Job Description

Posting number: 6025-27

Department: Lakeland Electric

Division: CS-Customer Contact-Phone 2071310000

Job classification: Customer Service Representative II

Posting type: Open

Categories: Miscellaneous, Utilities, Customer Service

Summary

This position assists internal, external, residential, and commercial utility customers. This is responsible work involving considerable contact with the public, by telephone and in person, and includes associated clerical work, monitoring accounts for billing accuracy, and dealing with debt collection issues. Duties include processing transactions in an online Customer Information Billing System and creating work orders, account updates, changes, or corrections. Duties include responding to customer requests for service, questions, complaints, and concerns, as well as to internally generated reports and requests for change to maintain account integrity and accuracy. Responsibilities include exercising sound judgment in interpreting customer requests, complaints, and financial difficulties.

THIS IS A PART-TIME REGULAR POSITION.

This posting will close after the receipt of the first 25 qualified applicants.

This position is for a Customer Service Representative II, however, it may be filled at the level of a Customer Service Representative I.

Examples of duties

• Assists customers with any reasonable request for utility service.
• Obtains and enters customer information accurately and efficiently.
• Performs advanced research of customer information and identification, including credit inquiry, using manual and computerized information systems.
• Responds to and resolves customer concerns.
• Deals with difficult customers and peers in a positive manner.
• Evaluates customers' financial situation and exercises good judgment to help get the customer out of debt while maintaining utility service and customer dignity.
• Matches customer requests with standard utility services.
• Applies policies and procedures correctly pertaining to Customer Service operations.
• Explains utility bills and rates to customers clearly.
• Checks, analyzes, tests for accuracy, and adjusts customer billings as required; prepares orders for tests or rereads.
• Works well with others.
• May perform timekeeper duties.
• May be required to participate in and/or facilitate training to support departmental or City initiatives and requirements.
• May be required to work overtime, or alternate hours, as necessary for the efficient operation of the department.
• Position is designated as Mission Critical.

ADDITIONAL FUNCTIONS:

• Serves on and facilitates process improvement committees and teams as needed.
• Serves as backup to Customer Service Coordinator.

This posting reflects the essential functions and knowledge, skills, and abilities for a Customer Service Representative II; however, applicants may view the complete job description for a Customer Service Representative I on the City of Lakeland's employment page.

Qualifications

QUALIFICATIONS FOR A CUSTOMER SERVICE REPRESENTATIVE I:

• High school diploma from an accredited school or a GED.
• One year of experience in public contact work in sales or customer service.

QUALIFICATIONS FOR A CUSTOMER SERVICE REPRESENTATIVE II:

• High school diploma from an accredited school or a GED.
• Three years of experience in public contact work in sales or customer service, of which two years are in a progressively responsible position in a utility customer service environment.

SPECIAL REQUIREMENTS:

• Must possess and maintain a valid driver's license.
• Must possess and maintain a valid telephone number.

Supplemental information

KNOWLEDGE:

• City ordinances, policies, and procedures affecting Customer Service operations, rates, and charges.

SKILLS:

• Working with online Customer Information Billing Systems.
• Listening and comprehending when working with customers, peers, and supervisors.

ABILITIES:

• Accurately remember strings of numbers and addresses.
• Make and verify computations with a speed of 40 words per minute and an accuracy rate of 98%.
• Use good interpersonal skills through written communication, oral communication, on the telephone, or in person.
• Enjoy working with customers daily and remain composed with irate or difficult customers.
• Promptly and effectively complete tasks.
• Effectively supervise and coach other employees.
• Function productively in a "continuous process improvement" and "team" environment.
• Maintain professional courtesy with internal and external customers and co-workers.
• Prioritize and organize duties and responsibilities.
• Effectively manage work schedules.
• Remain flexible, positive, and productive in a changing environment.

WORKING ENVIRONMENT/PHYSICAL REQUIREMENTS:

• Sedentary work that involves walking or standing sometimes, exerting up to 10 pounds of force regularly, and routine keyboard operations.
• Risks dust, pollen, and bright/dim light exposure.
• Normal visual acuity, field of vision, hearing, speaking, manual dexterity, color perception, sense of smell, depth perception, and texture perception.

This job description outlines the general nature and level of work and is not intended to be an exhaustive list of duties or qualifications. Management reserves the right to modify or assign additional responsibilities as needed.

All City of Lakeland positions are subject to testing (e.g. written, oral, performance, computerized, interview, and/or any combination). Candidates selected for testing will be notified via email or telephone. Please check your e-mail and telephone messages regularly, including "junk" folders. Test times and locations to be announced.

THE CITY OF LAKELAND IS AN EQUAL OPPORTUNITY/EQUAL ACCESS EMPLOYER AND A DRUG FREE WORKPLACE