMENTAL CONDITIONS The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work near moving mechanical parts (spinning shafts, engines, lifts, etc.) Never Work in high, precarious places (tall structures, bucket lifts, extension ladders, etc.) Never Fumes or airborne particles (painting, sanding, solvents, flying lint or dust particles, etc.) Never Toxic or caustic chemicals (including potential for chemical spills, etc.) Never Outdoor weather conditions (exposure to outdoor heat, cold or inclement weather) Never Wet or humid conditions (not weather-related, such as greenhouse, carwash, etc.) Never Extreme cold (not weather-related, such as freezer, cold storage, etc.) Never Extreme heat not weather-related, such as furnace, kitchen, ovens, etc. where temp is regularly above 100 degrees F) Never Risk of electrical shock (live electrical wires, equipment that retains power after shutoff) Never Work with explosives (TNT, dynamite, nitroglycerine or other related explosives) Never Risk of radiation (x-ray equipment, nuclear radiation, electromagnetic radiation, etc.) Never Vibration (jack hammer, soil compactor, equipment that creates high vibration, etc.) Never The noise level in the work environment is usually Moderate (business office with computers/printers, light traffic, etc.) ADDITIONAL INFORMATION This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).
1. Receives, records, and deposits payments accurately by mail, online, telephone, and in person. Balances all monies collected with daily collection reports, and maintains daily and monthly customer record reports.
2.Investigates inquiries regarding electricity (to include solar), water, sewer (to include industrial waste), solid waste, stormwater, telecom/fiber, and yardlight services; making necessary adjustments to the account.
3. Assists customers with the activation, disconnection, transfer, and installation of services. In addition to bill account balances, payment extensions, and payment arrangements.
4. Communicate clearly, concisely, and professionally with customers and other city department personnel. All aspects of spoken and written communication must be practiced with sensitivity to the needs of others.
5. Understand and follow city ordinances and city policies relative to customer billing, fees, payments, and training.
6. Must be able to conduct account research and exercise independent judgment and creativity in solving complex problems. Provide accurate, valid, and complete information using the right methods/tools.
7. Effectively work independently and in a team environment under stressful circumstances while maintaining a high level of accuracy and self-control. Organize thoughts and ideas quickly to transform them into action.
8. Handle customer complaints by providing appropriate solutions and alternative solutions, within the set guidelines, and follow up to ensure resolution.
9. Clearly and professionally record customer interactions.
10. Performs other duties as assigned. EDUCATION AND EXPERIENCE
Must have a high school diploma or GED with a minimum of 2 years' experience in customer service dealing with the general public. Experience to include billing or accounting, telephone/switchboard operations, 2 years in banking as a teller or 2 years cashiering, and in use of various office equipment. An equivalent combination of training, education, and experience may be acceptable.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Must possess a valid Florida Driver's License with an acceptable driving record.SUPERVISORY RESPONSIBILITIES Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems. This position will directly supervise 0 employees. This position may indirectly supervise 0 employees. ANALYTICAL ABILITY / PROBLEM SOLVING MODERATELY REPETITIVE. Activities with slight variation using a definite set of processes or directions with some degree of supervision. PLANNING With regard to general assignments in planning time, method, manner and/or sequence of performance of own work. CONSIDERABLE RESPONSIBILITY; in addition, the work operations of a group of employees, all performing Basically the same type of work. DECISION MAKING Performs work operations which permit opportunity for decision-making of minor importance. INFREQUENTLY; Performs work operations which permit opportunity for decision-making of major importance. N/A COMMUNICATION SKILLS Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals. MATHEMATICAL SKILLS Ability to add, subtract, multiply and divide numbers. Ability to perform these mathematical skills using money and other forms of measurement. CRITICAL THINKING SKILLS Ability to use common sense understanding in order to carry out detailed written or oral instructions. Ability to deal with problems involving a few known variables in situations of a routine nature. SUPERVISION RECEIVED Under GENERAL SUPERVISON where standard practice enables the employee to PROCEED ALONE on routine work, referring all questionable cases to supervisor. MENTAL DEMAND LIGHT; Operations requiring intermittent directed thinking to carry out predetermined procedure or sequence of operations of limited variability. Operations requiring intermittent attention to control machine or manual motions. USE OF MACHINES, EQUIPMENT AND/OR COMPUTER Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, etc.) ACCURACY Probable errors would not likely be detected until they reached another department, office or patron, and would then require considerable time and effort to correct the situation. PUBLIC CONTACT Frequent contacts with general public, patrons, or other outside representatives, wherein the manner of handling these contacts has a bearing on the organization’s position and operation. EMPLOYEE CONTACT Contacts of considerable importance within the department or office. Requires tact in discussing problems and presenting data and making recommendations. REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS Must possess a valid Florida Driver's License with an acceptable driving record. Not applicable. PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS Not applicable. SOFTWARE SKILLS REQUIRED 10-Key Basic Accounting Basic Alphanumeric Data Entry Basic Contact Management Basic Database Basic Enterprise Resource Planning None Human Resources Systems None Payroll Systems None Presentation/PowerPoint None Programming Languages None Spreadsheet Basic Word Processing/Typing Basic ADDITIONAL SOFTWARE SKILLS OTHER SKILLS Bilingual, Spanish preferred. PHYSICAL ACTIVITIES While performing the functions of this job, the employee may be required to: Stand Regulary Walk Regularly Sit Regularly Use hands to finger, handle or feel Regularly Reach with hands and arms Regularly Climb or balance Never Stoop, kneel, crouch or crawl Never Talk or hear Regularly Taste or smell Never WEIGHT LIFT REQUIREMENTS The employee must occasionally lift and/or move: Up to 25 pounds VISION REQUIREMENT Specific vision abilities required by this job may include: Close vision (use of a computer, equipment, or any other work duties that require clear vision within two (2) feet or less). ENVIRONMENTAL CONDITIONS The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work near moving mechanical parts (spinning shafts, engines, lifts, etc.) Never Work in high, precarious places (tall structures, bucket lifts, extension ladders, etc.) Never Fumes or airborne particles (painting, sanding, solvents, flying lint or dust particles, etc.) Never Toxic or caustic chemicals (including potential for chemical spills, etc.) Never Outdoor weather conditions (exposure to outdoor heat, cold or inclement weather) Never Wet or humid conditions (not weather-related, such as greenhouse, carwash, etc.) Never Extreme cold (not weather-related, such as freezer, cold storage, etc.) Never Extreme heat not weather-related, such as furnace, kitchen, ovens, etc. where temp is regularly above 100 degrees F) Never Risk of electrical shock (live electrical wires, equipment that retains power after shutoff) Never Work with explosives (TNT, dynamite, nitroglycerine or other related explosives) Never Risk of radiation (x-ray equipment, nuclear radiation, electromagnetic radiation, etc.) Never Vibration (jack hammer, soil compactor, equipment that creates high vibration, etc.) Never The noise level in the work environment is usually Moderate (business office with computers/printers, light traffic, etc.) ADDITIONAL INFORMATION This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).
Salary : $33,410 - $43,790
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