Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE

JOB FUNCTION/ PURPOSE:

This is a varied and highly responsible customer service position involving all elements of the CSR I position along with using accomplished knowledge, experience of customer service, and problem-solving techniques. Employees assigned to this class may serve in a lead worker capacity, aid, and direction to other employees in the work unit as well as support the Customer Service Supervisor/Manager. Employees in this class are expected to exercise independent judgment and initiative in the performance of daily tasks.

EXAMPLES OF WORK:

This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position. The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job. Performance of lower-level duties may be required.

ESSENTIAL JOB FUNCTIONS:

• Must be able to organize thoughts and ideas quickly and transform them into action with successful results.
• Ability to exercise considerable independent judgment and creativity in solving complex problems. Make decisions in accordance with ordinances, rules, and departmental policies and procedures, or other regulations.
• Ability to work under pressure and maintain a high level of accuracy and self-control.
• Ability to perform work in a courteous and impartial manner.
• Able to analyze and research accounts for accuracy, errors, payment history, bad debt and balance verifications to ensure satisfaction and positive results to the customer as well as the utility or other departments.
• Assists with special projects or reports to enhance quality while developing newer and better processes.
• Train functional users as necessary on system.

NON-ESSENTIAL FUNCTIONS: Performs other duties as assigned.

CERTIFICATIONS AND LICENSES:

• Valid Florida Driver’s License Required.

KNOWLEDGE, SKILLS. AND ABILITIES:

• Ability to perform assigned tasks with only general direction.
• 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 computer systems.
• Ability to establish and maintain professional 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 advanced computer skills. Must have the ability to work independently, prioritize workload and meet multiple deadlines. Must be willing and able to provide support and leadership to co-workers while dealing with customers and work-related issues. Must have a strong knowledge and understanding of account bookkeeping and basic business math.

EDUCATION AND EXPERIENCE:

• Must have a high school diploma or GED
• Minimum of two years customer service experience.
• Requires a minimum of two years’ experience in Customer Information System software application, development/support, or similar software.
• Prefer prior experience of a progressively responsible nature with strong leadership skills.
• An equivalent combination of training, education, and experience may be considered in lieu of up to one year’s experience.

RESIDENCY REQUIREMENT:

The employee must reside within 30 minutes of City Hall (50 NW Main Street).

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS:

To perform this job successfully, an individual must possess certain physical abilities and be able to withstand work related environmental conditions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

PHYSICAL AND DEXTERITY REQUIREMENTS: Position requires mostly sedentary work that will occasionally require walking or standing for brief periods of time. Requires sedentary work that involves sitting or standing for prolonged periods of time and may involve exerting up to fifteen (15) pounds of force occasionally to move objects, or considerable skill, adeptness, and speed in the use of fingers, hands or limbs in tasks involving repetitive motions and the use of standard office equipment. Great physical effort is not necessarily a part of the job, but long hours attending evening meetings or working on agency-related matters may be required. Occasional travel out of town may also be necessary. Stamina is required to endure and resolve crisis-oriented work situations.

SENSORY REQUIREMENTS: Sensory ability refers to hearing, sight, touch, taste, and smell required by the job. The job requires normal visual acuity and field of vision, hearing, speaking, color perception, sense of smell, depth perception, and texture perception.

During periods when the City Mayor issues an emergency declaration for the City of Williston, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.

DRUG FREE WORKPLACE

CHAIN OF COMMAND: ACCOUNTS MANAGER, ASST. UTILITY DIRECTOR, UTILITY DIRECTOR, CITY MANAGER

Pay: $16.25 - $20.43 per hour

Expected hours: No less than 40.0 per week

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person