Job Details
CUSTOMER SERVICE REPRESENTATIVE I (Water Department)
**Job Number:** 2022-0016 **Category:** Full-Time **Status:** Open **Additional Status Information:** Integrity/Respect Financial Stewardship Inclusive Visionary Exceptional Service **Salary:** SALARY & BENEFITS: $13.45 per hour minimum with an annual Step for Performance Pay Plan. Additional benefits that include 12 vacation days, 12 sick days, and 11 paid holidays per year; co-sponsored medical, dental and life insurance plan participation; 401(a) Retirement Plan and Social Security coverage, and continuing education and training opportunities, with tuition assistance programs. **Bid Recipient:** **Description:** Working in the Citys Customer Service Water Department, will provide excellent customer service while interacting with customers by telephone, in person, and/or through written correspondence for all of their City utility/water needs.
ESSENTIAL JOB FUNTIONS: Performs clerical and public contact work in the Water Departments Customer Service Division. By telephone, in person, or through written correspondence, and while maintaining a polite, helpful and friendly attitude, receives and responds to requests, complaints and inquiries pertinent to residential and commercial utility customer service and billing. Performs clerical and cashier work in receiving, posting and processing utility and miscellaneous payment and daily cash reports. Provides prompt, courteous and knowledgeable service researching and analyzing account information to answer customers questions and resolve customers concerns. Prepares and records work orders for new and final accounts, customer concerns and questions, installations, trouble reports and related utility service matters. Follows up with customers for concerns related to field service work orders created and completed.
Activates new services for utility accounts, and charges rates as appropriate. Processes requests for new locations, meter change outs, and vacation request-modifications. Manages the status of surety bond policies. Updates Developer Agreements and provides balances annually to the Finance Department. Checks to ensure dates and correct meter reads are accurately entered on work orders and in the utility billing system. Reviews and corrects open work order report quarterly. Operates cash drawer, makes change, balances receipt tapes, prepares bank deposits and operates utility payment software. This is not intended to be an all-inclusive listing of essential job junctions; the performance of other essential function may be required.
**Qualifications:** KNOWLEDGE, SKILLS & ABILITIES:
Knowledge of standard office methods and procedures.
Ability to gain knowledge of utility service requirements, regulations, ordinances, and policies;
o maintain records and prepare reports;
o meet and deal with people courteously, professionally, and effectively;
o make mathematical calculations with speed and accuracy;
o apply common sense understanding to carry out written or oral instructions;
o deal with problems involving actual variables in standardized situations;
o operate data processing equipment, and
o learn software including but not limited to Outlook, Excel, Word, and Laserfiche.
MINIMUM EDUCATION & EXPERIENCE:
Graduation from an accredited high school or possession of an acceptable equivalency diploma.
Two (2) years experience in customer service activity involving public contact, including at least one year experience in an office environment.
An equivalent combination of education and experience that is determined to be directly related to the foregoing requirements may be substituted.
**Special Requirements:** SPECIAL REQUIREMENTS:
Possession of a valid Florida drivers license with a good driving record as determined by the City of Winter Haven.
**Miscellaneous:** PHYSICAL/ENVIRONMENTAL FACTORS:
Must have the physical ability, strength, and flexibility to perform the job functions in the work environment.
Reasonable accommodations will be made for otherwise qualified individuals with a disability.
EQUAL OPPORTUNITY EMPLOYER
Enriching lifestyle through exceptional service.