Customer Service Representative

ATTENTION: To be considered for employment with the City of Boca Raton, applicants must provide at least ten (10) years of continuous employment history, if applicable. In the event the applicant has not been employed for ten (10) continuous years, all time for the ten (10) year period prior to the date of application must be accounted for including periods of school, unemployment and retirement.

GENERAL DEFINITION OF WORK:
Performs intermediate skilled clerical work involving customer service activities; the preparation and/or maintenance of related records; and does related work as required. Work is performed under regular supervision.
 
TYPICAL FUNCTIONS:
Receives customer inquiries, service requests and complaints by telephone, email, fax, or in person;
Advises customers on billing, collection, and service procedures regarding alarms, parking and utility services, referencing the State Statutes, or City Ordinances which govern these programs, as well as any appeal process as appropriate;
Assists customers in establishing new service accounts, closing or transferring accounts;
Prepares correspondence and emails in response to patron/customer inquiries and requests;
May record and collect parking citation fees, false alarm fees, and utility payments, through mail, bank or in person and post to proper account;
Performs a variety of filing and record keeping duties associated with parking citations, alarm billing, utility billing and collection activities;
Researches and corrects errors in customer accounts;
Collects money for new services, deposits, and other City Departments;
Processes meter refunds through petty cash process;
Performs research on vehicle tags not found in the FL DMV weekly report;
Corrects information in the AS400 in relation to rental vehicles and prepares letter to offender.
 
RELATED TASKS:
Mails water bills; researches high bills and ensures billing is correct;
Ensures cash and checks received balance with bill stubs, receipts; closes cash register;
Counts and rings up money received by other departments;
Writes work orders to re-check meters and cut-off for customers who are moving;
Responsible for researching activities and entering data in the AS400, FLEX (T2), and IRIS systems;
Performs related tasks as required.
 
 
KNOWLEDGE, SKILLS, AND ABILITIES;
General knowledge of terminology, methods, procedures and equipment; general knowledge of standard office procedures, practices and equipment; ability to understand and follow oral and written directions; ability to establish and follow detailed work procedures; skill in use of a variety of office machines and computer equipment; ability to use various Windows-based computer software, including FLEX (T2) and IRIS; ability to pass a typing test – 25 WPM, 10 key, math and clerical tests at time of application; general knowledge of utility service connection and termination procedures, billing, collecting, and adjustments; ability to establish and maintain effective working relationships with citizens and customers and  other City staff.
 
EDUCATION AND EXPERIENCE:
Any combination of education and experience equivalent to graduation from high school and three (3) years of public contact experience.

SPECIAL REQUIREMENTS:

Possession of a valid State of Florida Class "E" driver's license with no more than six (6) points in a three (3) year period.

POST-OFFER BACKGROUND REQUIREMENTS:

The background check process for this position may include:

• Criminal Background Check
• Employment Verification
• Reference Checks
• Motor Vehicles Report (MVR) Check