• Job Title: CUSTOMER SERVICE REPRESENTATIVE II (PROMOTIONAL ONLY)
• Category: Full-Time
• Application Closing Date: 5/16/23, 5:00 p.m.

Salary and Benefits:

• $14.80 Per Hour Minimum
• Annual Step for Performance Pay Plan
• 12 Paid Holidays Per Year
• 12 Vacation Days Minimum, Earned Per Year
• 12 Sick Days Earned Per Year
• Medical, Dental, Vision, and Life Insurance Benefits
• 401(a) Retirement Plan and Social Security Coverage (or Current Retirement Plan)
• Flexible Education, Training, and Development Opportunities
• Education/Tuition Assistance Program
• Employee Assistance Program – to include Mental Health Assistance/Services

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Essential Job Functions:

Performs advanced clerical and public contact work in the Utility Customer Service Division. By telephone, in person, or through written correspondence, and while maintaining a polite, helpful, and friendly attitude, receives and responds to requests, concerns, and inquiries pertinent to residential and commercial utility customer service and billing. Provides prompt, courteous, and knowledgeable service researching and analyzing account information to answer customers’ questions and resolve customers’ concerns. Prepares and records work orders for new and final accounts, customer concerns and questions, installations, trouble reports, and related utility service matters. Follows up with customers for concerns related to field service work orders created and completed.

Activates new services for utility accounts and charges rates as appropriate. Processes requests for new locations, meter change outs, and vacation request-modifications. Manages the status of surety bond policies. Updates Developer Agreements and provides balances annually to the Finance Department. Checks to ensure dates and correct meter reads are accurately entered on work orders and in the utility billing system. Reviews and corrects open work order report quarterly. Runs and reviews delinquency reports and payment history to determine appropriate collection action for each delinquent account, including applying penalties. Schedules field service work for disconnection of service and produce and follow through on all related paperwork. Inputs follow-up meter readings from field service work orders into utility billing software system. Process utility batches in financial module. Daily importation of payment file reports. Reconciliation of daily revenue postings to bank statements and financial module.

Proposes and promotes various payment and billing options available to customers; initiates and establishes those services for customers. Retrieves and responds to voice messages left by customers. Calculates and processes adjustments and miscellaneous charges to customers’ accounts. Produces call lists for delinquent accounts and returned payments, and uploads lists to web-based calling system. Trains and tracks the performance of new staff.

Acts as support staff for CSRI positions. In the Supervisor’s absence, provides backup for the business unit. This is not intended to be an all-inclusive listing of essential job junctions; the performance of other essential functions may be required.

Knowledge, Skills & Abilities:

• Knowledge of standard office methods and procedures.
• Ability to gain knowledge of utility requirements, regulations, ordinances, and policies.
• Ability to maintain records and prepare reports.
• Ability to meet and deal with people courteously, professionally, and effectively.
• Ability to make arithmetic calculations with speed and accuracy.
• Ability to apply common sense understanding to carry out written or oral instructions.
• Ability to deal with problems involving actual variables in standardized situations.
• Ability to operate data processing equipment.
• Ability to learn software, including but not limited to Outlook, Excel, Word, and Laserfische.

Minimum Education & Experience:

• Graduation from an accredited high school or equivalency diploma.
• Two (2) years’ experience in customer service activity involving public contact, including at least one year experience at the CSRI level.
• An equivalent combination of education and experience that is determined to be comparable and directly related to the foregoing specific requirements may be substituted.

Special Requirements:

• Possession of a valid Florida drivers’ license with a good driving record as determined by the City of Winter Haven.

Physical / Environmental Factors:

• Must have the physical ability, strength, and flexibility to perform the job functions in the work environment.
• Reasonable accommodations will be made for otherwise qualified individuals with a disability.

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AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER
AND A DRUG-FREE WORKPLACE

Enriching lifestyle through exceptional service.