What are the responsibilities and job description for the Senior Customer Service Representative position at Fort Pierce Utilities Authority?
Responsible for work in a high performance, customer-centric, team environment in a minimum of three of the following areas: Frontline/Call Center, Cashiering/PBX or back office administration. Responsibilities are varied and include creating new customer accounts, service order requests,performing write-offs of nonpaid debt and all back office duties. Work is performed under the direct supervision of a Team Lead or Customer Service Supervisor.
Must possess:
Graduation from an accredited high school or possession of an acceptable equivalency diploma. Must be proficient in basic math skills, demonstrated by achieving a score of at least 85% on math test. Ability to accurately type 30 words per minute. Experience inMicrosoft Office Suite, including word processing and electronic spreadsheets would be beneficial. Must possess exceptional communication skills and ability to effectively deal with difficult customer interactions. Progression to a Senior Customer Service Representative is not automatic and requires displaying competency and accuracy in all of the Customer Service Representative job duties, as well as having passed a competency exam and approval from the Manager and a Supervisor. When considering new job applicants, a comparable amount of training and experience may be substituted in lieu of some of the minimum qualifications.
(NOTE: There are also secondary functions, which the employee will be required to perform.)Handles specialty assignments that require an extra degree of knowledge of the Customer Service Management system (CSM). The Senior Customer Service Representative is assigned job duties as directed by the Customer Service Manager through Team Leads or Supervisors. Creates, adjusts and ends all Budget Billing customers, including increasing, decreasing or refunding, if necessary.Creates all Golden Year Customers and verifies payment status of accounts; sending for disconnect, if necessary. Removes from Golden Years status per customer request or if not paid in timely manner.Writes-off of residential and commercial terminated accounts that have not been paid, remitting to the collection agency. Additionally, handles all correspondence and requests with the collection agency and customers.Places and maintains accounts in hardship, to prevent write-off. If not paying according to agreement, then removes and writes-off. Audits all move-out service orders monthly and moves the accounts into the property owners name in order to charge the readiness to service charges after thirty (30) days. Audits monthly property owners when their six- month collection exemption expires, in order to verify owner name. If not the same owner's name, move into new owner name and correct any billing. Void late charges on property owner's minimum bill.Researches and responds to all lien correspondence, including recording and releasing the liens with the St. Lucie County Courthouse. Responsible for all lien search requests from Title Companies, Attorneys, etc.Responsible for flagging accounts/customer when bankruptcy received and satisfying the accounts once the bankruptcy is discharged or dismissed. Cancels and recalculates Special Arrangements and verifies correct display on bill .Calculates, requests and corresponds with all customers requiring a residential additional deposit. Creates, reviews and corrects master accounts.Updates and corrects customer statements when adjustments are made. Runs reports through CSM in order to verify SSRS Reports.Runs Smart lists in CSM and correct issues Audits taxes charged on residential and commercial accounts. Performs other duties as assigned.
Must possess:
- considerable knowledge and understanding of the functions of the Customer Service Rep positions.
- considerable knowledge of the CSM Billing System, collection procedures, regulations, rates and taxes.
- considerable knowledge of City codes, FPUA resolutions, policies and practices.
- ability to communicate well with customers and personnel in other departments, both orally and in writing, and maintain good working relationships.
- ability to work with minimal supervision.
- ability to make situationally-based business decisions that are in compliance with policy, procedure and resolutions.
- ability to compile and/or create reports in an accurate and timely manner.
Graduation from an accredited high school or possession of an acceptable equivalency diploma. Must be proficient in basic math skills, demonstrated by achieving a score of at least 85% on math test. Ability to accurately type 30 words per minute. Experience inMicrosoft Office Suite, including word processing and electronic spreadsheets would be beneficial. Must possess exceptional communication skills and ability to effectively deal with difficult customer interactions. Progression to a Senior Customer Service Representative is not automatic and requires displaying competency and accuracy in all of the Customer Service Representative job duties, as well as having passed a competency exam and approval from the Manager and a Supervisor. When considering new job applicants, a comparable amount of training and experience may be substituted in lieu of some of the minimum qualifications.
(NOTE: There are also secondary functions, which the employee will be required to perform.)Handles specialty assignments that require an extra degree of knowledge of the Customer Service Management system (CSM). The Senior Customer Service Representative is assigned job duties as directed by the Customer Service Manager through Team Leads or Supervisors. Creates, adjusts and ends all Budget Billing customers, including increasing, decreasing or refunding, if necessary.Creates all Golden Year Customers and verifies payment status of accounts; sending for disconnect, if necessary. Removes from Golden Years status per customer request or if not paid in timely manner.Writes-off of residential and commercial terminated accounts that have not been paid, remitting to the collection agency. Additionally, handles all correspondence and requests with the collection agency and customers.Places and maintains accounts in hardship, to prevent write-off. If not paying according to agreement, then removes and writes-off. Audits all move-out service orders monthly and moves the accounts into the property owners name in order to charge the readiness to service charges after thirty (30) days. Audits monthly property owners when their six- month collection exemption expires, in order to verify owner name. If not the same owner's name, move into new owner name and correct any billing. Void late charges on property owner's minimum bill.Researches and responds to all lien correspondence, including recording and releasing the liens with the St. Lucie County Courthouse. Responsible for all lien search requests from Title Companies, Attorneys, etc.Responsible for flagging accounts/customer when bankruptcy received and satisfying the accounts once the bankruptcy is discharged or dismissed. Cancels and recalculates Special Arrangements and verifies correct display on bill .Calculates, requests and corresponds with all customers requiring a residential additional deposit. Creates, reviews and corrects master accounts.Updates and corrects customer statements when adjustments are made. Runs reports through CSM in order to verify SSRS Reports.Runs Smart lists in CSM and correct issues Audits taxes charged on residential and commercial accounts. Performs other duties as assigned.
Salary : $21 - $27