Customer Care Specialist I

JOB SUMMARY

This position performs technical and responsible work establishing and servicing residential and commercial utility accounts. Provides single contact resolution in service initiation, ongoing account review, management and maintenance, and responds to technical inquiries related to utility services; does related work as required. Work is performed under the regular supervision of the Customer Accounts Manager and Customer Care Supervisor.

PHYSICAL DEMANDS

The work is light work requiring the exertion of up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects. The work requires mental acuity including the ability to make rational decisions through sound logic and deductive processes.   Additionally, the following physical abilities are required:  

• Hearing: Required to perceive information at normal spoken word levels. 
• Manual Dexterity: Picking, pinching, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
• Vocal Communication: Required for expressing or exchanging ideas by means of the spoken word.
• Visual Acuity: Required for preparing and analyzing written or computer data, determining the accuracy and thoroughness of work, and observing general surroundings and activities.

WORK ENVIRONMENT

The worker is not subject to adverse environmental conditions.

• Performs advanced technical and specialized accounting work in compiling, maintaining, and verifying diverse statistical, fiscal, and bookkeeping records. 
• Handles a high volume of public contact through telephone, electronic, and in person formats in a multiple utility environment. 
• Exercises independent judgement in customer dispute resolution and technical inquires.
• Serves as the primary contact for the receipt and processing of requests to initiate and/or terminate residential, commercial and other specialized utility services. 
• Analyzes customer credit worthiness and account history to establish deposit/security requirements, and extends credit within established parameters; collects bad debts.
• Assists customers with billing concerns and recommends options for cost savings measures to help lower utility bills; schedules energy audits.
• Analyzes utility account histories for the resolution of problems. 
• Receives, validates, and records monies collected for utility payments and all other City transactions; balances cash drawer daily, prepares bank deposits, and reconciles financial records.
• Processes adjustments and corrections to ensure proper billing for assigned accounts. 
• Operates all standard types of office machines, including mail processing equipment; receives and processes mail, packages, and supplies, and maintains related records.
• Monitors, creates, transfers and proofs daily utility bills for third party print and mail services.
• Prepares statistical statements and various financial reports. 
• Prepares work orders, researches and follows up on issues related to customer concerns.
• Operates and maintains check processing equipment; prepares and processes daily bank transfer files.
• Explains policies and City ordinances to customers regarding deposits, service connections, service charges, utility billing, programs and services.
• Assists customers with websites, Interactive Voice Response Phone System, customer applications, and inquiries regarding customer account information, electronic check, and credit card payments, and other questions concerning the automated payment systems.
• Prepares customer service and energy audit surveys and provides monthly reports.
• Prepares and maintains customer records and files.
• Performs related tasks as required.

OTHER INFORMATION

Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description. 

The job description does not constitute an employment agreement between the City of Jacksonville Beach and the employee and is subject to change by the City as the needs of the City and requirements of the job change.

Education and Experience:

A high school diploma or equivalent and two years of experience in customer service, bookkeeping, cashiering, or general office work environment. 

Knowledge, Skills and Abilities: 

• General knowledge of standard office procedures, practices, and equipment.
• Skill in the use of a variety of standard office, personal computer, and related equipment.
• Ability to handle a high volume of customer inquiries and concerns courteously and professionally under stressful circumstances.
• Ability to understand and follow oral and written directions.
• Ability to follow detailed work procedures. 
• Ability to post accounts and to perform mathematical computations with speed and accuracy. 
• Ability to establish and maintain effective working relationships with associates and customers.

Our employees uphold and promote the mission, vision, and core values of the City of Jacksonville Beach. To be successful, an individual must be able to perform the essential functions of the job and demonstrate a strong desire to be a part of our EPIC Team:

• Empowerment – Enabling employees to achieve work-life balance & professional growth and success
• Pride – A small coastal city dedicated to displaying a big heart through our commitment to the community
• Integrity – We hold ourselves, individually and collectively, accountable to our community and our organization
• Communication – Open & honest dialogue with our community and throughout our organization
• Teamwork– Working together with our community to achieve common organizational goals

Salary : $20