City of Cocoa Looking for Customer Service Representative at Cocoa, FL Full Time

JOB SUMMARY

ESSENTIAL JOB FUNCTIONS

• Receives and assists the general public by answering inquires, providing routine information to customers in person, via email, or answering telephone calls.
• Receives, counts, and balances daily intake of various forms of payment.
• Performs credit negotiations (payment extensions, arrangements for turn-ons/offs).
• Responds to billing inquiries and assists with customers’ high bill complaints.
• Provides information about programs, products and services for all the municipalities the City of Cocoa bills services for.
• Report water emergencies and outages to appropriate departments.
• Provides data to customers requesting new service or for construction purposes.
• Seek resolution of customer complaints.
• Open, close, or transfer utility accounts at the request of customer.
• Reviews and verifies customer provided information against utility account records.
• Prepares appropriate work and/or job orders related to field work for connections, disconnections, transfers, re-reads, meter repairs/maintenance, etc.
• Receives and maintains routine records of cash and non-cash receipts for payment of bills, deposits, new meter installations, temporary meters, etc.
• Validates payments on a receipting machine, counts monies received and verifies transactions for bank deposit.
• Cross-reference bad debt accounts with service requests to collect outstanding balances.
• Files work orders, various reports, and miscellaneous paperwork.
• Explains departmental policy, rules and regulations to the general public via personal contact, telephone inquiry or email/fax in regards to rates and services offered and billed.
• The majority of position duties are required to be performed on-site.
• Operates computer, printer, validating machine, adding machine, telephone and/or headset, copier, scanner and other equipment which do not require previous training or experience.
• Provides back-up coverage for Customer Service Technician.
• Essential Employees may be required to work during a declared or undeclared emergency.
• Performs other related job duties as assigned.

Knowledge, Skills and Abilities:

• Knowledge of service records, customer accounting and collection procedures of the department.
• Knowledge of modern office procedures, practices and equipment.

• Skill in the use of a variety of computer programs, including Microsoft Office, Outlook and various office equipment.

• Ability to learn quickly and retain information on a wide variety of subjects.
• Ability to exercise good judgment in the making of minor decisions in accordance with policies and procedures and follow simple oral and written instructions.
• Ability to establish and maintain cooperative working relationships with city officials, staff, the general public and representatives of other agencies toward the accomplishment of assigned projects.
• Ability to gain the trust and cooperation of others to effectively communicate concepts and ideas.
• Ability to interact tactfully and courteously with the public and maintain composure in difficult and/or stressful situations.
• Bilingual, Spanish speaking preferred.

QUALIFICATIONS

Special Qualifications:

PHYSICAL DEMANDS

• Lifting: Ability to lift and move objects
• Crouching: Bending the body downward and forward by bending leg and spine.
• Fingering: Dexterity, primarily with fingers, as in picking, pinching, or typing.
• Handling: Picking, holding, or otherwise working with the whole hand.
• Hearing: Ability to hear and understand at normal speaking levels with or without correction.
• Mental Acuity: Ability to make rational decisions.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
• Speaking / Talking: Ability to communicate clearly, accurately and concisely through speech.
• Sitting: Ability to sit for extended periods of time.
• Standing: Ability to stand for extended periods of time.
• Visual Acuity: Ability to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading, operating motor vehicles; including color, depth perception, and field vision.

• Medical, Dental, Vision, Life Insurance, and Long Term Disability
• 11 Paid Holidays per year
• Vacation & Sick Time
• Complimentary Health Clinic
• Retirement
• Discounts, Wellness Benefits, and much more!