Customer Service Clerk II na Homestead, City of (FL), FL

About the Department

General Function:
The Customer Service Clerk II performs technical work that requires the application of excellence in customer service, along with a general knowledge of business principles and methods. The incumbent is supervised by an experienced professional staff member, but the degree of supervision varies with the complexity of assignments and the experience of the recruit. Tasks may vary depending upon areas of assignment or departmental needs.

Reports To:
Customer Service Clerk III

Supervisory Responsibilities:
None

Position Duties

Essential Duties and Responsibilities:

• Provide outstanding customer service by delivering high-quality support, promptly responding to inquiries, and efficiently resolving complaints across phone, email, and in-person interactions to ensure customer satisfaction.
• Perform reconciliation and investigate discrepancies including returned items, credit card fraud, disputes, Western Union & Amscot payments in conjunction with the Finance Department.
• Review estoppel payments for payment processing.
• Assist with all matters regarding the issuance and adjustment of customer utility statements.
• Monitor collections and issue work orders for delinquent accounts.
• Issue and close applicable work orders.
• Review meter reading exception reports and billing registers.
• Track service orders for field service personnel.
• File, amend, and release liens on delinquent owner accounts.
• Forward accounts to the collection agency and maintain collection records.
• Process final and credit refund checks for customers.
• Record all undeliverable checks and create an annual report for the State.
• Evaluate requests to open, transfer and terminate utility services efficiently and accurately.
• Scan and electronically file all appropriate customer documents.
• Load and unload cycle routes assigned for reading.

All of the above information is intended to indicate the general nature and level of work performed by employees in this position. This description is not intended to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of employees assigned to this position. Duties, responsibilities, and activities may change at any time with or without notice.

Type of Appointment/Work hours:

• Full-time/Regular in-person position.
• Standard workweek, which is forty (40) hours of work per week consisting of five (5) days of eight (8) hours per day or four (4) days of ten (10) hours per day. The workday may be varied for the efficient delivery of public service.
• Will be required to work other than the standard workweek on occasion, including evenings, weekends, and/or holidays.
• Will be required to work occasional overtime or shift assignments, if applicable.

Minimum Qualifications

Requirements:

• Must possess a high school diploma or its equivalency.
• Proficiency in Microsoft and other office software applications and technological tools. Experience with the HTE AS 400 system is desirable.
• Ability to take initiative in resolving and following up on problems and to handle multiple tasks simultaneously.
• Strong interpersonal skills for interacting positively and tactfully with customers and the general public, both in person and over the phone.
• Ability to comprehend and follow verbal and written instructions.
• Ability to maintain regular and punctual attendance.
• Thorough knowledge of record-keeping and billing practices, policies and procedures.
• Strong understanding of customer service principles.
• Ability to analyze and interpret billing and customer service reports and related materials.
• May be required to take typing and computer skills tests.
• Must have a valid Florida Driver’s License with a clean driving record.
• Must pass a background screening process, which may include a credit history.

Physical and Environmental Demands or Conditions:
The physical and environmental demands for this position have been listed on the last page of this description. Physical and environmental demands must be met to successfully perform the essential duties and responsibilities of this position.

Other Qualifications

Core Competencies:

• Judgment - Sound decisions based on fact; uses logic to solve problems.
• Quality of Work - Performs work thoroughly, accurately, and professionally.
• Reliability - Timely and consistently completes assigned work; consistently reports to work and is punctual.
• Safety - Committed to ensuring a safe environment and complies with applicable safety standards.
• Technical Capability - Applies knowledge to identify issues and works to develop skills; demonstrates knowledge of techniques, skills, and equipment.

Work Authorization/Security Clearance:

• The employee must successfully pass a background screening process and comply with the City’s Drug-Free Workplace policy.
• The City will also verify the identity and employment authorization of individuals hired so the proper completion of Form I-9 is required, which includes the employee providing documents evidencing identity and employment authorization.

Equal Opportunity Statement:
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Qualifying individuals with disabilities may be provided reasonable accommodations to enable them to perform the essential functions.

Veteran’s Preference Policy:
In accordance with Florida Statute 295.07, F.S., Chapter 55A-7, the City of Homestead complies with Florida law by providing Veterans' Preference in hiring. Qualified applicants, including veterans, spouses, widows/widowers, parents of service members, and current reserve or National Guard members, may receive hiring priority if they meet minimum qualifications and can perform the duties required. Veterans’ Preference includes additional points on exams, prioritized placement on employment lists, and education waivers for certain qualified individuals. This preference ensures eligible candidates are considered fairly at all stages of the hiring process. For questions, contact the Human Resources Department.

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