New job Part Time-Customer Service Representative II in Florida | 2021

Part Time-Customer Service Representative II

Company : City Of Gainesville, FL
Salary : $36,237 - $55,708 a year

Full Description

Job Ad

The City of Gainesville Regional Utilities currently has an opening for a qualified Customer Service Representative II to join our team to perform assisting customers in planning and accessing a variety of services or coordinating operational customer service activities. You would spend most of your day talking on the phone and interacting with GRU customers, providing World Class Customer Service.


*PLEASE NOTE TYPING AND WORD MUST BE COMPLETED FOR THIS POSITION TO BE CONSIDERED* SEE INSTRUCTIONS BELOW

A typical work day may include
  • Serve as the primary contact for customers, agencies, City employees, and clients to answer, screen, research, inform, advise, record, process, and follow-up all customer requests efficiently and expeditiously as received by phone, mail, Internet, or in person.
  • Analyze customer information to determine deposit requirements.
  • Process utility payments, deposits, permits and services.
  • Create service turn on/off work orders and coordinate with field personnel to ensure timely completion.
  • Clearly explain utility bills to customers.
  • Provide customer service training to new employees and coordinate special projects with staff.


Minimum Qualifications

Graduation from high school or possession of an acceptable equivalency diploma and three (3) years of progressively responsible experience in public contact, customer service relations, retail, banking, call centers or utilities (consistent with the needs of the hiring department),

Or

An Associate degree from an accredited college or university with major course work in business administration, public administration, public relations, or related field; and one (1) year of experience in public contact, customer service relations, retail, banking, call centers or utilities (consistent with the needs of the hiring department);

Or

A Bachelor degree from an accredited college or university with major course work in business administration, public administration, public relations, or related field.

Notes:
  • May Require Assessment(s).
  • May fill multiple positions.
  • May establish an eligibility list.
Preference will be given to those candidates who possess:
  • Experience with multi-service utility call center
  • Experience with SAP

Please note:
  • This position requires the following tests: Typing and City of Gainesville Word.

Steps to Complete the Typing and Word Assessment:
  • Please contact CareerSource North Central Florida Email pcannon@careersourcencfl.com , Pam C will give you directions on how to get the testing complete.
  • Passing scores of 35 wpm (or higher) NET for typing and an overall score of Moderate Knowledge or higher for City of Gainesville Word may be delivered to the City of Gainesville's Human Resources/Organizational Development Department, 222 E. University Avenue (Old Library Building next to City Hall) or send by FAX to (352) 334-2055 by 5:00 PM on Thursday, 4/1/2021 to be considered for this position. Please be sure to include a cover sheet that includes your name and the job for which you are applying and the first page of each test.
  • Please Note: You will need to re-test if the tests you submitted are dated more than one year ago, before 4/1/2020, or if your current scores on file are not at or higher than 35 wpm NET for typing and Moderate Knowledge or higher for Word.
Embracing change is the Gainesville way of life.

Job Description
SUMMARY
This is complex, skilled and responsible work assisting utilities' customers in planning and accessing a variety of services or coordinating operational customer service activities.

Positions allocated to this classification report to a designated supervisor and work under limited supervision. Work in this class is distinguished from other classes by its emphasis on mid-level skilled customer service and technical work in a multiple utility service environment where the focus is customer engagement.

EXAMPLES OF WORK*
  • This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position. The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job. Performance of lower level duties may be required.

ESSENTIAL JOB FUNCTIONS

Depending on the area of assignment:
Serves as primary contact to answer, screen, research, inform, advise, record, process, and follow-up all utility customer requests efficiently and expeditiously as received by phone, mail or personally from citizens, elected officials, agencies, City employees, and clients.

Analyze income and expense information and provide solutions uniquely suited to individual customers.

Analyze customer information to determine deposit requirements.

Processes utility payments, deposits, permits and services.

Handles delinquent accounts and resolves customer account disputes.

Maintains customer accounts.

Assists in emergency storm situations for service restoration.

Correctly applies policies and procedures pertaining to Utilities Customer Service Operations.

Accurately and efficiently obtains and enters customer service information into a customer information system.

Provides customer service training to new employees.

Maintains department records.

Participates in meetings and prepares reports as requested.

Acts as liaison both internally and externally.

Attends work on a continuous and regular basis.

NON-ESSENTIAL JOB FUNCTIONS

Performs other related duties as assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Below are the required education, experience, knowledge, skills and abilities to perform the essential functions.

EDUCATION AND EXPERIENCE

Graduation from high school or possession of an acceptable equivalently diploma and three (3) years of progressively responsible experience in public contact, customer service relations, retail, banking, call centers or utilities (consistent with the needs of the hiring department), or

An Associate degree from an accredited college or university with major course work in business administration, public administration, public relations, or related field; and one (1) year of experience in public contact, customer service relations, retail, banking, call centers or utilities (consistent with the needs of the hiring department); or

A Bachelor degree from an accredited college or university with major course work in business administration, public administration, public relations, or related field.

CERTIFICATIONS OR LICENSES

Licenses
None.

Certifications
None.

KNOWLEDGE, SKILLS AND ABILITIES

Depending on the area of assignment:
Thorough knowledge of office practices and procedures, business English, spelling, and commercial arithmetic.

Basic knowledge of utility services industry, GRU and City operations, and applicable ordinances, policies, and procedures.

Basic knowledge of or ability to learn utilities billing and records policies and procedures.

Basic knowledge of new service procedures and regulations.

Basic knowledge of credit and collections procedures and regulations.

Basic knowledge of or ability to learn government services.

Working knowledge of computers and relevant software including, but not limited to, MS Word, Excel, Outlook, Internet Explorer and SAP.

Ability and willingness to work with customers on a daily basis and remain composed in stressful encounters.

Ability and willingness to remain flexible, positive, and productive in a changing environment.

Ability to use good interpersonal skills through written communications and through oral communications on the telephone and in person.

Ability to exercise independent judgment and initiative in the preparation, filing, tracking, monitoring, and retrieval of customer information.

Ability to work effectively with elected officials, co-workers, charter officers, department heads, representatives of other agencies, other city employees, and the general public in a team environment.

Ability to effectively manage flexible work schedules.

Ability to work under pressure and maintain high level of accuracy.

Ability to prepare and maintain complex records and reports.

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS
To perform this job successfully, an individual must possess certain physical abilities and be able to withstand work related environmental conditions.

PHYSICAL REQUIREMENTS
While performing the duties of this job, the employee is often required to sit or stand for prolonged periods of time.

May on occasion require lifting, carrying, pushing, and/or pulling less than twenty (20) pounds without assistance.

WORK ENVIRONMENT
May be required to work and attend meetings outside regular business hours.

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Source : Indded