Customer Service Representative at City of Ocoee, FL

About the Department

Performs responsible, advanced customer contact and office work supporting the business activities of the department, including preparation of special administrative projects, and responding to external and internal customer inquiries and service requests that require in-depth analysis of data and the application of critical thinking ability and specialized knowledge of customer service operations in one or more functional areas including customer contact, payment processing, customer accounting, meter reading, and/or account collections. Duties require in-depth knowledge of policies and procedures of one or more functional areas in customer service, demonstrated proficiency in communicating professionally with customers, and a problem-solving orientation toward efficient completion of customer-initiated requests or special projects as requested from management or other City departments.  

Position Duties

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such duties are a logical assignment to the position.
  

• Performs responsible clerical work receiving payments and issuing receipts. 
• Assists customer in establishing new accounts, receiving payments, and providing information on billing policies. 
• May be assigned to any functional area, and may serve to coordinate transactions between areas of City departments to respond to customer inquiries and requests for service.  
• Serves as primary contact to answer, screen, research, inform, advise, record, process, and follow-up all customer requests received by phone, mail or in person.  
• Identifies and addresses commercial and residential customer service problems. 
• Establishes and maintains customer service records, creates on/off work orders and coordinates with field personnel to ensure timely completion of expected service. 
• Explains departmental and/or City policies and procedures and applicable rules and regulations to the public via personal contact, telephone conversation, or written correspondence.  
• Explains rates or fees, enter requests for service, and maintain accurate records and service files.  
• Resolves billing problems receive payments, and tender receipts.  
• May gather and evaluate data relating to operations, practices, techniques and areas of critical concern to a functional area or customer service as a whole.  
• Uses computer applications to formulate, enter, and analyze data, and to prepare ad hoc reports as requested.  
• Examines accounts receivable and/or computer database to determine if delinquent payments have been made.  
• Types bills and correspondence.  
• Conducts audits on account records in response to customer requests or to monitor payment of accounts receivable.
• Performs related duties as directed when such duties are a logical and appropriate assignment to the position.

Minimum Qualifications

High school diploma or GED equivalent plus three (3) to four (4) years of customer service, meter reading, or business experience involving a concentration in public contact responsibilities; or an equivalent combination of training, education and experience. Must possess and maintain a valid Florida driver's license without any restrictions.

Other Qualifications

Knowledge of modern office procedures, practices and equipment.
 
Ability to use personal computer, word processing and spreadsheet applications, and related automated office equipment.
 
Ability to acquire and apply knowledge of customer service records, billing, payment processing, and accounts maintenance procedures.
 
Ability to exercise sound judgment in making decisions and in the application of department or City policies, procedures, rules and regulations to customer situations.
 
Ability to communicate effectively and professionally and to maintain effective working relationships with external and internal customers.
 
Ability to understand and effectively and independently carry out duties according to written and oral instructions.