Customer Service Representative

City of Sarasota•College Park, MD

20h•Onsite

About The Position

The City of Sarasota is seeking a Customer Service Representative for the Utilities Billing Office. This role involves providing quality customer service and performing a variety of routine and advanced reporting and clerical/cashier duties related to utility payments, account maintenance, and customer relations. The position requires handling inquiries, resolving billing errors, processing payments, and maintaining accurate records.

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.
Ability to operate a personal computer.
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 payment 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.