Customer Service Specialist
About The Position
The purpose of this position is to perform advanced clerical skills, data processing, with emphasis on financial transactions. This position provides customer service to all levels of City employees and the public regarding operations, procedures, and processes within the Utility Billing division. Work duties involve defined procedures and techniques for both billing and payments within the Utility Billing division; work is performed independently, and initiative and judgments are utilized as experience is gained. Work is carried out under the direction of the Utility Billing Manager and is reviewed through conferences, reports, and evaluation of results obtained.
Requirements
- Knowledgeable in math, common English usage, grammar, and spelling.
- Knowledgeable with computers and data processing and be able to learn all facets of utility billing programs.
- Ability to maintain a clean and organized work area.
- Ability to recognize errors and research for resolution with attention to details.
- Ability to research and follow-up various requests by customers and manager.
- Ability to operate a computer, multi-line telephone system, cash drawer, validator, credit card machine, calculator, typewriter, facsimile machine, copier machine, portable radio, electric letter opener, check endorser and other office equipment related to the functions required by the Utility Billing Division.
- Ability to establish and maintain effective and amiable relationships with leadership, supervisors, residents, customers, employees, other departments, and agencies.
- High school diploma or valid equivalent.
- Five (5) years' experience dealing with receiving and processing cash, credit and checks, data processing and billing practices.
- Valid Florida Driver's license. A valid out of state License is acceptable, but selected candidates must obtain and provide a valid Florida driver's license within thirty (30) days of start date.
- An equivalent combination of education and experience may be considered, provided that the education and experience are in a relevant and related field.
Responsibilities
- Requires using a computer to enter and process billing information, printing bills, numerous reports and various letters.
- Sets up and maintains customer account information.
- Processes maintenance work orders on accounts for meter changes and new sets including verification of information utilizing the AMR program.
- Updates and processes utility payments daily. Processes customer's final bills and mid-month notices.
- Prepares data files for monthly meter readings including associated reports, research, and data entry.
- Prepares cut off work orders to process refunds -deposits and/or overpayments customer deposit cards for processing.
- Reviews, process and send delinquent closed accounts information to collections agency.
- Investigates and analyzes accounts and initiates lien requests as requested by City Clerk's office.
- Requires answering telephones, radio, mail, facsimiles and email requests to respond to customer inquiries such as new customers connection and disconnection orders; customer requests for address change or re-check of account; review meter readings using the City's AMR program; and general billing and payment questions.
- Requires backup support to the Cashier/Customer Service Clerk positions and includes assistance to the Utility Billing Manager as required.
- Requires attention to details, frequent telephone calls and dealing with the public.
- Performs any other duties or tasks that may be assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
