Customer Service Representative I (Water Dept.)

Providing outstanding customer service is one of the most important things we do at the City of Winter Haven. We recruit people who appreciate the value of lifetime customer relationships with the skills to maximize customer satisfaction. If you are customer-oriented and able to communicate well by telephone, in person, in writing, and on the Internet, consider joining our team.

• Job Title: Customer Service Representative I (Water Dept.)
• Category: Full-Time
• Application Closing Date: March 20, 2025, 5:00 p.m.

Salary and Benefits:

• $16.00 Per Hour Minimum
• Annual Step for Performance Pay Adjustments
• 12 Paid Holidays Per Year
• 12 Vacation Days Minimum, Earned Per Year
• 12 Sick Days Earned Per Year
• Medical, Dental, Vision, and Life Insurance Benefits
• 401(a) Retirement Plan and Social Security Coverage
• Education/Tuition Assistance Program; and Training and Development Opportunities
• Employee Assistance Program – to include Mental Health Assistance/Services

Essential Job Functions

Performs clerical and public contact work in the Utility Customer Service Division. By telephone, in person, or through written correspondence, and while maintaining a polite, helpful and friendly attitude, receives and responds to requests, concerns, and inquiries pertinent to residential and commercial utility customer service and billing. Performs clerical and cashier work in receiving, posting, and processing utility and miscellaneous payment and daily cash reports. Provides prompt, courteous, and knowledgeable service researching and analyzing account information to answer customers’ questions and resolve customers’ concerns. Prepares and records work orders for new and final accounts, customer concerns and questions, installations, trouble reports and related utility service matters. Follows up with customers for concerns related to field service work orders created and completed.

Activates new services for utility accounts, and charges rates as appropriate. Checks to ensure dates and correct meter reads are accurately entered on work orders and in the utility billing system. Reviews and corrects open work order report quarterly. Operates cash drawer, makes change, balances receipt tapes, prepares bank deposits and operates utility payment software. This is not intended to be an all-inclusive listing of essential job junctions; the performance of other essential function may be required.

Knowledge, Skills & Abilities:

• Knowledge of standard office methods and procedures.
• Ability to gain knowledge of utility service requirements and policies; maintain records; meet and deal with people courteously, professionally, and effectively; make mathematical calculations with speed and accuracy; ability to understand and carry out written or oral instructions, and ability to problem solve.
• Software programs include, but not limited to, Outlook, Excel, Word, and Laserfiche.

Minimum Education & Experience:

• Graduation from an accredited high school or equivalency diploma.
• Two (2) years’ experience in customer service activity involving public contact, including at least one year experience in an office environment, preferred.
• An equivalent combination of education and experience that is determined to be comparable and directly related to the foregoing specific requirements may be substituted.

Special Requirements:

• Possession of a valid State of Florida Drivers’ License with a good driving record as determined by the City of Winter Haven.

Physical / Environmental Factors:

• Must have the physical ability, strength, and flexibility to perform the job functions in the work environment.
• Reasonable accommodations will be made for otherwise qualified individuals with a disability.

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER AND A DRUG-FREE WORKPLACE

Our Mission: Enriching lifestyle through exceptional service.