Position: Customer Service Representative
Department: Martin County Utilities at 3473 SE Willoughby Blvd. Suite 102, Stuart, FL
Work Schedule: Monday - Friday (8:00 a.m. - 5:00p.m.)
Pay rate: $16.12/hour
Must be able to pass criminal background and drug testing
This position is a contract position with reSource Government Services and not with Martin County BoCC.
Please note, this is a temporary position that will be available for 3 to 6 month assignment only! Therefore, no benefits will be offered for this position.
SUMMARY:
Responsible clerical and heavy public contact work involving customer service in the Customer Service section of the Utilities & Solid Waste Department. Position reports to the Customer Service Supervisor.
In the event of a natural or man-made disaster that may threaten the area, the employee may be required to perform emergency duties as directed.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
(Note: The listed duties are illustrative only and are not intended to describe each and every function, which may be performed in the job class. The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position.)
Post and balances cash receipts from daily mail and over the counter.
Prepares utility bills to include final bills, updates the computer system with debits, credits, deposits, final bill calculations and miscellaneous transactions.
Prepares and balances daily cash receipts.
Performs all functions necessary for the collection of delinquent accounts and bad checks to include communication with an outside collection agency.
Initiates and processes service/work orders to include: activating new accounts, adjustments to accounts receivable, meter change-outs and setting up accounts for processing of final bills and refunds of security deposits.
Prepares listing of customer refunds.
Responsible for mass posting which involves heavy volume and highly accurate data entry into the utility billing system.
Generates computer reports.
Processes service orders when required for field verification of unusual reads.
Calculates adjustments on customer accounts for mis-reads.
Maintains communications with field personnel.
Answer questions from the public regarding their utility account and forwards complex questions to Senior Customer Service Representative or supervisor.
Responds to complaints and assists disgruntled customers.
Performs work related to this job description as required.
KNOWLEDGE, SKILLS AND ABILITIES:
(Note: The knowledge, skills, and abilities identified in this class specification represent those needed to perform the duties of this class. Additional knowledge, skills and abilities may be applicable for individual positions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
Knowledge of office practices and procedures to include: business English, commercial arithmetic, application of basic bookkeeping principles relating to account receivable functions and knowledge of the utility billing program.
Skilled in the operation of a calculator, computer, multi-line telephone system, bursting machine, speed printer, mail opener.
Must be able to function accurately in a fast paced, pressure-oriented atmosphere.
Ability to understand and execute oral and written instruction and to explain interpretations of ordinances, rules and regulations to the general public.
Ability to compose and type business letters and to communicate well with irate customers in a courteous and business-like manner.
EDUCATION and/or EXPERIENCE:
Graduation from high school or possession of an acceptable equivalency diploma and two (2) years customer service experience involving frequent public contact and computerized records.
Additional qualifying education and/or experience which provide the necessary knowledge, skills and abilities may be substituted one for the other on a year for year basis.
CERTIFICATES, LICENSES, REGISTRATIONS:
Must possess a valid Florida Driver’s License
PHYSICAL DEMANDS:
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Acceptable eyesight (with or without correction)
Acceptable hearing (with or without correction)
Ability to sit for long periods of time
Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other related office equipment as necessary.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed primarily indoors.
Involves frequent interaction with people.
May require attendance at night meetings and/or outdoor meetings.
ADA/COMPLIANCE STATEMENT:
This document may be reproduced upon request in an alternative format by contacting the County ADA Coordinator (772) 320-3131, the County Administration Office (772) 288-5400, Florida Relay 711, or by completing our accessibility feedback form at www.martin.fl.us/accessibility-feedback.