What are the responsibilities and job description for the Customer Service Representative I position at City of Boca Raton, FL?
General Statement of Job
Essential Functions
TYPICAL FUNCTIONS:
- Receives customer inquiries, service requests, and complaints by telephone, email, fax, or in person.
- Advises customers on billing, collection, and service procedures regarding alarms, parking, and utility services, referencing the State Statutes, or City Ordinances which govern these programs, as well as any appeal process as appropriate.
- Assist customers in establishing new service accounts, closing or transferring accounts.
- Prepare correspondence and emails in response to patron/customer inquiries and requests.
- May record and collect parking citation fees, false alarm fees, and utility payments, through mail, bank, or in person, and post to the proper account.
- Performs a variety of filing and record-keeping duties associated with parking citations, alarm billing, utility billing, and collection activities.
- Research and correct errors in customer accounts.
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Collects money for new services, deposits, and other City Departments;
Processes meter refunds through the petty cash process. - Performs research on vehicle tags not found in the FL DMV weekly report.
- Corrects information in the AS400 in relation to rental vehicles and prepares a letter to the offender.
RELATED TASKS:
- Mails water bills; researches high bills and ensures billing is correct.
- Ensures cash and checks received balance with bill stubs, receipts; closes cash register.
- Counts and rings up money received by other departments.
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Writes work orders to re-check meters and cut-off for customers who are moving;
Responsible for researching activities. - Performs related tasks as required.
Knowledge, Skills and Abilities
General knowledge of terminology, methods, procedures and equipment; general knowledge of standard office procedures, practices and equipment; ability to understand and follow oral and written directions; ability to establish and follow detailed work procedures; skill in use of a variety of office machines and computer equipment; ability to use various Windows-based computer software, including FLEX (T2) and IRIS; ability to pass a typing test – 25 WPM, 10 key, math and clerical tests at time of application; general knowledge of utility service connection and termination procedures, billing, collecting, and adjustments; ability to establish and maintain effective working relationships with citizens and customers and other City staff.
Minimum and Preferred Qualifications
EDUCATION AND EXPERIENCE:
Any combination of education and experience equivalent to graduation from high school and three (3) years of public contact experience.
SPECIAL REQUIREMENTS:
Possession of a valid State of Florida Class "E" driver's license with no more than six (6) points in a three (3) year period.
POST-OFFER BACKGROUND REQUIREMENTS:
The background check process for this position may include:
- Criminal Background Check
- Employment Verification
- Motor Vehicles Report (MVR) Check
The City of Boca Raton is an Equal Opportunity, Inclusive, Veteran's Preference Employer and Drug Free Workplace. It is the policy of the City of Boca Raton to prohibit discrimination on the basis of race, color, religion, gender, gender identity or expression, marital status, age, national origin, disability, pregnancy, familial status, sexual orientation, genetic information, or any other status or condition protected by applicable federal, state or local laws.
