Customer Service Specialist- Part-time up to 30 hours a week.
General Purpose:
The Customer Service Representative is responsible for providing overall service for the general public both in person and via telephone, answering inquiries, accepting payments, and providing routine information concerning City services and operations.
Essential Functions:
1. Prepares monthly bills and other related bills and notices, including final bills, past due notices, shut-off warning notices, and disconnect list. Ensuring to remove anyone with an agreement before running the report for the utility department. Applying appropriate fees, such as disconnect and late fees. Process new or cancelled accounts, meter changes, or other similar utility billing activities as required.
2. Receives and responds to staff and customer queries on billings, meter readings and other customer service issues.
3. Research, interpret, and analyze account history to resolve billing questions on meter readings.
4. Handles customer questions and/or complaints in an efficient and friendly manner.
5. Resolve problems requiring immediate attention and verify that underlying systematic or process issues have been addressed.
6. Prepares month-end closing and adjustment entries, account reconciliations, and month-end reporting, as required. Print and run bills through the folding machine and stamp machine. Delivers bills to the post office for distribution.
7. Oversees the meter reading process, including scheduling, prioritizing routes to be read, and preparing handheld and other devices for the meter reading process.
8. Closely interact with the field/meter reading crew to ensure that meters are read and reported back on a timely basis, and issues are investigated and resolved.
9. Manages work order process, ensuring that all work order requests (including meter rereads, “ins and outs”, etc.) are being handled expeditiously by the utility staff and are properly recorded in the ADG and customer file.
10. Compiles reports and necessary documents, spreadsheets, historical data, billing statements, and other information to respond to staff and customer inquiries, as required.
11. Acts as a liaison between refuse contractors and customers.
(These essential job functions are not to be construed as a complete statement of all duties. Employees will be required to perform other job-related duties, as required.)
Minimum Qualifications:
Knowledge, Skills, and Abilities:
1. Knowledge of the utility billing process.
2. Knowledge of basic arithmetic.
3. Knowledge of ADG or similar fund management software.
4. Knowledge of computers and other office equipment to prepare necessary paperwork.
5. Knowledge of cash handling procedures.
6. Ability to evaluate customer problems/concerns and exercise independent judgment to resolve them.
7. Ability to follow policies and procedures.
8. Ability to perform a wide range of customer service functions with speed and accuracy and apply good judgment in recognizing the scope of authority.
9. Ability to research and interpret utility account information.
10. Ability to use effective interpersonal techniques to interact with citizens and the public.
11. Ability to carry out duties with minimum supervision.
Training and Experience:
Graduation from high school or G.E.D. equivalent; at least one year of customer service
experience, involving considerable cash handling experience, or an equivalent
combination of training and experience.
Licenses, Certificates, Special Requirements:
A valid Florida driver's license on the date of hire and maintain a valid telephone number.
Bilingual preferred but not required.
Physical and Mental Demands:
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Physical Demands:
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, feel or operate objects, tools or controls; reach with hands and arms; stand; talk and hear; walk; sit; climb or balance; stoop, kneel, crouch or crawl; and lift or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
2. Mental Demands:
While performing the duties of this job, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or new skills; work under deadlines with constant interruptions; interact with City staff and other organizations; and frequently deal with dissatisfied or quarrelsome individuals.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee regularly works in an office environment.
Equal Employment Opportunity
The City of Mulberry provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training