ESSENTIAL JOB FUNCTIONS:
Provides customer service through taking payments by check, cash or credit card machine, opening new accounts, terminating accounts and updating customer account information.
Provides information concerning billing and fee structures, delinquent payments and account status.
Responds to customer complaints, performs research and analyzes to provide resolution.
Processes payments received, verifies check amounts and account numbers, ensures checks are complete, signed and dated correctly.
Requests work orders for new service, terminations, repairs, water quality etc.
Communicates by way of radio with field staff.
Corresponds and communicates information to customers by way of letter, fax, phone or email concerning account issues (i.e. resolving billing errors, processing new applications, bank drafting and general information concerning Okaloosa County Water & Sewer Policies and Procedures).
Works with Senior Customer Service Representatives to evaluate the need for adjustments due to billing errors, misapplied payments, pool fills, etc.
Performs data entry in the maintenance of customer utility accounts.
Performs filing, copying, scanning, faxing and restocking of office supplies.
Must be able to meet work schedule and attendance standards.
Performs related duties as required.
MINIMUM TRAINING AND EXPERIENCE:
High school diploma or GED; supplemented by six (6) months experience with direct customer contact, to include money handling, problem solving and modern office support functions; or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities. Must be computer literate and possess a valid driver license. Utility billing experience preferred.
MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS:
Physical Requirements: Must be physically able to operate a variety of machines and equipment including computers, telephones, facsimile machines, calculators, copiers, scanners, etc. Must be able to exert up to 25 pounds of force frequently, and/or a negligible amount of force frequently lift, carry, push, pull or otherwise move objects. Requires prolonged periods of sitting and standing. Subject to cold air and fumes when working the drive-through window. Physical demands are essentially those of sedentary work.
Data Conception: Requires the ability to compare and/or judge the readily observable functional, structural or compositional characteristics (whether similar to or divergent from obvious standards) of documentation and equipment utilized.
Interpersonal Communications: Requires the ability of speaking and/or signaling people to convey or exchange information; includes issuing and receiving assignments, instructions and/or directions. Requires the ability to tactfully and effectively interact with the public and with co-workers.
Language Ability: Requires ability to read Standard English, as well as basic technical data, policy and procedure manuals, codes, etc. Requires the ability to prepare forms and reports using prescribed formats. Requires the ability to communicate effectively in Standard English. Requires the ability to communicate with a broad array of individuals from various professional backgrounds.
Intelligence: Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts and draw valid conclusions; to interpret a variety of instructions in written and oral form; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation.
Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to issue and follow verbal and written instructions.
Numerical Aptitude: Requires the ability to add and subtract totals, multiply and divide, use decimals and calculate percentages.
Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width and shape; identify degrees of similarity in form; and visually read various information.
Motor Coordination: Requires the ability to coordinate hands and eyes using office machinery and equipment.
Manual Dexterity: Requires the ability to handle a variety of items, equipment, control knobs, buttons, switches, etc. Must have minimal levels of eye/hand/foot coordination.
Color Discrimination: Requires the ability to differentiate colors and shades of color.
Interpersonal Temperament: Requires the ability to deal with people beyond receiving instructions. Must be adaptable to performing under stress when confronted with frequent deadlines or peak workloads. Avoids violent behavior and any other type of behavior that could threaten the safety of other employees or the public.
Physical Communications: Requires the ability to talk and hear: (talking: expressing or exchanging ideas by means of spoken words; hearing: perceiving nature of sounds by ear). Must be able to hear and understand communications through telephone and radio.
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