Customer Service Representative I - Utilities

Salary : $17.06 - $23.52 Hourly

Location : Bradenton, FL

Job Type : Full-Time (Hourly)

Job Number : 24-00831

Department : Utilities Department

Opening Date : 12 / 19 / 2024

Closing Date : 12 / 26 / 2024 11 : 59 PM Eastern

General Information

Work Location : 3647 Cortez Road West, Bradenton, Florida 34210

Work Hours : Monday - Friday, 8 : 00 am - 5 : 00 pm

Position will not be filled until after 1 / 11 / 2025

This classification performs entry level customer service and customer accounting functions, working in a highly interdependent team environment where the coordination of effort to enhance team performance and achieve customer satisfaction is the primary focus.

Areas of assignment : Cashiering, Call Center, Billing, Collections

Working Conditions Indoor / Office environment; high noise environment while performing certain responsibilities. Lifting equipment up to 25 lbs. alone; up to 75 lbs. with assistance.

Job Description

Essential Functions These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.

Learns and executes a wide variety of entry level skills associated with customer service, which include applicable policies, rules and procedures, regulations, rates and the customer information system. Customer service includes, but is not limited to, direct customer contact (phone and in person), proper processing of customer requests and payments; creates, maintains, and closes work-specific service orders.

Works efficiently and tactfully in a demanding, high stress environment to answer and effectively satisfy assigned inquiries and complaints.

Creates, updates, and maintains customer information, notes, and records as required.

Makes appropriate decisions, in accordance with established policies and procedures.

Processes assigned customer correspondence and takes appropriate action.

Processes financial transactions, including customer payments; correctly counts money and makes accurate mathematical computations.

Consistently interacts with others in a proactive professional manner.

Communicates clearly, effectively and tactfully, orally and in writing.

Minimum Qualifications

High school graduate / equivalent.

Minimum of two (2) years clerical customer service-oriented experience.

Equivalent combinations of education and experience may be considered.

Area of Assignment : Utilities Department

Minimum of one (1) year of financial or cashiering experience.

More

Prior experience in a customer service call or support center environment highly desired.

Achievement of all skill level requirements in all areas of assigned section (training provided).

Knowledge, Skills, and Abilities :

Ability to sit at a workstation utilizing a personal computer and maintaining concentration for long periods.

Ability to research and analyze activity on customer accounts.

Skill in computer operations, including pertinent software applications and a specialized Customer Service system.

Area Of Assignment Position Specific Requirements :

Utilities Call Center :

1 year experience in a customer service call center or support center environment.

Utilities Billing :

Minimum one (1) year financial experience required. Data entry experience highly desired. Ability to research and analyze activity on customer accounts.

Utilities New Services :

Experience in permitting and GIS mapping highly desired.

Utility Accounting / Collections Section :

Make outgoing calls to customers who are overdue on payments on their accounts. Resolve customer inquiries concerning all credit and collections issues in a respectful and efficient manner. Handle customer inquiries in an environment that requires a high tolerance for stress. Respond to irate customers in a professional and courteous manner. Answer inbound phone calls in a high-volume call center. Minimum one (1) year collections experience required. Ability to take inbound and / or make outbound calls in a professional and courteous manner.

Veterans Preference

In accordance with Florida Statute 295.07, F.S., Chapter 55A-7, priority consideration in employment will be given to eligible veterans and spouses of disabled veterans. Applicants claiming preference must provide a DD Form 214 or other acceptable documentation with their application. We are committed to honoring the service and sacrifices of our veterans and their families.

EEO / ADA Statement

Manatee County Government is an equal opportunity employer and is committed to providing reasonable accommodations to individuals with disabilities. If you require any accommodations to participate in the recruitment process, please contact Human Resources at 941-748-4501 x 3865.

Drug-Free Workplace

Manatee County Government is a drug-free workplace in accordance with Federal and Florida Law.

Emergency Response / Recovery Activities

All employees may be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location, and work schedule to fit the needs of the County and its citizens.

Full Time Positions

Employee Assistance Program (EAP) :

• ComPsych- offers all employees and their family members with emotional, financial, legal, and work / life balance support.

LAMP counselors available for personal support including emotional, substance abuse, marital, and financial issues.

Five (5) free visits annually for employees and covered family members.

Wellbeing Benefits :

On-site Fitness Centers for you and your dependents with 24 / 7 access

Personal Training (5 Free per year)

Pharmacy Technician

Group Fitness Classes

Musculoskeletal Physical Therapy Management

Diabetes Care Program

Registered Dietician (5 Free per year)

Massages with licensed therapist (small copay)

Miscellaneous Benefits :

Training / Seminars

Premium Pay Differentials / Career Ladders

Government employee discounts at many retailers and attractions

Access to Manatee County Library Services (books, digital services, tools, museum passes).

Paid Time Off :

Three (3) Personal Holidays

Personal Sick Leave

Family Sick Leave

Sick Leave Bank (Donated Hours)

Professional Medical Appointment Leave

Bereavement Leave

Military Leave

Military Training Leave

FMLA

Vacation Award : Applies to employees regulary sceduled to work 8 hours per day / 40 hours per week.

Years of Service Vacation Days

0-5 16.25 days

6-10 19.50 days

11 22.75 days

Insurance :

Dental Insurance

Vision Insurance

Prescription Insurance

Life Insurance (6 times salary at low cost)

Long-term and Short-term Disability Insurance

Retirement :

457b Tax Deferred and ROTH account options through Voya.

FRS Webinars

Free financial guidance with licensed, non-commissioned financial planner

Career Wellness :

Instructor-Led and eLearning Training

Premium Pay Differentials / Career Ladders

Career Counseling

Toastmasters

Networking Membership (Manatee Chamber of Commerce, Lakewood Ranch Business Alliance)

Employee Recognition Programs with monetary and time-off awards

Education Benefits :

Continuing Education support through Training / Seminars and Premium Pay Differentials / Career Ladder.

Public Service Loan Forgiveness (PSLF)

Flexible Spending Account :

Permanent Part Time - Benefits

Employee Assistance Program (EAP) :

Miscellaneous Benefits :

Paid Time Off :

per pay-period basis, any work schedule less that this will be earned on

a pro-rated basis

VERY IMPORTANT - When answering supplemental questions about experience, education or certification, please be sure the information is reflected in the Education, Work Experience and Certificates and Licenses sections of your application.

Must include Monthly Salary, Name of Employer, Location, Phone Number and Duties for each employer in Work Experience.

Note : "See Resume" is not acceptable.

Identify all gaps not related to medical reasons.

If you are claiming Veteran's Preference, please check category of eligibility

Which level of education have you achieved?

How many years of clerical customer service-oriented experience do you have?

Do you have at least one (1) year of financial or cashiering experience?

How many years of experience do you have in a customer service call center or support center environment?

Required Question

Salary : $17 - $24