Customer Service Representative

Veteran's Preference Applies

EEO Statement

The City of Delray Beach does not discriminate on the basis of race, color, national origin, sex, religion, age or disability, marital status, family status or sexual orientation in employment or the provision of services

Non-Smoking

The City of Delray Beach is a Non-Tobacco Workplace. The City will not consider applicants who have used tobacco or nicotine products for a period of at least three months prior to application for employment. The definition of "tobacco or nicotine products" includes but is not limited to, cigarettes, cigars, chewing tobacco, pipes, snuff, e-cigarettes and nicotine patches or gum.

This is general customer service, clerical and light bookkeeping work in administration of utility billing. This work involves answering a large volume of phone calls from residents regarding utility billing inquiries and providing courteous customer service, opening/closing accounts, and processing billing adjustments/charges. Work is performed under the general supervision of the Supervisor assigned to.

The following duties are normal for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

• Responds to telephone and walk-in customer inquiries and complaints and provides detailed and accurate information regarding the utility billing process and requirements.
• Reviews and reconciles accounts for correct rates and services and adjusts accounts accordingly.
• Prepares correspondence in response to customer inquiries.
• Receive and process customer payments.
• Monitors illegal usage report; researches customer accounts to facilitate collection for unauthorized usage of water/sewer/garbage.
• Researches bad debts and initiates collection procedure; processes write-offs of bad debts; researches liens as needed for title search requests.
• Prepares payment agreements as needed; calculates and tracks compliance of payment arrangements made for customers who are having difficulty paying their bill.
• Performs various clerical duties; prepares daily deposit, data entry, processing work orders, researching returned mail, customer file maintenance, typing and filing.
• Validates cash and checks for utility billing payments, permits, MCR's, tap cards and other receipts and balances cash edits.
• Sells beach stickers.
• Processes NSF Checks.
• Fosters positive employee relations and employee morale on a City-wide basis.
• High School graduation or possession of an acceptable equivalency diploma.
• Two (2) years of professional, verifiable general office experience.
• Cashier experience preferred.
• Requires demonstrated ability to effectively utilize personal computer and office software such as Microsoft Word, Microsoft Excel, and Microsoft Outlook.
  
  

Knowledge of collection methods and procedures. Knowledge of the City's policies, procedures, and practices. Skill in effectively assisting customers. Ability to provide courteous customer service. Ability to enter and retrieve data accurately into the City's mainframe system or other required application. Ability to establish and maintain effective working relationships with employees and the general public. Ability to communicate effectively in oral and written form. Ability to manage and prioritize routine, specialized and complex assignments and problems utilizing knowledge acquired through prior education, training, and experience. Ability to adapt to an evolving and continually improving environment. Punctuality and regular attendance are essential functions of this position.

The abilities expected of all employees include being able to respond to supervision, guidance and direction of superiors in a positive, receptive manner and in accordance with stated policies, be appropriately groomed and attired so as to present a professional image in accordance with the organization's mission, goals, and policies; report for work promptly and properly prepared at the time and place required by the assignment or orders; notify the appropriate supervisor of intended absences in accordance with stated rules; conform with standards and rules regarding use of accrued time; demonstrate a polite, helpful and courteous manner when engaged in any activity with the public; operate and care for equipment to manufacturer's specifications and/or within the specified parameters; demonstrate an understanding, consideration, and respect of cultural, religious, and gender differences when interacting with the public and colleagues.

A comparable combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position, may be substituted for the minimum qualifications.

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear, use hands to finger, handle, feel, or operate objects, tools, or controls, and reach with both hands and arms. The employee is occasionally required to walk and stand. The employee must occasionally lift and/or move up to 10lbs. Specific vision abilities required by this job include close vision and the ability to adjust focus. Ability to sit at a desk and view a display screen for extended periods of time. Ability to enter data at a prescribed rate of speed. Ability to access, input and retrieve information from a computer. Work inside in an office environment.

SELECTION GUIDELINES: Formal application, rating of education and experience; oral interview and reference check; job related tests might be required. The job description does not constitute an employment agreement with the employer, and requirements of the job change.