Customer Service Representative

Under the general supervision of the Customer Service Manager or other administrative superior, incumbent is responsible for a variety of routine clerical duties relating to the collection and reconciliation of utility payments; the maintenance and adjustment of customer accounts and related records; and the opening and closing of utility accounts, receiving and maintaining records of cash receipts for payment of bills, taxes and fees. Work requires considerable facility in resolving customer concerns, communication, counting money and making change, but is performed according to established and well defined procedures. Works involves extensive contact on the telephone and in person with members of the general public, the Utility Billing Office employees and with employees of other City departments. Work is performed under supervision and is checked by daily.

Receive utility bill payments by mail and in person and credit to correct customer accounts.

Maintain customer accounts and related records incidental to cashier operations and issue appropriate receipts.

Sort, review, and balance receipts daily; prepare accurate detailed reports of collections in accordance with established policies and procedures.

Open new utility accounts and initiate new service; close accounts when required.

Answer customer inquiries and concerns over the counter, via email or by telephone.

Assist customers to resolve account problems including billing errors.

Adjust utility bills for billing errors, leaks, pool fills, vacation, garbage, and other authorized routine purposes according to procedures as directed.

Initiate meter check reads and meter bench tests, meter turn-ons and turn-offs when required.

Correct routine errors in the customer master file database.

Files records and reports and performs related clerical work as assigned.

Must effectively and positively represent the City in delivering and performing work with colleagues and clients, irrespective of gender, race, religion, age, disability, political affiliation or belief, or sexual orientation.

Must establish and maintain effective and professional relationships with work colleagues, supervisors and managers.

Performs related work as required for this position description only.

THE REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required:
High School Diploma or GED; plus one (1) year of experience working for the public and cash handling, preferably in a large volume operation or closely similar public contact work as may be required by the particular position.

Preferred:
Associate’s degree plus two years of cash handling and customer service experience.

Additional education and experience or an equivalent combination of training and experience may be substituted for the above requirements.

KNOWLEDGE, SKILLS, ABILITIES:
Knowledge of City and Public Utilities regulations, rules, procedures, and functions relating to utility accounts and billing, including procedures for correcting routine billing errors.

Knowledge of office procedures, methods and equipment including particular reference to receiving and accounting for the receipt of cash.

Knowledge of methods of handling and accounting for money and negotiable instruments.

Skill in the operation of validating machines, cash registers and other office equipment.

Ability to operate a Windows PC and use Microsoft Office applications including Word, Excel and Outlook.

Ability to communicate effectively, both verbally and in writing.

Ability to meet and deal with people effectively.

Ability to make rapid and accurate arithmetic computations.

Ability to prepare accurate reports in a timely manner.

Ability to establish and maintain effective and professional relationships with work colleagues, supervisors, managers and the public.

THE EXAMINATION:
Required Education and Background Information: Look over the announcement carefully to determine your eligibility. Please note minimum education and experience requirements. Closed competitive positions are open only to employees while open competitive positions are open to anyone who meets the minimum qualifications for the position. Evidence of GED test score is required if submitted for high school diploma. Applicants are responsible for clearly documenting work experience and/or providing all relevant information at the time of application. Additional information will not be accepted after the announcement closing date.

Examination: The examination will consist of a written exam to establish the Civil Service eligibility list, followed by a pass/fail oral exam.

You will be notified of the time and place of your examination when you file or later by mail. A passing grade is required on each part of the process. Repeated participation in any examination for which the same test is used is limited to once every 6 months. Your examination results will be sent by email as soon as possible after the grading is completed.

Final passing grades are used to determine a candidate’s position on the eligibility list of successful candidates. Departments fill vacancies from this list. The top three names are considered for each vacancy unless otherwise modified. Those not appointed are returned to the eligibility list for further consideration in accordance with the Civil Service Ordinance. Your name will remain on a register for one year for open competitive examinations and two years for closed competitive except where labor contract conflicts.

Your name may be removed from an eligibility list prior to one year according to Hollywood’s Civil Service Ordinance or labor contracts. Your eligibility may be cancelled if you refuse a position or if you are not available for work. You are responsible for notifying the Employment Office, in writing, of any change in your address or telephone number.

Special Accommodation and Communication Needs: The City of Hollywood provides necessary reasonable accommodation in the examination process upon request to persons with disabilities. Such requests must be made PRIOR to any scheduled examination.

Veteran’s Preference: An eligible veteran who enters an open-competitive examination shall receive preference points added to the total passing score earned in the examination as provided for in the Florida Statutes. To obtain veteran’s preference, candidates MUST submit a copy of separation papers (DD214) and meet eligibility requirements as stipulated by the Florida Statues.

ADDITIONAL INFORMATION:
All successful applicants will be required to pass an extensive background which may include criminal history searches, driving history checks, credit report, courthouse searches, education verification, employment verification, professional license verification, or other search methods as deemed necessary for the position. In addition, the applicant will be required to undergo a medical examination, which may include a drug screening, prior to appointment.

Employment of Relatives: The City of Hollywood has an Ordinance which regulates the employment of relatives of City employees. Effective January 28, 2008, a relative may only be hired under the following additional conditions:

The relative must have competed in an appropriate examination process as determined by Human Resources and be placed on a civil service eligibility list;

The relative must be among the top three ranked candidates available on the certified eligibility list unless expanded by the Civil Service Board;

The Department or Office Director and the Director, Human Resources must demonstrate that it is in the best interests of the City of Hollywood to hire the relative of a public officer or employee.

As of 12/15/2005 the City will require all newly hired employees to sign an affidavit affirming non-usage of tobacco or tobacco products within the last year prior to submission of application and will continue to be a non-user of tobacco products throughout employment with the City of Hollywood.

REASONABLE ACCOMMODATION: The Employment Office will make reasonable efforts in the examination and workplace to accommodate persons with disabilities. Please advise Human Resources of special needs by calling (954) 921-3216.

The City of Hollywood is an Equal Opportunity / Equal Access Employer.