Customer Care Rep I - Utilities

This is an entry level position providing quality customer service and a variety of administrative support functions to service customer accounts. This includes performing cashier duties, responding to customer inquiries, providing administrative support and recordkeeping functions to an assigned area of responsibility.  Work is performed under the direct supervision of the Customer Service Operations Coordinator.

• Performs various administrative and customer services duties including greeting visitors, communicates with customers courteously and professionally in person, on the telephone, and by mail, email, or fax, responds to customer inquiries, provides information, and/or coordinates with appropriate staff or department in a timely manner.
• Responsible for researching payments that are not clearly designated as to where they should be applied.  If unable to process, ensures item(s) get to appropriate staff in a timely manner.
• Receives and processes payments and lien payoffs for various City services and departments, including Utilities and Solid Waste.
• Responsible for all aspects of the mail room to include the processing of all outgoing utility and City mail and delivery of the processed mail to the post office in a timely manner.  Responsible for collecting outgoing City mail from the centrally located mail room in a timely manner.
• Maintains customer accounts and related records incidental to cashier operations, to include scanning and attaching pertinent information and documents to customer accounts in a timely manner.
• Responsible for balancing cash drawer daily.
• Assists customers with accounts and responds to inquiries regarding rates, deposit requirements, water restrictions and utility and customer obligations.
• Performs data entry of assigned work into appropriate computer systems/applications, including payments, new customer information, duplicate billing information and charges, initiating service orders, writing adjustment requests, spreadsheets, databases, etc.  May also include entering/changing/deleting information relating to ebilling.
• Assists in establishing and maintaining Standard Operating Procedures.

 
(These essential job functions are not to be construed as a complete statement of all duties performed.  Employees will be required to perform other related duties as assigned, including City-directed work assignments in the event of a declared emergency.)

• Knowledge of departmental policies and procedures.
• Knowledge of billing and collection procedures, to include being familiar with City ordinances, resolutions, with the ability to learn City policies and procedures relating to the establishment of utility accounts, billings, payments, and meter readings.
• Excellent customer service skills, including ability to communicate effectively, both in person and in writing.
• Skilled in the use of small office equipment, including copy machines or multi-line telephone systems.
• Skilled in using computers for data entry.
• Ability to use computer software (Word, Excel, PowerPoint, etc.) and enter data accurately from a wide variety of source documents.
• Ability to resolve simple customer concerns and complaints.
• Ability to prioritize, multitask and show flexibility as needed, based on daily demands.
• Ability to perform mathematical calculations, prepare statistical summaries and reports.
• Ability to work independently under general supervision.
• Ability to understand and carry out complex oral and written instructions.
• Ability to plan, organize and use mature judgment in evaluating situations and making decisions in accordance with established policy.
• Ability to work occasional nights or weekends.
• Ability to work in a team environment and to establish and maintain effective working relationships with City officials, other employees and the public.

Education and Experience:

• High School Diploma from an accredited high school or possession of an acceptable equivalency diploma is preferred.
• Three (3) years of diversified office experience; and one (1) year of experience in customer service and public contact work.

 
(A comparable amount of relevant training, education and/or experience may be substituted for the above qualifications.)
 
Licenses and Certifications:
None

Emergency Response Responsibility

Every City employee has emergency response responsibilities, though not every position will require routine assignments during an emergency event.  All employees are subject to recall around the clock for emergency response operations, which may require irregular work hours, work at locations other than the normal work location, and may include duties other than those specified in the employee's official job description. Assignments in support of emergency operations may be extensive in nature, with little advance notice, and may require employees to relocate to emergency sites with physically and operationally challenging conditions.

Veterans Preference Statement

The City of North Port, FL is an Affirmative Action/ADA/Veterans’ Preference and Equal Opportunity Employer. Women, Minorities, and Persons with Disabilities are Encouraged to Apply.

Salary : $36,711 - $58,738