City of Ocala Hiring for Customer Service Representative at Ocala, FL Full Time

CITY OF OCALA

REVISED: 10/2015 NONEXEMPT

LEVEL I – PAYGRADE: 44

CUSTOMER SERVICE REPRESENTATIVE – LEVEL I

GENERAL STATEMENT OF JOB

This is a varied and highly responsible customer service position involving contact with the public directly and by telephone, assisting customers with payments, opening and closing accounts, and resolutions to any billing issues.

ESSENTIAL JOB FUNCTIONS

• Receives, records, and deposits payments accurately by mail, online, telephone, and in person; balances all monies collected with daily collection reports, maintaining daily and monthly customer record reports.
• Investigates customer inquiries regarding electric, water, sewer, solid waste, stormwater, industrial waste and yardlight service and billing, and makes adjustments as necessary.
• Assists customers with connection, disconnection, transfer, and installation of utility services.
• Communicates with customers and other City Departments in a courteous and professional manner in person and by phone.
• May operate folding, billing, and printing equipment for the daily processing of customer invoices.
• Ability to understand ordinances and rules relative to customer billing, fees, payments, along with disconnect and reconnect policies.
• Must be able to conduct accounting research to verify balances, and to exercise considerable independent judgment and creativity in solving complex accounting problems and in making sound decisions when working with customers and their payment options.
• Must be able to work independently as well as in team environments working effectively under stressful circumstances maintaining a high level of accuracy while demonstrating self-control.
• Ability to evaluate utility consumption inquiries based on account history and knowledge of various problems associated with high consumption.
• Ability to communicate clearly and concisely in a pleasant modulated voice, with sensitivity to the needs of others in all aspects of written and spoken communications.
• Ability to organize thoughts and ideas quickly, and transform them into action.
• Ability to multi-task.

Customer Service Representative Page Two

NONESSENTIAL JOB FUNCTIONS

Performs other duties as assigned.

MINIMUM QUALIFICATIONS

Must have a high school diploma or GED with a minimum of two years experience in customer service dealing with the general public that includes billing or accounting, telephone/switchboard operations, 2 years experience in banking as a teller or 4 years cashiering, as well as experience with various office equipment. Equivalent combination of training, education and experience may be acceptable.

KNOWLEDGE, SKILLS, & ABILITIES

Ability to follow written and oral instructions. Ability to communicate effectively, verbally and in writing. Must be able to analyze customer accounts, communicate payment information clearly and concisely, make rapid and accurate mathematical computations and correctly apply payments using complex computer systems. Ability to establish and maintain effective working relationships with employees, supervisors, other City Departments, and the general public. Ability to remain calm in stressful situations. Ability to follow computerized information and to properly analyze results. Must have strong organizational and basic computer skills. Must have the ability to work independently, prioritize workload and meet multiple deadlines. Must have a basic knowledge and understanding of account bookkeeping and basic business math.

LICENSES/CERTIFICATES: Not applicable.

RESIDENCY REQUIREMENT: Not applicable.

ASSIGNED CITY VEHICLE: YES ____ NO __X__

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).

Job Type: Full-time

Pay: $26,000.00 – $46,800.00 per year

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location