What are the responsibilities and job description for the Customer Service Representative - Utilities position at Manatee County Government, Work That Matters?
General Information
Work Location: 3647 Cortez Road West, Bradenton, Florida 34210
Work Hours: Monday - Friday, 8:00am - 5:00pm
Expected Starting Hourly Range: $17.36 - $21.70
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.
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.
Performs other related work (including weather or extreme emergency duties) as required.
Minimum Qualifications
High school graduate/equivalent.
Minimum Of Two (2) Years Clerical Customer Service-oriented Experience.
Minimum of one (1) year of financial or cashiering experience.
One (1) year experience in a customer service call center or support center environment.
Equivalent combinations of education and experience may be considered.
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.
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):
Years of Service Vacation Days
0-5 16.25 days
6-10 19.50 days
11 22.75 days
Employee Assistance Program (EAP):
a pro-rated basis
01
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?
What previous roles have you held that you believe qualify you for this position?
05
How many years of clerical customer service-oriented experience do you have?
How many years of experience do you have in a customer service call center or support center environment?
Do you have at least one (1) year of financial or cashiering experience?
Work Location: 3647 Cortez Road West, Bradenton, Florida 34210
Work Hours: Monday - Friday, 8:00am - 5:00pm
Expected Starting Hourly Range: $17.36 - $21.70
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.
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.
Performs other related work (including weather or extreme emergency duties) as required.
Minimum Qualifications
High school graduate/equivalent.
Minimum Of Two (2) Years Clerical Customer Service-oriented Experience.
Minimum of one (1) year of financial or cashiering experience.
One (1) year experience in a customer service call center or support center environment.
Equivalent combinations of education and experience may be considered.
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.
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.
- Wellness/Health Coaches (5 Free per year)
- 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)
- Workers’ Compensation
- 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).
- 12 Paid Holidays including New Year's Day, Thanksgiving, and Christmas.
- 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
Years of Service Vacation Days
0-5 16.25 days
6-10 19.50 days
11 22.75 days
- Earn an additional day of vacation every six (6) consecutive months of no sick leave.
- Award-winning Health Plan with deductibles as low as $0.
- Dental Insurance
- Vision Insurance
- Prescription Insurance
- Life Insurance (6 times salary at low cost)
- Long-term and Short-term Disability Insurance
- Florida Retirement System (FRS) with Pension Plan and Investment Plan options.
- 457b Tax Deferred and ROTH account options through Voya.
- FRS Webinars
- Free financial guidance with licensed, non-commissioned financial planner
- Professional Leadership Programs
- 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
- Tuition Reimbursement eligible after six (6) months of Public Service, including GED reimbursement.
- Continuing Education support through Training/Seminars and Premium Pay Differentials/Career Ladder.
- Public Service Loan Forgiveness (PSLF)
- Options for Health Care and Dependent Care Spending Accounts providing pre-tax savings.
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.
- Workers’ Compensation
- Training/Seminars
- Fitness Center Access for employee only
- FRS options
- 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).
- 12 Paid Holidays including New Year's Day, Thanksgiving, and Christmas.
- Three (3) Personal Holidays
- Paid Time Off and Leaves of Absence are based on an 8 hrs./day 80/hrs.
a pro-rated basis
01
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.
- I acknowledge the above statement
If you are claiming Veteran's Preference, please check category of eligibility
- A disabled veteran who is eligible for receiving compensation under public law administered by Department of Veteran's Affairs and Department of Defense
- The spouse of a veteran who cannot qualify for employment because of total and permanent service-connected disability, or spouse of a veteran missing in action, captured or forcefully detained by a foreign power
- A wartime veteran who has served at least 1 day during a wartime period (active duty for training may not be eligible)
- An un-remarried widow or widower of a Veteran who died of a service-connected disability
- The mother, father, legal guardian, or un-remarried widow or widower of a service member who died as a result of military service under combat-related conditions as verified by the U.S. Department of Defense
- A current member of any reserve component for the United States Armed Forces or the Florida National Guard
- A veteran with a "Honorable" discharge (Active duty for training may not be allowed for eligibility)
- Not claiming Veteran's Preference
Which level of education have you achieved?
- No high school equivalency
- High school graduate/equivalent
- Associates degree
- Bachelors degree
- Masters degree
What previous roles have you held that you believe qualify you for this position?
05
How many years of clerical customer service-oriented experience do you have?
- None
- 1 year
- 2-3 years
- 4-5 years
- 6 years
How many years of experience do you have in a customer service call center or support center environment?
- none
- 1-2 years
- 3-4 years
- 5 years
Do you have at least one (1) year of financial or cashiering experience?
- Yes
- No
- Required Question
Salary : $17 - $22
