Customer Care Rep I - Utilities

General Description

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.

Essential Job Functions

• 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.

Knowledge/Skills/Abilities

• 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, Experience, Licenses and Certifications

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.

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.

All benefits are effective the 1st of the month following 30 days.

Aetna – Health Insurance

The City offers eligible employees the choice of 2 Open Access In Network plans and 1 Open Access PPO Plan. Premiums and co-pays are dependent upon your plan choice.

Cigna Dental– Dental Insurance

The City's dental plan is a PPO plan providing eligible employees with in network or out of network options. You are entitled to two (2) preventive care treatments per calendar year (6 months apart). There is a $1,500 lifetime maximum for Orthodontia (children up to age 19). Premiums will depend on which tier you choose.

EyeMed Vision Care – Vision Insurance

The City's vision plan allows eligible employees to stay in network or go out of network. Your co-pays will vary depending on the network you use. You are entitled to an exam, frames and lenses once every 12 months.

Cigna Life - Life, Voluntary Life, Dependent Life Insurance

The City offers eligible employees a basic term life insurance benefit equal to their annual salary up to a $75,000 maximum at no charge. You can purchase additional voluntary life insurance for yourself and your dependents.

Cigna – Short Term Disability

The City provides short term disability coverage to all eligible employees at no cost to the employee. This coverage is used in the event of an accident or illness outside of work. The plan pays 66.67% of your weekly salary up to a maximum of $1,000. Benefits begin on the 31st day of your disability. The City offers a buy-up to the Short Term Disability Benefit with a 7 day wait period.

E-Flex – Flexible Spending Account

A flexible spending account helps you pay out-of-pocket medical, dental, eye care, daycare and other expenses, with tax deferred money deducted from your paycheck each payroll. The maximum annual election is $2,500.00. Over-the-counter medications must be accompanied by a doctor's prescription although other medical supplies will still be eligible for reimbursement. This is a voluntary benefit.

Trustmark– Supplemental Polices

Trustmark Insurance Company offers voluntary supplemental Critical Illness/Cancer, Accident and Universal Life policies which are paid for by the employee.

LifeLock Benefit Solutions

Protect your personal information and defend against attacks with 24/7, proactive identity theft protection from LifeLock. This is an employee paid voluntary program.

ICMA-RC - Deferred Compensation Plans

The City offers eligible employees the opportunity to enroll in a deferred retirement plan. The money that is deducted from your paycheck each payroll is put into this account and is tax deferred at the end of the year. One-on-one meetings with each company are held quarterly so employees can speak with the representative confidentially on preparing for their retirement. This is a voluntary program.

Florida Retirement System – FRS

Eligible employees are enrolled in the Florida Retirement System with an 8 year vesting period. Employees contribute 3% of their gross earnings per payroll which is subject to change with the IRS.

Cigna – Employee Assistance Program

The City offers this program to all employees. This is a confidential counseling program for employees and their families. The City pays for 3 visits and if you choose to continue, you would use the specialist co-pay on your insurance plan. Counseling can include stress, alcoholism, family problems, marriage difficulties, financial trouble, depression, work/life and more.

VPI - Veterinary Pet Insurance

The City offers Pet Insurance as a voluntary benefit. This benefit is not payroll deducted.

Florida Prepaid College Board

Employees are eligible to enroll in college savings programs as well as 529 plans.

Educational Assistance Program

Employees are eligible for job-related or degree required educational assistance reimbursement up to $2,500 per fiscal year (subject to the availability of funds).

Paid Holidays

The City observes 13 paid holidays per year.

Sick Leave and Annual Leave

Full time employees accrue eight (8) hours per month starting on the first day of employment. Accruals and usage will appear on your pay stub each payroll. Full time employees accrue annual leave (vacation) bi-weekly, based on years of service.

Sick Leave Incentive

Employees receive an incentive of up to four (4) days per calendar year for every 250 hours remaining in their sick leave bank. Sick leave incentive days cannot be carried over to the next year.

Personal Leave

Employees are eligible for a maximum of two (2) personal leave days per calendar year when they have accrued 96 or sick more hours. This leave is approved by the department director through the department leave approval process.

Bereavement Leave

Employees are entitled to five (5) days of bereavement leave in the event of the death of an immediate family member. Employees should check the personnel policy or union contracts, whichever is applicable, for the definition of an "immediate family member".