Customer Service Representative I

General Description

The Customer Service Representative I is responsible for providing customer service and clerical support for the City of Casselberry. The Customer Service Representative I performs work that is routine and covered by existing policies, procedures or instructions.

Examples of Essential Functions

Provides customer service and clerical support for the Finance Department. (95%)

Receives and processes payments via telephone or in person for utility invoices, utility deposits, and all other City cash receipts. Utilizes correct payment coding to ensure accurate recording of transactions.

Maintains cash register and performs daily reconciliation for cash, check and/or credit card payments applicable to customer accounts to accurately record City's accounts receivable balances.

Processes incoming mail and creates utility payment batches, scans checks, and enters data payment information to applicable utility account.

Processes electronic payment batches and enters payment information to applicable utility account.

Endorses check payments and prepares for bank deposit(s).

Assists customers via telephone or in person with billing inquiries and utility account set up or closure.

Resolves customer billing questions in a smooth and efficient manner.

Generates service orders for field personnel for service initiation, meter reads, leak checks and interruption of service.

Collaborates with the Finance Department to ensure compliance with all financial policies as related to job responsibilities.

Additional Duties and Responsibilities (5%)

Performs all duties and responsibilities in a manner consistent with the core values of the City, and consistent with City and Department policies.

Distributes mail delivered by post office to appropriate departments.

Follows safe working practices and has a working knowledge of safety practices and procedures.

Receives non-routed telephone calls for City Hall and routes to appropriate department for assistance.

Adheres to laws, regulations and policies of the City and of the assigned department. Follows instructions provided by supervisor, department director, or their designee.

Participates in department meetings, staff meetings and other related activities.

Completes the identified required or assigned training timely and applies acquired knowledge and/or skills.

Maintains, preserves, retains and disposes of public records pursuant to FS Chapter 119.

Emergency Management Role

Participates as a member of the City staff as required to take action in the event of an emergency.

Assists in bilingual (English/Spanish) translation services for City Hall, if bilingual.

Acts in the assigned role to support the City in disaster preparation and/or disaster recovery efforts as described in the City of Casselberry Emergency Management Plan, supervisor or designee.

(These essential and additional job functions are not to be construed as a complete statement of all duties per formed. Employees will be required to perform other job related marginal duties as required.)

Typical Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Education and Training: A High School Diploma or G.E.D. is required; Associates' degree (AA/AS) in business administration or related field is preferred. A comparable combination of education and experience may be considered.
• Experience: A minimum of one (1) year experience in utility customer service or related field is required. Bilingual (English/Spanish) translation skills experience is preferred. Government agency experience is preferred.
• Certificates, Licenses and/or Registrations Required: Must possess and maintain a valid Florida Driver's license. A Motor Vehicle Record (MVR) check will be made to determine acceptance of past driving record.
• Security Clearance: Florida Department of Law Enforcement background clearance.
• Knowledge, Skills and Abilities:
• Knowledge (intermediate level) of local, state and federal regulations affecting work.
• Knowledge (intermediate level) of utility billing terminology, methods, procedures and equipment.
• Knowledge (intermediate level) of cash and payment handling and reconciliation.
• Knowledge (intermediate level) of customer utility billing and collection procedures.
• Knowledge (intermediate level) of departmental rules, policies and procedures.
• Knowledge (basic to intermediate level) of utilities software and work management software suite.
• Knowledge of City ordinance.
• Skill in effectively dealing with the public and other agencies in a courteous, tactful and impartial manner.
• Ability to establish and maintain effective working relationships with other employees and the public.
• Ability to operate a motor vehicle.
• Ability (intermediate to advanced level) to utilize Microsoft Office Suite, e.g. Outlook, Word, and Excel.
• Ability to learn and follow City utility policies, practices, services and charges.
• Ability to maintain accurate financial records and reports.
• Ability to handle and accurately count cash.
• Ability to interpret customer account activity.
• Ability to support the mission statement of the City of Casselberry: Committed to protect and enhance the quality of life within its community.
• Ability to support the core values of the City of Casselberry.
• Ability to support the vision of the City of Casselberry: A vibrant, affordable, diverse, and progressive community where citizens feel safe, enjoy their neighborhoods, and access their city government.

Supplemental Information

The work environment and physical demands described here are representative and not intended to be all-inclusive of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made when requested to enable individuals with disabilities to perform the essential functions.

A. Work Environment: This position performs the duties in an office setting. The noise level in the work environment is moderate and consistent with an office environment.

B. Physical Demands: The primary functions require prolonged periods of time sitting, and using hands to handle or feel. Occasionally this position will stand, walk, and bend. In addition, this position may be required to occasionally lift and carry up to ten (10) pounds with or without assistance of another person or utilization of lifting equipment. This position is regularly required to use vision, speech and hearing, with or without assistive devices.

C. Equipment/Tools and Technology Used: This position utilizes the following tools and equipment while performing the duties of the job: Computer, phone, scanner, receipt printer, calculator, fax, and printer/peripherals.

D. Employee Infection/Exposure Risk Classification: Category III: Employee performs tasks that do not involve exposure to blood, body fluids or other potentially infectious materials (OPIM). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid, or to be potentially exposed in some other way. Tasks that involve handling of implements or utensils, use of public or shared bathroom facilities or telephones, and personal contact such as handshaking are Category III tasks.

The City of Casselberry offers a competitive salary and a comprehensive benefits package.

Health Benefits:
The City of Casselberry pays a substantial portion of our employee's health insurance. Dependent coverage is available at an additional cost, part of which is paid by the City. Health insurance discounts for wellness, non-tobacco and biometric screenings are available to qualified individuals. Group discount plans are available for optional dental, vision, STD, Voluntary Life with ADD, Legal, Accident/Critical Illness and Cancer. Paid long term disability after one year of employment.

Pension:
401a Plan - 10% salary contribution paid by the City
457 Deferred Compensation Plan – City pays 100% match of an employee's voluntary contribution up to 4% of their annual salary

8 paid holidays per year (10 hours per day)

Paid annual leave and sick leave

Paid bereavement and military leave

Education reimbursement

Employee Incentives:
Cost of Living Adjustments
Education and Certification Incentives
Employee Recognition and Appreciation
Probationary Increases
Professional Development
2% Residency Incentive pay for Casselberry residents
Wellness Health Incentive Program

The City of Casselberry is an equal opportunity employer, veteran preference provider, and a drug free workplace.

01

Do you have knowledge/experience of customer utility billing and collection procedures.

• Yes
• No

02

Do you have a minimum of one (1) year experience in the utility customer service field? (NOTE: this must also be listed on your resume and in the employment history section of the application)

• None
• More than one year less than two
• More than two years less than three
• Three plus years

03

Do you possess any of the following? Please check all that applies.

• High School Diploma/GED
• Associate's Degree
• Bachelor's Degree

04

Do you have Government agency experience? (NOTE: this must also be listed on your resume and in the employment history section of the application)

• Yes
• No

05

The starting rate for this position is $18.43/hr. Is this rate of pay acceptable to you?

• Yes
• No

Required Question