Customer Service Representative

Salary: $17.58 - $19.33 Hourly

Location : Water & Sewer - Fort Walton Beach, FL

Job Type: Full-Time

Job Number: 24-063

Department: Water & Sewer

Opening Date: 03/21/2024

Closing Date: 4/3/2024 11:59 PM Central

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.

01

Please indicate which best describes your highest level of completed education.

• No formal education completed, but I have relevant experience
• High School Diploma or GED
• Associates Degree
• Bachelors Degree
• Masters Degree
• None of the above

02

How many years of experience do you possess with direct customer contact, to include money handling, problem solving and modern office support functions?

• None
• Less than 6 months
• At least 6 months but less than 1 year
• At least 1 year but less than 2 years
• At least 2 years but less than 3 years
• At least 3 years but less than 4 years
• At least 4 years but less than 5 years
• 5 years or more

03

Please describe your experience with direct customer contact, to include money handling, problem solving and modern office support functions (If none, please enter "N/A") in the space provided.

04

Please indicate the number of years of experience you have in providing positive customer service in a retail, fast food, utility, or similar industry?

• None
• Less than 6 months
• At least 6 months but less than 1 year
• At least 1 year but less than 2 years
• At least 2 years but less than 4 years
• At least 4 years but less than 6 years
• At least 6 years but less than 8 years
• 8 years or more years

05

Please describe your experience providing positive customer service in a retail, fast food, utility, or similar industry (If none, please enter "N/A") in the space provided.

06

Please indicate the number of years of experience you have handling cash, credit card or check transactions through a cash drawer and reconciling transactions at the end of the day.

• None
• Less than 6 months
• At least 6 months but less than 1 year
• At least 1 year but less than 2 years
• At least 2 years but less than 4 years
• At least 4 years but less than 6 years
• At least 6 years but less than 8 years
• 8 years or more

07

Please describe your experience handling cash, credit card or check transactions through a cash drawer and reconciling transactions at the end of the day (If none, please enter "N/A") in the space provided.

08

Please indicate the number of years of experience you have solving account or customer billing, invoicing and/or sale transaction problems.

• None
• Less than 6 months
• At least 6 months but less than 1 year
• At least 1 year but less than 2 years
• At least 2 years but less than 4 years
• At least 4 years but less than 6 years
• At least 6 years but less than 8 years
• 8 years or more

09

Please describe your experience solving account or customer billing, invoicing and/or sale transaction problems (If none, please enter "N/A") in the space provided.

10

Please indicate the number of years of experience you have working for a water, sewer, electric or gas utility in a customer service position.

• None
• Less than 6 months
• At least 6 months but less than 1 year
• At least 1 year but less than 2 years
• At least 2 years but less than 4 years
• At least 4 years but less than 6 years
• At least 6 years but less than 8 years
• 8 years or more

11

Please describe your experience working for a water, sewer, electric or gas utility in a customer service position (If none, please enter "N/A") in the space provided.

12

Do you possess any commercial utility billing experience?

• Yes
• No

13

If you answered yes to the previous question, please describe your experience (If none, please enter "N/A") in the space provided.

14

Please describe your knowledge of equipment you have used to support an office environment (If none, please enter "N/A") in the space provided.

15

How would you rate your knowledge of using a computer and Microsoft Office products?

• No knowledge
• Beginner
• Intermediate
• Advanced

16

Please indicate the Microsoft office products that you have experience using.

• None
• Word
• Access
• Excel
• Power Point
• Outlook

17

Please indicate your experience with a 10 key.

• None
• Some experience
• Proficient - by touch

18

Please indicate your typing speed.

• Less than 25 correct wpm
• At least 25 correct wpm but less than 40
• At least 40 correct wpm but less than 60
• 60 or more correct wpm

19

Do you speak any languages fluently other than English?

• Yes
• No

20

If you answered "Yes" to the previous question, please list the languages that you speak fluently other than English (if none, please enter "N/A") in the space provided.

21

Do you possess a valid driver license?

• Yes
• No

Required Question