What are the responsibilities and job description for the Customer Service Representative position at City of Panama City Beach?
Description
This position performs customer service duties in support of the department’s utility billing operations. An incumbent in this position may be designated “Customer Service Representative II.”
Examples of Duties
- Receives payments, verifies amounts, and checks for discrepancies; applies payments to customer accounts; posts money to general ledger accounts for impact fees, hydrant meter rentals, reset fees, and deposits.
- Resolves customer complaints; analyzes account data and resolves issues; adjusts customer accounts as warranted.
- Communicates department policies and procedures to customers and the general public.
- Processes requests for new water service, transfer of service, and reactivation of service.
- Processes and prepares utility bills for mailing.
- Diagnoses water issues related to high or unusual usage.
- Processes credit card and e-check payments through a third-party collector.
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As needed help with meter reading as follows:
- Reads meters along an assigned route.
- Notes and reports illicit connections or bypasses of meters and backflow preventers.
- Investigates high consumption readings to identify possible leaks.
- Observes and reports any visible leaks of meters, backflow preventers, or other utility components.
- Marks meter location on roadway to assist with future locations.
- Monitors and reports meter assembly and meter box repair and maintenance needs.
- Provides information and assistance to customers.
- Performs related duties.
Typical Qualifications
- Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent.
- Sufficient experience to understand the basic principles relevant to the major duties of the position.
Supplemental Information
KNOWLEDGE REQUIRED BY THE POSITION
- Knowledge of modern office practices and procedures.
- Knowledge of city and departmental policies and procedures.
- Knowledge of computers and job-related software programs.
- Knowledge of city utility billing policies and procedures.
- Knowledge of customer service principles.
- Skill in prioritizing and organizing work.
- Skill in the provision of customer services.
- Skill in the maintenance of files and records.
- Skill in the use of such office equipment as a computer, scanner, fax machine, and copier.
- Skill in oral and written communication.
SUPERVISORY CONTROLS
The Customer Service Supervisor assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.
GUIDELINES
Guidelines include city and department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.
COMPLEXITY/SCOPE OF WORK
- The work consists of related customer service duties. The unique needs of each customer contribute to the complexity of the position.
- The purpose of this position is to provide services to utility customers. Successful performance contributes to the efficiency and effectiveness of department operations.
CONTACTS
- Contacts are typically with co-workers, other city employees, customers, and the general public.
- Contacts are typically to give or exchange information, resolve problems, and provide services.
PHYSICAL DEMANDS/ WORK ENVIRONMENT
- The work is typically performed while sitting at a desk or table. The employee occasionally lifts light and heavy objects.
- The work is performed in an office.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY
None.
PTO Leave: Leave begins accruing immediately. The schedule varies slighter for Fire Fighters.
Years Of Service Completed Annual Leave Cap Available
less than 5 years: 152 hours
5 to 9 years: 176 hours
10 to 14 years: 200 hours
15 to 19 years: 224 hours
20 years: 248 hours
PTO begins accruing immediately. At the end of the year, any unused annual leave will roll over to the next year. Time will be accrued bi-weekly and shown on each paycheck.
RETIREMENT: General employees are fully vested after 10 years of employment. Employees can become partially vested at five (5) years of service. Partial vesting at five (5) years is 50%, six (6) years 60%, seven (7) years 70%, eight (8) years 80%, and nine (9) years 90%. General Employees are eligible for normal retirement upon the earlier of reaching age 55 and the completion of 10 years of credited service or reaching age 50 and the completion of 20 years of credited service. The amount of normal retirement benefit is based on your credited service and average final compensation. See General Employees’ Pension Plan Summary for more details.
HOLIDAYS: Employees receive 14 holidays per year. The holidays are:
- New Year's Day
- Martin Luther King Jr. Day
- Presidents' Day
- Memorial Day
- Juneteenth
- July 4th
- Labor Day
- Veterans' Day
- Thanksgiving Day
- Friday After Thanksgiving
- Christmas Eve
- Christmas Day
- New Year's Eve
- Employee's Birthday
Spouse Dental Coverage only $34.85/month; Child/Children $49.31/month; Family Dental Coverage $87.48/month. Vision Coverage available: Employee only: $5.24/month; Spouse only $10.50/month; Child/Children $9.97/month; and Family $15.67/month). Both are covered by Humana. The City also offers a suite of Allstate Worksite products available for purchase.
Note: Insurance coverage takes effect on the 1st of the month following your hire date.
- Rough estimates are not necessarily exact.
https://www.floridablue.com/members/tools-resources/transparency
457 Plan Corebridge Financical: Optional 457 Deferred Compensation Plan – See Human Resources for more details.
17007 Panama City Beach Parkway
Panama City Beach, Florida, 32413
Salary : $18 - $23
