What are the responsibilities and job description for the Customer Service Representative position at City of Panama City Beach?
- 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.
- 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.
- 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.
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.
**These are intended only as illustrations of various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
Salary : $18 - $23
