Customer Service Representative

Customer Service Representative

The Customer Service Representative is responsible for assisting customers with their account needs, including establishing, transferring and canceling accounts; processing payments; and answering account questions. This role interacts directly with customers during transactions and acts as a liaison between the customer and other departments within Clay County Utility Authority (CCUA) to resolve issues.

Essential Duties and Responsibilities:

• Process requests to start, change or cancel service accounts.
• Create new customer accounts, create new service tickets, review turn on fees and mail out new customer packets.
• Process payments and assist customers with transactions and inquiries through drive through, customer service window, lobby, and on the phone.
• Ensure payments are posted timely and accurately.
• Assist customers with billing and payment inquiries and service needs.
• Review customers' usage with them; suggest ways to conserve energy and lower their bill.
• Process all payments received; process deposit bags and reconcile amounts with prior day payment report.
• Create work orders and communicate with service technicians, as needed.
• Answer incoming telephone calls and direct them to the proper department.
• Assist other departments with job assignments, activities, and other items as needed.
• Perform other duties, as requested.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements:

• High School Diploma or equivalent.
• Valid driver's license issued by the State of Florida and have a satisfactory driver's record based on the criteria listed in the Clay County Utility Authority handbook.
• Minimum of two years of customer service experience.
• Cash handling and reconciliation experience preferred.

Knowledge/Skills/Abilities:

• Job-Specific KSAs – Excellent cash handling and reconciliation skills; basic knowledge of water and sewer services.
• Customer Service – Provide high level of service to targeted customer base. Effective customer service skills. Professional phone etiquette and skills. Respond promptly and accurately to internal and external requests for information.
• Team Orientation and Interpersonal – Develop and maintain collaborative relationships with all levels of the organization; collaborate and work with individuals containing a variety of knowledge levels and expertise. Work productively on a team and independently.
• Communication – Effective verbal and written communication. Able to use correct language and grammar in a professional, diplomatic, and tactful manner.
• Organization and Time Management – Strong organization and time management skills. Able to work independently minimal supervision; plan, prioritize, and organize work to meet deadlines.
• Analytical Problem-Solving and Decision Making – Analytical skills. Ability to think through problems and resolve discrepancies and conflicts.
• Systems and Software – Proficiency in Microsoft Excel, Word, Outlook and Adobe, and 10-key experience.

Benefits

CCUA offers a generous benefits and compensation package to employees in full-time positions, with most benefits starting on the first of the month following 30 days of employment.

• Paid Time Off: 13 paid holidays plus an exceptional annual leave benefit to be used for vacation, personal and sick time.
• Medical: Three comprehensive medical plans offered as options for you and your dependents–including two plans with 100% paid coverage for the employee.
• Dental
• Vision
• Health accounts – employer sponsored HSA
• Flexible spending accounts
• Tuition reimbursement
• Life insurance, accidental death & dismemberment, short-term and long-term disability and more.
• Retirement: CCUA provides a great benefits and retirement package for its employees. Employees may begin participation in the 457 Deferred Compensation Plan on day one of employment. Employees have the flexibility to choose from a variety of investment options to help them achieve their retirement goals.
• Supplemental insurance – Accident, Hospital Indemnity, and Critical Illness

Health & Wellness

To encourage our employees to develop and maintain good health, CCUA offers access to the Healthy Lifestyles Wellness program as well as a membership allowance for the fitness center of your choice. From annual flu shots and biometric screenings to health risk assessments and periodic access to an on-site mobile mammography unit, the program offers something for everyone.

CCUA IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER

CCUA is an equal opportunity/equal access employer and considers all applications for employment without regard to race, color, sex, gender identity, sexual orientation, marital status, national origin, disability/handicap, Veteran status or any other protected group status under Federal, State, and local law. CCUA provides reasonable accommodation to qualified individuals with disabilities, in accordance with applicable law.

DRUG-FREE WORKPLACE

Clay County Utility Authority is a Drug-Free Workplace. All applicants selected for employment are subject to pre-employment drug testing. Continued employment may be contingent upon the successful completion of additional drug and/or alcohol testing as required by CCUA's Drug Testing policy.