What are the responsibilities and job description for the Customer Service Specialist I position at City of Titusville, FL?

Salary : $37,939.20 - $62,587.20 Annually

Location : Titusville, FL

Job Type : Full-Time

Job Number : 25-02032

Department : Support Services - 1701

Division : Customer Services - 1702

Opening Date : 02 / 25 / 2025

Closing Date : 3 / 4 / 2025 5 : 00 PM Eastern

FLSA : Non-Exempt

Bargaining Unit : N / A

JOB SUMMARY

Under the general supervision of the Customer Service Coordinator, responds to customer inquiries via phone, email, or in person, providing problem resolution. Resolves routine and some non-routine concerns, communicating solutions or requested information to customers. The incumbent adheres to department rules and regulations while performing duties.

ESSENTIAL JOB FUNCTIONS (ILLUSTRATIVE ONLY)

Process various customer-related requests and applications (e.g., terminations, hydrant meter requests, payment agreements).
Resolve customer concerns and communicate areas of concern to management.
Maintain and update reports on work completed.
Perform clerical tasks, including filing, scanning, record research, and mail sorting.
Assist customers in navigating and using the third-party vendor website for e-bills, auto-pay, and IVR payments.
Prepare and mail forms, letters, and parcels.
Generate work orders for internal departments.
Support utility bill payment processing and other City revenues as part of cashiering duties.
Assist in collections / billing tasks when needed.
Complete other duties as required.

Knowledge, Skills, and Abilities :

Knowledge of office practices and procedures.

Proficiency in business English and mathematics.

Understanding of bookkeeping principles and the ability to apply them.

Ability to maintain a professional and pleasant attitude toward customers.

Strong mathematical skills with attention to detail.

Ability to work full-time during regularly scheduled hours.

Ability to foster effective working relationships with colleagues.

Skilled in researching and resolving customer issues and concerns.

EDUCATION & EXPERIENCE

High School graduate or equivalent diploma is required. Two (2) years of customer service experience or government related service. A combination of education and experience may be considered.

SPECIAL REQUIREMENTS

Possession of a valid Florida Operator's license with acceptable driving record.

Must successfully complete a background check required for this position.

During occasions of local emergencies this position may be required to report to perform emergency tasks, which may result in extended work hours as well as extended periods of time away from family members. The Incident Commander and the employee's department Head will make the determination as to who will be required to work.

PHYSICAL REQUIREMENTS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Requires exerting up to 50 pounds of force occasionally, and / or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Additional physical abilities required :

Visual Acuity : Have visual acuity to operate motor vehicles, include close vision, distant vision, color vision, depth perception, and the ability to adjust focus.

Speaking : Expressing or exchanging ideas by means of the spoken English word including the ability to convey detailed or important spoken

instructions to other workers accurately and concisely. Ability to

communicate verbally both in person and over the phone.

Talking : Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Hearing : Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination in sound.

Sitting : Requires some sedentary work.

Standing : Particularly for sustained periods of time on a daily basis. Kneeling : Bending legs at knee to come to a rest on knee or knees. Stooping : Bending body downward and forward by bending spine at the waist. Occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Climbing stairs.

Reaching : Extending hand(s) and arm(s) in any direction.

Walking : Moving about on foot to accomplish tasks.

Mental Acuity : Ability to make rational decisions through sound logic and deductive processes.

Feeling : Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.

Grasping : Applying pressure to an object with the fingers and palm.

Handling : Picking, holding, or otherwise working, primarily with the whole hand.

Repetitive Motion : Substantial movements (motions) of the wrist, hands, and / or fingers. Ability to operate a variety of office equipment including computers, calculators, copiers, etc.

This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties as necessary. This job description does not constitute a written or implied contract of employment.

The City of Titusville is an Equal Opportunity Employer. In compliance with the American's with Disabilities Act, the City of Titusville will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

E.O.E. The City of Titusville prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Acknowledged and accepted :

Name & Date

Complete Benefits Package for Full-Time General Employees

Health, Dental, Vision Coverage :

Active 1st of the month after completions of 2 full months of service.

Retirement Savings :

401A ( up to 4% match of base pay with City contribution)

457B

Retirement :

City employees become enrolled in the Pension Plan from the first day of employment

Life Insurance :

2x base salary, rounded to next $1,000 city paid (additional optional life insurance plan available)

Holidays :

9 days per year

2 floating holidays per year (after 6 month probationary period has been completed)

Vacation Leave :

80 hours / year, increases 88 hours / year after second year and then in two year increments.

Vacation leave credit may be accumilated to a maximum of 120 hours in addition to that authorized in an anniversary year.

Sick Leave :

8 hours allowance accumulated for each month of service completed.

Bereavement Leave

Vacation Buyback Program

Sick Leave Donation Program

Incentive Pay

Family Friendly :

Flexible hours and schedules to accommodate employee and City needs

Employee Recognition :

Annual performance feedback

Employee of the Month recognition

City Employee of the Year recognition

Annual Employee recognition event

Well Being :

Annual Health Access Program

Comprehensive Wellness Program

Employee Health & Wellness Facility (shared with Brevard County)

Membership discount (Parrish)

Community Programs / Classes (Parrish partnership)

Wellness Portal (Aetna)

Wellness Education (Lunch & Learn)

Employee Assistance Program (EAP)

Employee Health Clinic (for enrolled employees and dependents)

Discounts through Tickets at Work

Tuition Reimbursement :

Employees may be reimbursed for approved tuition requests for grade received :

A=100%

B= 75%

C= 50%

Reimbursement does not include books, student activity fees, etc.

Full-time employment with the City of Titusville qualifies you for Public Service Loan Forgiveness once you meet all requirements. Please check website for details.

Salary : $37,939 - $62,587

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