Customer Service Representative

GENERAL STATEMENT OF JOB

Provides information and assistance to customers; opens and maintains customer accounts.

EXAMPLES OF WORK

• Provides customer service through taking payments by check, cash or credit card machine, opening new accounts, terminating accounts and updating customer account information.
• Provides information concerning billing and fee structures, delinquent payments and account status.
• Responds to customer complaints, performs research and analyzes to provide resolution.
• Processes payments received, verifies check amounts and account numbers, ensures checks are complete, signed and dated correctly.
• Requests work orders for new service, terminations, repairs, water quality etc.
• Communicates by way of radio with field staff.
• Corresponds and communicates information to customers by way of letter, fax, phone or email concerning account issues (i.e. resolving billing errors, processing new applications, bank drafting and general information concerning Okaloosa County Water & Sewer Policies and Procedures).
• Works with Senior Customer Service Representatives to evaluate the need for adjustments due to billing errors, misapplied payments, pool fills, etc.
• Performs data entry in the maintenance of customer utility accounts.
• Performs filing, copying, scanning, faxing and restocking of office supplies.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

Education, Training and Experience: High school diploma or GED supplemented by six (6) months of experience with direct customer contact, to include money handling, problem solving and modern office support functions, or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities. Must be able to efficiently navigate between various software/programs. Data entry/keyboarding skills required. Experience with Microsoft Outlook preferred. Utility billing experience preferred.

Licenses and/or Certifications: Requires a valid driver license.

OTHER REQUIREMENTS

Physical Requirements: Must be physically able to operate a variety of machines and equipment including computers, telephones, facsimile machines, calculators, copiers, scanners, etc. Must be able to exert up to 25 pounds of force frequently, and/or a negligible amount of force frequently to lift, carry, push and pull or otherwise move objects. Requires prolonged periods of sitting and standing. Physical demands are essentially those of sedentary work.

Language Ability: Requires the ability to communicate effectively in English, including the ability to convey, record and exchange information; requires the ability to explain procedures and to give, receive and follow oral and written instructions. Requires ability to read basic technical data, policy and procedure manuals, codes, etc. Requires the ability to prepare forms and reports using prescribed formats. Requires the ability to communicate with a broad array of individuals from various professional backgrounds.

Intelligence: Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts and draw valid conclusions; to interpret a variety of instructions in written and oral form; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation.

Numerical Aptitude: Requires the ability to add and subtract totals, multiply and divide, use decimals and calculate percentages.

Interpersonal Temperament: Requires the ability to tactfully and effectively interact with the public and with coworkers. Must be able to perform under stress when confronted with frequent deadlines or peak workloads.