Customer Service Representative I

Description

Examples of Duties

ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Receives, records, and deposits payments accurately by mail, online, telephone, and in person. Balances all monies collected with daily collection reports, and maintains daily and monthly customer record reports.
2.Investigates inquiries regarding electricity (to include solar), water, sewer (to include industrial waste), solid waste, stormwater, telecom/fiber, and yardlight services; making necessary adjustments to the account.
3. Assists customers with the activation, disconnection, transfer, and installation of services. In addition to bill account balances, payment extensions, and payment arrangements.
4. Communicate clearly, concisely, and professionally with customers and other city department personnel. All aspects of spoken and written communication must be practiced with sensitivity to the needs of others.
5. Understand and follow city ordinances and city policies relative to customer billing, fees, payments, and training.
6. Must be able to conduct account research and exercise independent judgment and creativity in solving complex problems. Provide accurate, valid, and complete information using the right methods/tools.
7. Effectively work independently and in a team environment under stressful circumstances while maintaining a high level of accuracy and self-control. Organize thoughts and ideas quickly to transform them into action.
8. Handle customer complaints by providing appropriate solutions and alternative solutions, within the set guidelines, and follow up to ensure resolution.
9. Clearly and professionally record customer interactions.
10. Performs other duties as assigned.

Minimum Qualifications

EDUCATION AND EXPERIENCE
Must have a high school diploma or GED with a minimum of 2 years' experience in customer service dealing with the general public. Experience to include billing or accounting, telephone/switchboard operations, 2 years in banking as a teller or 2 years cashiering, and in use of various office equipment. An equivalent combination of training, education, and experience may be acceptable.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Must possess a valid Florida Driver's License with an acceptable driving record.

Supplemental Information

ANALYTICAL ABILITY / PROBLEM SOLVING
MODERATELY REPETITIVE
Activities with slight variation using a definite set of processes or directions with some degree of supervision.

PLANNING
With regard to general assignments in planning time, method, manner and/or sequence of performance of own work.
CONSIDERABLE RESPONSIBILITY; in addition, the work operations of a group of employees, all performing Basically the same type of work.

DECISION MAKING
Performs work operations which permit opportunity for decision-making of minor importance. INFREQUENTLY.
work operations which permit opportunity for decision-making of major importance. N/A

COMMUNICATION SKILLS
Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply and divide numbers.
Ability to perform these mathematical skills using money and other forms of measurement.

CRITICAL THINKING SKILLS
Ability to use common sense understanding in order to carry out detailed written or oral instructions.
Ability to deal with problems involving a few known variables in situations of a routine nature.
SUPERVISION RECEIVED
Under GENERAL SUPERVISON where standard practice enables the employee to PROCEED ALONE on routine work, referring all questionable cases to supervisor.

MENTAL DEMAND
LIGHT; Operations requiring intermittent directed thinking to carry out predetermined procedure or sequence of operations of limited variability. Operations requiring intermittent attention to control machine or manual motions.

USE OF MACHINES, EQUIPMENT AND/OR COMPUTER
Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, etc.)

ACCURACY
Probable errors would not likely be detected until they reached another department, office or patron, and would then require considerable time and effort to correct the situation.

PUBLIC CONTACT
Frequent contacts with general public, patrons, or other outside representatives, wherein the manner of handling these contacts has a bearing on the organization’s position and operation.

EMPLOYEE CONTACT
Contacts of considerable importance within the department or office. Requires tact in discussing problems and presenting data and making recommendations.

SOFTWARE SKILLS REQUIRED
10-Key Basic
Accounting Basic
Alphanumeric Data Entry Basic
Contact Management Basic
Database Basic
Spreadsheet Basic
Word Processing/Typing Basic

OTHER SKILLS
Bilingual, Spanish preferred.

PHYSICAL ACTIVITIES
While performing the functions of this job, the employee may be required to:
Stand Regularly
Sit Regularly
Use hands to finger, handle or feel Regularly
Reach with hands and arms Regularly
Climb or balance Never
Stoop, kneel, crouch or crawl Never
Talk or hear Regularly
Taste or smell Never

WEIGHT LIFT REQUIREMENTS
The employee must occasionally lift and/or move: Up to 25 pounds

VISION REQUIREMENT
Specific vision abilities required by this job may include:
Close vision (use of a computer, equipment, or any other work duties that require clear vision within two (2) feet or less).

ENVIRONMENTAL CONDITIONS
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work near moving mechanical parts (spinning shafts, engines, lifts, etc.) Never
Work in high, precarious places (tall structures, bucket lifts, extension ladders, etc.) Never
Fumes or airborne particles (painting, sanding, solvents, flying lint or dust particles, etc.) Never
Toxic or caustic chemicals (including potential for chemical spills, etc.) Never
Outdoor weather conditions (exposure to outdoor heat, cold or inclement weather) Never
Wet or humid conditions (not weather-related, such as greenhouse, carwash, etc.) Never
Extreme cold (not weather-related, such as freezer, cold storage, etc.) Never
Extreme heat not weather-related, such as furnace, kitchen, ovens, etc. where temp is regularly above 100 degrees F) Never
Risk of electrical shock (live electrical wires, equipment that retains power after shutoff) Never
Work with explosives (TNT, dynamite, nitroglycerine or other related explosives) Never
Risk of radiation (x-ray equipment, nuclear radiation, electromagnetic radiation, etc.) Never
Vibration (jack hammer, soil compactor, equipment that creates high vibration, etc.) Never

The noise level in the work environment is usually Moderate (business office with computers/printers, light traffic, etc.)

The City of Ocala provides a competitive, comprehensive benefit package for all full-time employees.

Health Insurance

We offer both single and family coverage, for employees working 30 or more hours per week.

Dental Insurance

For full time employees, we offer both single and family dental coverage.

Vision Insurance

For full time employees, we offer both single and family vision coverage.

Life Insurance

For full time employees, the City of Ocala provides Basic Life and Accidental Death and Dismemberments policies as an employer paid benefit. Employees can opt for additional coverage such as supplemental voluntary life, spouse life, dependent life, and child life. For full time employees, the City of Ocala provides Basic Life and Accidental Death and Dismemberments policies as an employer paid benefit. Employees can opt for additional coverage such as supplemental voluntary life, spouse life, dependent life, and child life.

Short Term and Long Term Disability

Offered to full time employees, STD and LTD coverages are income replacement benefits that assist policyholders who are unable to work for an extended period of time due to sickness or accidental injury.

Medical FSA (Flexible Spending Account) and Dependent Care FSA

Flexible spending accounts allow employees to pay out-of-pocket medical, dental, vision, and dependent care expenses using pre-tax dollars.

Pet Insurance

We also offer special pet insurance for your pets in the case of illness or accidents, as well as preventative care.

Employee Health & Wellness Center

The City of Ocala offers the use of the City Clinic for those employees, and covered dependents over the age of 8, which have elected one of our health insurance plans. Services offered by the City Clinic include primary care, chronic disease management, labs, x-rays, and wellness coaching.

Voluntary Cancer Insurance

For full time employees, the cancer insurance policy can help provide security if you, or a covered dependent, suddenly become diagnosed with cancer.

Supplemental Critical Care Insurance

Our full time employees have the option of electing critical care insurance that is available to help with medical expenses that could arise from things such as a heart attack or stroke.

Supplemental Accident Insurance

Also available to full time employees, is our Accident Coverage. This supplemental plan can be used to help with expenses like MRI's, physical therapy, and hospital admission.

Legal Plan Insurance

Full time employees can have access to local attorneys for a monthly fee and receive discounts on services such as legal consultation, wills, traffic violations and the purchase or sale of your home. The carrier also has a separate policy assisting with the matter of identity theft and social media monitoring.

Deferred Compensation Plan

Deferred compensation is available to all full-time employees at the time of employment. This benefit allows the employee to defer income without paying taxes until money is withdrawn. Current plan is administered through MissionSquare.

Direct Deposit

Direct deposit automatically deposits your net pay each pay period to your checking or savings account at your own financial institution. Direct deposit is a condition of employment for a person hired by the City.

Each pay period the employee receives an earnings statement showing gross pay, taxes, other deductions, accruals and net pay. Enrollment forms are available at Human Resources or Payroll.

Discounts - Theme Park

Discounts are available to all non-temporary employees at the time of employment.

Employee Assistance Program (EAP)

The Employee Assistance Program is available to all full-time employees and members of your household as an employer paid benefit. The EAP offers emotional wellbeing support in the form as counseling sessions and all sessions are confidential. The EAP also provides daily life assistance, legal services, and financial services.

Holidays and Paid Time off

The City provides paid holidays and paid time off for full-time employees. Refer to the Employee Handbook for details.

Retirement Plan

All full-time employees hired after 10/01/2013, apart from Sworn Police Officers and Firefighters, are enrolled in the 401a Defined Contribution Retirement Plan with MissionSquare. All contributions to the 401a Defined contribution plan are pre-tax and earnings grow tax-deferred. The City contributes 8% and employees contribute 3%. City contributions are 100% vested after one year of employment. You will be enrolled automatically and should take time to review your investment options at your earliest convenience.

Training Programs

The City is committed to provide training programs for all departments and all positions. Risk Management conducts classes in Defensive Driving, Safety, and Insurance. With rare exceptions, classes are offered during working hours, and are open to all eligible employees.

Tuition Reimbursement

All regular, full-time employees are eligible to participate in the tuition reimbursement program.