Utility Customer Service Representative - Panama City, United States - City of Panama City, FL

Description

Salary : $32,760.00 Annually

Location : Panama City, FL

Job Type: Full- Time

Job Number: Customer Service Representativ

Department: City Clerk Treasurer

Opening Date: 04/19/2024

Salary: Salary/Hourly wages may be adjusted based upon experience within Step Plan Parameters.

MAJOR FUNCTIONS

"The City of Panama City is an Equal Opportunity Affirmative/ Action Employer"

MAJOR FUNCTIONS

Under the leadership and guidance of the Deputy Treasurer, this is advanced clerical work involving contact with customers in the utility billing and customer service department. Duties include payment collection and account maintenance activities.

ESSENTIAL DUTIES

These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or logical assignment to the position.

• Serve as the liaison and customer service support for City of Panama City team members, leadership and the public.
• Answering and processing incoming inquiries and concerns from customers.
• Communicates in an efficient, prompt, and courteous manner with all internal and external customers in person or by phone.
• Opening and closing customer water, sewer, and garbage accounts.
• Corresponding with customers, processing applications, terminating services and transferring accounts.
• Tracking and maintaining records for new taps and completing work orders in writing as to specifics for service connections.
• Preparing accurate and complete forms, including installation and removal work orders, final billings, refund reports and collection reports.
• Maintaining various records and accounts on the City's computer system.
• Processing credit card and e-check payments through a third-party collector.
• Maintaining automatic bank drafting files and applications.
• Researching and following up on returned checks, e-checks, and bank drafts.
• Resolving customer complaints, solving problems involving computation of bills, bill adjustments, high consumption readings, illegal consumption, etc.
• Maintaining and updating meter reading program, billing master file for utility billing and final billing.
• Entering meter reading data into computer system.
• Transferring meter data from mainframe and loading into interrogator program for service department to check and correct.
• Reviewing all high readings and determining any necessary adjustments.
• Reviewing all bills before mailing for correct data.
• Operating cash register, receiving and verifying payments on accounts.
• Balancing monies received and preparing daily reports.
• Other duties as assigned.

KNOWLEDGE, ABILITIES AND SKILLS

• Ability to work independently with limited supervision.
• Ability to work and willing to learn 3rd party software.
• Strong knowledge and accuracy in data entry.
• Knowledge of modern office methods and practices, ability to comprehend and learn the billing services provided by the city through on-the-job training.
• Strong knowledge of Microsoft Office (Word, Excel and Outlook).
• Ability to answer multiple telephone lines courteously and efficiently.
• Ability to fill out forms accurately and completely online as well as manually.
• Ability to analyze financial transactions and make proper determinations as to accuracy of billing.
• Ability to establish and maintain effective, cooperative and team focused working relationships with team members, leadership and the public.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by the team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Summary:

• Occasionally - Squat/Kneel, Climb, Reach above Shoulder and Reach Outward, Drive
• Frequently - Lift/Carry: 10-20 Lbs. or Less, Push/Pull: 12-25 Lbs., Bend, Twist/Turn, Handling/Fine Motor Skills, Stand, Walk, Sit, Type/Keyboard

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed predominantly in an office environment. The position requires sedentary work that involves walking or standing some of the time, exerting up to 10 pounds of force on a recurring basis, and routine keyboard operations.

Risk/Safety Conditions:

The position involves a minimal degree of risk with time sensitive deadlines being a consistent part of the job.

MINIMUM QUALIFICATIONS

• Graduation from high school or possession of an acceptable equivalency diploma.
• Strong Customer Service and communication experience.
• Two (2) years clerical or bookkeeping experience

A comparable amount of training or experience may be substituted for the minimum qualifications.

DISCLAIMER

These are intended only as illustrations of various types of work performed. The omission of specific duties does not exclude them from the position.

Panama City Offers a complete benefits package to all full time employees. Below is a list of the benefits offered by the City.

For more detailed information about the benefits please reach out to the Human Resources Department.

WORK/ LIFE INTEGRATION

• 12 Days of Paid Time Off
• 12 Days of Paid Sick leave- 6 may be used for family
• 12 Days of Paid Holidays
• Birthday Leave
• Bereavement Leave
• Military Leave
• Social Event Outings
• Employee Assistance Program

HEALTH & WELLNESS

• Medical Benefits-Team Member (ZERO cost option available)
• Family Member Benefits available (City supplemented premium)
• Dental Benefits (Premium paid in FULL for Team Members)
• Orthodontic coverage for children (under 19)
• Vision Benefits
• Blood Drives (ADDITIONAL Paid Time Off for participation)
• Wellness Incentive Program
• Health Savings Account/ Medical FSA

FINANCIAL WELLNESS

• General Employee Retirement Pension Fund (10% of annual compensation)
• Access to Professional Financial Advisory Services
• City Paid Life Insurance and AD&D ($50,000)
• Additional Life and AD&D coverage available for employees, spouse, and Children
• Short-term Disability (Paid in FULL by City)
• Long-term Disability (Paid in FULL by City)
• Accidental Insurance
• Critical Illness Insurance
• Education Assistance Program/ Tuition Reimbursement
• Job Stability & Security