Customer Service Representative I

City of Hollywood, Florida • Hollywood, FL

2d • Onsite

About The Position

Under the general supervision of the Customer Service Manager or other administrative superior, incumbent is responsible for a variety of routine clerical duties relating to the collection and reconciliation of utility payments; the maintenance and adjustment of customer accounts and related records; and the opening and closing of utility accounts, receiving, and maintaining records of cash receipts for payment of bills, taxes, and fees. Work requires considerable facility in resolving customer concerns, communication, counting money and making change, but is performed according to established and well-defined procedures. Works involves extensive contact on the telephone and in person with members of the general public, the Utility Billing Office employees, and with employees of other City departments. Work is performed under supervision and is checked by daily.

Requirements

• High School Diploma or GED plus one (1) year of experience working with the public and cash handling, preferably in a large volume operation or similar work environment.
• Valid Driver’s License: With proof of automobile insurance
• Background Check: Must have an acceptable background record
• Driving Abstract: Must have an acceptable driving record
• Knowledge of City and Public Utilities regulations, rules, procedures, and functions relating to utility accounts and billing, including procedures for correcting routine billing errors.
• Knowledge of office procedures, methods and equipment, including particular reference to receiving and accounting for the receipt of cash.
• Knowledge of methods of handling and accounting for money and negotiable instruments.
• Skill in the operation of validating machines, cash registers and other office equipment.
• Ability to operate a Windows PC and use Microsoft Office applications including Word, Excel and Outlook.
• Ability to communicate effectively, both verbally and in writing.
• Ability to meet and deal with people effectively.
• Ability to make rapid and accurate arithmetic computations.
• Ability to establish and maintain effective working relationships with employees and the public.
• Ability to prepare accurate reports in a timely manner.
• Ability to establish and maintain effective and professional relationships with work colleagues, supervisors, managers, and the public.

Nice To Haves

• Associate’s Degree plus two (2) years of cash handling and customer service experience.
• Additional education and experience or an equivalent combination of training and experience may be substituted for the above requirements.

Responsibilities

• Receive utility bill payments by mail and in person and credit to correct customer accounts.
• Maintain customer accounts and related records incidental to cashier operations and issue appropriate receipts.
• Sort, review, and balance receipts daily; prepare accurate detailed reports of collections in accordance with established policies and procedures.
• Open new utility accounts and initiate new service; close accounts when required.
• Answer customer inquiries and concerns over the counter, via email or by telephone.
• Assist customers in resolving routine account problems including billing errors.
• Assist with the mailing and recording of non-access letters to customers.
• Initiate meter check reads and meter bench tests, meter turn-ons, and turn-offs when required.
• Correct routine errors in the customer master file database.
• Files records and reports and performs related clerical work as assigned.
• Must effectively and positively represent the City in delivering and performing work with colleagues and clients, irrespective of gender, race, religion, age, disability, political affiliation or belief, or sexual orientation.
• Must establish and maintain effective and professional relationships with work colleagues, supervisors, and managers.
• Performs related work as required for this position description only.

Benefits

• Low cost health insurance
• Medical
• Dental
• Vision
• Flexible Spending Plans
• 4-Day Work Week
• Award Winning Wellness Program
• Generous Paid Time Off Program
• 13 Paid Holidays
• Vacation Leave
• Personal Leave
• Sick Leave
• Federal Student Loan Forgiveness Program (for employees with 10 years of public service and on-time payments)
• Competitive pay
• Pension plan

What This Job Offers

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