Customer Service Representative

Salary assigned will be commensurate with experience.

Direct interaction with the public in collecting active and delinquent accounts; taking orders for the turn on and off of all services provided by Fort Pierce Utilities Authority; handling customer billing inquiries. Adheres to bookkeeping principles pertinent to utility billing records, meter readings, service orders, adjustments, and cashiering functions. Handles all electronic requests for new services and disconnects, billing inquiries and correspondence. Considerable judgment must be exercised to ensure compliance with FPUA procedures, rules, and regulations. Requires exceptional communication skills and the use of independent judgment. Work is performed under the direct supervision of a Team Lead or Customer Service Supervisor.

Must possess:

• considerable knowledge of CSM Billing System collection procedures, Resolutions, regulations, rates and taxes, City Codes, FPUA policies and practices.
• ability to operate a personal computer and knowledge of the Internet.
• ability to communicate well with customers and personnel in other departments, both orally and in writing, and maintain good working relationships.
• ability to handle cash payments and balance cash on a daily basis.
• ability to analyze customer accounts, communicate payment information clearly and concisely.
• ability to make rapid and accurate mathematical computations and correctly apply payments using CSM Billing System.
• ability to operate a telephone switchboard or console having a large number of trunks and extensions.
• ability to maintain, update and organize filing systems via paperless systems, scanning.
• ability to compile and/or create reports in an accurate and timely manner.
• general knowledge of office practices and procedures.
• general knowledge of the application of bookkeeping principles to accounting transactions and skills in applying these principles to the maintenance of utilities records.
• ability to understand and carry out oral and written instructions and to make interpretations of ordinances and rules and regulations for billing purposes.
• ability to communicate orally and in writing with internal and external customers.
• ability to make routine decisions in accordance with ordinances and regulations and to apply these to work situations.
• knowledge of all GL Codes for credit memos and miscellaneous charges.

Graduation from an accredited high school or possession of an acceptable equivalency diploma. Some banking or Customer Service experience required. Applicant should have at least two (2) years of experience handling cash and checks. Proficiency in basic math as demonstrated by achieving a score of at least 85% on math test. Ability to accurately type 30 words per minute. Experience in Microsoft Office Suite, including word processing and electronic spreadsheets is beneficial.

When considering new job applicants, a comparable amount of training and experience may be substituted for the minimum qualifications.

(NOTE: There are also secondary functions, which the employee will be required to perform.)

Performs job functions of the Frontline, Call Center, and Cashiering .

Operates a telephone switchboard or console having a large number of trunks and extensions.

Investigates and satisfies residential and small commercial customer inquiries concerning services, deposits, and billing inquiries and assists Commercial Liaison with large commercial customers.

Establishes new services and disconnects for electric, gas, water, wastewater, garbage and outdoor lights.

May require cross-selling, up-selling and marketing new products to increase customer base.

Creates and maintains goodwill between FPUA and its' customers, especially when interacting with an angry customer.

Prepares adjustments for entry into computer system.

Scans pertinent documents to customer or location notes.

Voids charges from customer accounts.

Voids write-off balances when customers are making arrangements or satisfying write-off accounts.

Creates service orders for code violations, life safety issues, condemnations and demolitions for the City and County, as well as for voluntary meter removal upon property owner's request.

Creates and updates all agency vouchers for customer account balances.

Prepares deposit or special arrangements for customers.

Requires extensive follow up of residential and commercial accounts.

Follows up on commercial accounts per instruction from Commercial Liaison regarding deposits and extensions.

Answers all budget billing questions, and prepares paperwork for setup.

Prepares paperwork for WEOP upon customer's request.Handles correspondence for Customer Service.

Maintains and updates active customer records including deposits, credits, and rates and billing information.

Compiles all information for electric and gas rebates for processing and payment.

Investigates and satisfies inquiries concerning bills, services, refunds, late notices, credit and debit adjustments, back billings, and other miscellaneous billing questions in a prompt, professional manner to internal and external customers.

Works closely with other departments to ensure accuracy of bills.

Utilizes computer programs such as Excel, Word, CSM Billing System, Crystal Reports, SSRS, Smartlist and E-Mail to maintain and verify information on customer accounts, utility billing, meters and other information.

Verifies accuracy for electric, water, wastewater, gas, garbage, recycling, taxes, internet, rental lights and any other new services that FPUA will provide.

Maintains filing systems for record retention.

Generates service orders for FPUA field service personnel or appropriate department.

Verifies all service orders are completed accurately with the appropriate charges and deposits if needed. Creates and executes Smart List in CSM.

Executes SSRS reports.

Research, update and file returned mail.

Performs other duties as assigned.

ESSENTIAL JOB FUNCTIONS (CASHIERING)

(NOTE: There are also secondary functions, which the employee will be required to perform.)

Responsible for a cash drawer and the monies received.

Receive, count, balance and report cash and negotiable instruments for payment of utility bills, utility deposits, dishonored payment instruments and FPUA invoices.

Counts and balances monies received and prepares the reconciliation report in Cogsdale.

Process mail payments and enters payment information into computer system.

Logs and flags all returned mail.

Opens and codes drop box payments.

Performs other duties as assigned.

ESSENTIAL JOB FUNCTIONS (ELECTRONIC CSR)

(NOTE: There are also secondary functions, which the employee will be required to perform.)

Completes all transactions as shown under CUSTOMER SERVICE above except through electronic request.

Handles electronic correspondence for Customer Service.

Processes all online and paper dishonored payment instruments.

Investigates and satisfies inquiries concerning bills, services, refunds, late notices, credit and debit adjustments, back billings, and other miscellaneous billing questions in a prompt, professional manner to internal and external customers.

Utilizes computer programs such as Excel, Word, CSM Billing System, Crystal Reports, SSRS, Smartlist and E-Mail to maintain and verify information on customer accounts, utility billing, meters and other information.

Performs other duties, as assigned.