Customer Service Representative

City of Sarasota • College Park, MD

4d

About The Position

To provide quality customer service and a variety of routine/advanced, reporting and clerical/cashier duties relating to the collection and reconciliation of utility payments; the maintenance and adjustment of customer accounts and related records; reporting of delinquent customer accounts and the opening and closing of utility accounts.

Requirements

• High School Diploma or GED
• Two (2) years experience as a cashier or teller, or in accounting, bookkeeping, or accounts receivable work, preferably in a customer service environment.
• Ability to communicate effectively both orally and in writing as well as operate a personal computer is required.
• Knowledge of City and Public Works regulations, rules, procedures and functions relating to utility accounts and billing, including procedures for correcting routine billing errors.
• Proficiency in business communications to include: listen, exchange ideas, give and receive feedback, proper grammar usage, spelling, sentence construction, preparation of routine reports, forms and routine correspondence.
• Knowledge of basic accounting and bookkeeping procedures.
• Knowledge of methods of handling and accounting for money, recording payments and balancing a cash drawer.
• Knowledge of the geography of the City and adjacent areas.
• Ability to make computations and tabulations with speed and accuracy.
• Ability to operate a desktop computer and routine software programs, including routine Utility Billing system procedures.
• Ability to maintain clerical and accounting records and to prepare reports from such records.
• Ability to read and interpret maps.
• Ability to make minor decisions in accordance with City Ordinances, and established Utility Billing Office policies and procedures.
• Ability to exercise good judgment and courtesy when acting as a representative of the City.
• Ability to be bondable if required.
• Ability to establish and maintain effective working relationships within the Utility Billing Office, the Public Works Department, with other City offices, and with the public.

Responsibilities

• Answers customer inquiries over the counter and on the telephone.
• Investigates billing errors and resolves customer complaints relating to such errors.
• Assists customers to resolve minor problem accounts; makes routine adjustments to customer accounts as appropriate.
• Receives Utility Bill payments, negotiates partial payments amounts and delinquency payment extensions and monitors accounts with payment extensions.
• Maintains records of monies received and issues appropriate receipts.
• Sorts, reviews and balances receipts daily; prepares accurate detailed reports of collections.
• Maintains customer accounts and related records incidental to cashier operations.
• Balances cash and combined receipts for bank deposits.
• Deposits City monies collected in designated depositories.
• Adjusts utility bills for minor billing errors, leaks, pool fills, vacation garbage and other authorized, routine purposes.
• Maintains records and reports for accounts in a non-pay status and for meters to be disconnected.
• Opens new utility accounts and initiates new service; closes accounts when required.
• Initiates meter check reads and meter bench tests when required.
• Corrects routine errors in the customer master file database.
• Maintenance of daily-automated cash receipt functions related to: bank drafting, lockbox service and other electronic forms of payment.
• Assists in the training of Customer Service Representatives in the policies and procedures of the department.

Benefits

• Retirement Benefit: The City of Sarasota made the transition to become a Florida Retirement System (FRS) employer effective December 1, 2021. To learn more about what this benefit may mean for you, please visit MyFrs.com.

What This Job Offers

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