Customer Service Representative I

Full-Time Benefits: Health, vision, dental, and life insurance; annual and sick leave; paid holidays; pension and tax-deferred compensation (457) plans; and more.

An employee in this class is responsible for performing tasks of more than average difficulty, which involve reviewing, processing and/or investigating requests for and questions about utilities service, billing charges and taxes, occupational license fees, code enforcement, police extra duty work, parking services and charges or other related matters. Under general supervision, the employee participates in assignments that require considerable contact with the general public and may include some field inspection activities requiring the operation of a lightweight motor vehicle. Employee must exercise some initiative and independent judgment as well as tact and courtesy while working in accordance with established guidelines. Some positions require shift work, including nights and weekends. Work is reviewed while in progress through conferences, oral and written reports, and upon completion through observation of results obtained.

Answers and responds to inquiries by telephone, e-mail and in person related to parking services, utility availability, sewer and water line data, billing data, and connection fee charges; conducts research and answers complaints regarding incorrect charges and recommends necessary adjustments; processes and monitors service requests; notifies customers about delinquent bills.

Receives payments for a variety of municipal services, such as parking services, citations, utilities, occupational licenses, parks and recreation rentals, and extra duty work; processes to facilitate collection of revenue; deposits checks.

Maintains necessary records as to location and status of residences or businesses within assigned areas; interprets engineering drawings to determine utility locations and other pertinent data; prepares necessary oral and written reports.

Inspects conditions and recommends solutions to problems arising in connecting with operation of the sanitary sewer or water systems; acts as a liaison between sewer and water departments, builders, contractors, property owners, and other governmental agencies with respect to information exchange.

Reviews computer records or printouts of parking or sewer billing register to ensure accuracy of billings related to information dropouts and/or service charges; reviews meter data cards for accuracy and corrects same.

Sets up new accounts for customers requesting parking or water services, handles turn-offs for customers closing their accounts; transfers accounts for customers who are moving; processes and issues business licenses to new businesses, processes renewals on delinquent businesses, and updates records on the computer system; processes inspection notices, updates, etc.

Researches engineering work orders for others; researches meter work orders for status; verifies and reviews reports and logs for follow-up by inspectors and to ensure that documentation is complete and action taken is proper.

Operates a variety of office and communications equipment.

Operates computer for data calculations, record keeping, typing correspondence, completing forms, etc.; enters/retrieves data regarding accounts using computer to ensure accuracy of files and complete records of transactions.

Prepares resolutions to place demolition and mowing liens against properties.

When assigned to parking: provides customer service for both walk-in and phone customers; performs data entry for manual citations; performs research on manual citations listed in the reject file; processes administrative holds, underpaid and overpaid citation payments, and refunds; verifies unknown tags, VIN numbers, vehicle tags.  

Performs related work as required. .

Considerable knowledge of: the rules, regulations, procedures, and functions of the assigned area; the appropriate municipal codes, ordinances, and resolutions; laws, principles and methods relating to office and/or inspection responsibilities of assigned area.

Some knowledge of: the layout of the city and its geography.

Ability to: perform basic mathematical calculations with speed and accuracy; meet the general public and establish and maintain effective working relationships with others; prepare clear and concise reports and maintain records using a variety of source materials; understand and follow complex oral and/or written instructions.

Graduation from an accredited high school and one (1) year of experience in the field of customer service, problem resolution or field inspections; or an equivalent combination of training and experience.

Possession of a valid Florida driver’s license might be required.

Evaluation of education and experience.

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