Customer Service REP

This Full-Time Non-Exempt position is based on a 40-hour work week with a pay rate of TBD.

Pay Rate: TBD based on qualifications and experience

This position is part of the Public employees Union (PEU) and will work at Utilities Building located at 120 N Federal Hwy , Lake Worth, FL 33460.

In addition, this position offers:

• Vacation and Sick Leave Accruals
• 14 Paid Holidays
• City of Lake Worth Beach Medical Benefits that include Life Insurance, Dental and Vision coverage
• Retirement Plan

SUMMARY:

Under general supervision, responsible for handling customer questions, payments, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one stop resolution.

ESSENTAIL DUTIES AND RESPONSIBILITIES:

• Receives inquiries from customers, contractors, and other city departments by telephone, email, fax, or in person.
• Answers customer requests or inquiries concerning services, products, billing, and equipment.
• Verifies customer account and active services using various databases and software applications.
• Researches customer account information to explain services, charges, and adjustments.
• Logs customer complaints, creates service requests, and route to the appropriate department(s).
• Receive utility payments through mail and in person and post to proper account. Balance at end of day.
• Assist customers in establishing new service. Also assist with closing or transferring accounts.
• Collect money for new services and deposits.
• Maintains and files generated service requests.
• Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

To perform this job successfully, an individual must be able to perform each essential duty and possess a positive, professional demeanor.

• Effectively communicates with supervisor, employees, other departments and the public
• Fast learner-
• Ability to understand and quickly and accurately follow oral and written instructions and to complete assigned tasks with minimal supervisory direction
• Technologically savvy- Ability to work with multiple systems and applications simultaneously
• Strong attention to detail
• Adaptability- willingness to jump in and adapt to the process
• Knowledge of good customer relations practices.
• Knowledge of standard office procedures.
• Knowledge of electric and water utility.
• Ability to handle conflict.
• Skill in oral and written communication.
• Skill in handling multiple tasks and prioritizing.
• Skill in handling conflict and uncertain situations.
• Skill in decision making using independent judgment.
• Skill in use of variety of office machines and computer equipment.
• Ability to work with frequent interruptions and changes in priorities.
• Maintain a positive and professional demeanor.
• Ability to train others.
• Ability to establish and maintain effective communication and working relationships with city employees and the public.
• Excellent communication skills.
• Ability/willingness to create and support a safe work environment.
• Performs other duties within the Customer Service Division as may be assigned.
• Advanced Microsoft Office skills.
• Data entry/ 10 key.

EDUCATION AND EXPERIENCE:

Graduation from High School or equivalent, plus (3) years' experience in a customer service office position performing the above skills and knowledge. Bilingual a plus or preferred.