Customer Service Representative II

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 and the preparation and/or maintenance of related records maintaining timely billing of utility accounts, processing public safety alarm registrations, billing alarm violations, follows up on collection of past due accounts, does related work as required. Work is performed under regular supervision.

 

 

Maintains timely billing of 36,000 accounts;

Provides meter personnel with rechecks;

Prepares turn off lists for delinquent utility services;

Provide hands-on training for new incumbents;

Assists customers in establishing new service accounts, closing or transferring accounts;

Receives customer inquiries, service requests, and complaints by telephone or in person;

Advises customers on billing, collection, and service procedures;

Performs a variety of filing and record keeping duties associated with utility billing and collection activities;

Researches and corrects errors in customer accounts;

Establishes false alarm registration process; bills false alarms for public safety violations;

Follow up on collection of bad debts to the City; submits delinquent accounts to collection agency;

Establishes accounts for hydrant water meters; acts as liason to developers to calculate fees and establish new utility accounts;

Prepares pro-rated final billings for change in service; for our side of City, determines charges for new service accounts;

Assists Customer Service Representatives with difficult account resolution issues;

Takes escalated customer service calls.

 

 

Mails utility bills; researches high bills and ensures billing is correct;

Follows up on delinquent accounts;

Mails public safety false bills, researches unusual bills;

Writes work orders to re-check meters and cut-off for customers who are moving;

Must operate calculator, personal computer and other standard office equipment essential to maintaining records;

Responsible for transactions related to hand-held meter reading and radio frequency that are transferred between personal computer and the City's main frame;

Performs related tasks as required.

 

 

General knowledge of bookkeeping terminology, methods, procedures, and equipment; general knowledge of standard office procedures, practices, and equipment; general knowledge of utility service connection and termination procedures, billing, collecting, and adjustments; ability to understand and follow oral and written directions; ability to establish and follow detailed work procedures; skill in the use of a variety of office machines and computer equipment; ability to pass clerical examination at time of application; ability to establish and maintain effective working relationships with citizens and customers, general knowledge of overall City services, knowledge of passport requirements.

 

 

Any combination of education and experience equivalent to graduation from high school and four (4) 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