Salary : $42,162.00 AnnuallyLocation : Palm Bay, FLJob Type: Full-timeJob Number: 2619RDepartment: UtilitiesOpening Date: 11/18/2024Closing Date: ContinuousFLSA: Non-ExemptBargaining Unit: NAGE WhiteMINIMUM TRAINING & EXPERIENCE Graduation from high school with 2 years experience in high volume customer service/call center operation with frequent public contact, previous experience with a government organization preferred. Must possess a valid Florida's Driver's License and have an acceptable driving record and maintain an acceptable driving record. EMERGENCY DECLARATION STATUS Code 3: Non-essential employees will not be required to work during a declared emergency but may be required to work during an undeclared emergency or in the aftermath of an event associated with a declared emergency. On an incident by incident basis, the employee's Department Head will make the determination when the employee will be required to work and if they are re-assigned based on the needs of the City. GENERAL STATEMENT OF JOBUnder general supervision, performs technical clerical work assisting utility customers with service inquiries, complaints, applications for service, and/or payment of accounts via telephone, in person and/or electronic means. Maintenance and research of utility customer database; provides statistical reports as requested. Work is performed within established guidelines. Tact, courtesy and firmness are required in dealing with customers and prospective customers. Reports to assigned supervisor. SPECIFIC DUTIES & RESPONSIBLITIES ESSENTIAL JOB FUNCTIONS Always represents the City in a professional and courteous manner. Assists citizens with inquiries, requests for information and service requests; listens to and analyzes citizen concerns as needed; provides responses within established policies, procedures and standards; resolves problems as non-routine situations arise. Process payments received through the mail, online and from walk-in customers. Verify payment with amount billed, apply payments to accounts, and process cash receipts using online computer terminal. Daily balancing and reconciliation of all cash receipts and preparation of bank deposits. Correspond with customers face to face, by phone and email to assist them in understanding City procedures and to assist in resolving their concerns. Maintain customer information system database including input, tracking and maintenance of service request records, service orders, and/or work orders. Prepare, update and process applications to establish or terminate utility service accounts based on documents presented (i.e. deeds, leases, POA). Calculate and input debit and credit adjustments, to include abnormal usage or miscellaneous charges. Makes billing adjustments to accounts and as necessary, initiates actions to reissue bills and corrects other internal records. Provides citizen information concerning projects or other activities pending or in progress. Screen files for outdated or duplicate material and prepare documents for destruction or transmittal to archives. Scan documents into document imaging system for permanent and temporary retention requirements. This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, Management reserves the right to modify, add or remove duties and assign other duties as necessary that are a logical assignment to the position.This position is covered under the NAGE White Collective Bargaining AgreementHealth Insurance: Health care plan options include HDHP, OAPIN and OAP through Cigna.Dental Insurance: Dental coverage is offered in three plans that include DHMO & PPO High/Low plans. Vision Insurance: Vision coverage includes an annual eye exam, frames and lenses or contact lenses in lieu of eyeglasses.Life Insurance: The City of Palm Bay provides each employee with life insurance in the amount of one time their annual base salary at no cost. Additional coverage is available at the employee's cost up to the Guaranteed Issue amount of $250,000.Dependent/Spouse Life Insurance: The City of Palm Bay provides each employee with dependent/spouse life insurance in the amount of $5,000 per dependent at no cost. Additional coverage is available at the employee's cost.Short Term Disability: Coverage pays 66 2/3% of employee's annual base salary during a short-term disability period not to exceed 26 weeks.Long Term Disability: Coverage pays 66 2/3% of employee's salary at time of disability after a 180 consecutive day waiting period.Defined Contribution Retirement Plan: City contributes a base of 3%. Employees may contribute up to 6% and the City will match the employees contribution.Holidays: 10 holidays, 1 birthday holiday and 1 anniversary holiday.Paid Leave: Accrue 96 hours of vacation per year, accrued hours increase after 10 years of service based on years of service. Accrue 96 hours of sick leave per year.Tuition Reimbursement: Upon completion of the initial probationary period, employees are eligible for tuition and book reimbursement for college level courses for Associate's, Bachelor's and Master's Degrees. (Currently frozen due to budget)01 Do you have a valid driver's license and have and maintain an acceptable, safe driving record?
02 Do you posses a High School Diploma, GED, or equivalent?
03 How many years' experiences do you have in high volume customer service / call center operation?
- None
- 1 year
- 2 years
- 3 or more years
04 Do you have experience with frequent contact with members of the public?
- None
- 1 year
- 2 years
- 3 or more years
05 Do you have experience with a government organization?
Required Question