CUSTOMER SERVICE REP

City of Lake Worth Beach • Lake Worth, FL

2d • $18 • Onsite

About The Position

Under general supervision, responsible for handling Utility customer questions, payments, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one stop resolution.

Requirements

• Communicate effectively with supervisors, team members, other departments and the public, with customer service and professional demeanor.
• Communicate verbally and in writing in a concise, clear and professional manner.
• Learn new/revised processes quickly and follow instructions to ensure completion of assignments with accuracy and minimal supervision.
• Use multiple systems/applications simultaneously to complete assignments effectively and efficiently (Microsoft Office, Naviline, PayNearMe, Paymentus, Tantalus, etc).
• Adapt to changing assignments, procedures, etc., quickly and willingly to assist customers and team members.
• Stay updated on office guidelines, safety procedures, and all daily changes.
• Maintain strong attention to details, ensuring accurate completion of assignments and minimal repetition of customer requests.
• Deal with difficult situations/customers and conflict using de-escalation, empathy and knowledge.
• Demonstrate knowledge of utilities (electric and water) needed to assist customers.
• Knowledge of office equipment to use effectively and safely.
• High productivity with accuracy in a busy environment with multiple interruptions by using prioritization skills.
• Graduation from High School or equivalent, plus (3) years’ experience in a customer service office position performing the above skills and knowledge.

Nice To Haves

• Bilingual a plus or preferred.

Responsibilities

• Receive, answer, resolve and process inquiries and issues from customers, contractors and other city departments by telephone, email, fax, or in person.
• Use computerized systems for information gathering, data resources, creating service requests, troubleshooting, etc.
• Research and verify Utility customer account information to provide information regarding services, products, billing, etc.
• Process and balance utility payment batches for payments received through mail and drop boxes to proper accounts.
• Accept and process new service applications, as well as service terminations and transfer requests.
• The examples of essential functions as listed in this classification specification are not necessarily descriptive of any one position in the class. The omission of an essential function of work does not preclude management from assigning duties not listed herein if such functions are a logical assignment in relation to the position.

Benefits

• Vacation and Sick Leave Accruals
• 13 Paid Holidays
• 3 Floating Holidays
• City of Lake Worth Beach Medical Benefits that include Life Insurance, Dental and Vision coverage
• Retirement Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED