Customer Service Representative

Indian River County Board of County Commissioners; Vero Beach (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

Indian River County Board of County Commissioners is seeking a customer-focused Utility Billing Clerk to support the Utility Billing Department. The role involves handling payments, answering inquiries, updating accounts, and explaining bill components to customers. Strong math, cash handling, and communication skills are essential.

Prior experience with billing software and a Florida driver’s license are preferred; bilingual abilities are a plus. This is an in-office position in Vero Beach, FL.

Qualifications

• High school diploma or GED required.
• 1 year of experience or equivalent combination of education and experience.
• Bilingual skills preferred.

Responsibilities

• Provides excellent customer service, interacting with a high volume of customers by phone and in person regarding utility accounts.
• Applies payments to accounts accurately, involving cash handling and reconciling daily cash batches.
• Balances and reconciles daily cash batches and prepares daily bank deposits.
• Performs research regarding account payments and adjustments.
• Explains components of the utility bill to utility customers.
• Establishes new utility accounts, ensuring appropriate documentation is provided.
• Updates existing accounts with necessary information.
• Calculates adjustments to customer accounts using basic math skills.
• Problems solving regarding utility accounts, answer questions regarding billing via telephone, email and in person in a courteous tone and professional and respectful manner.
• Operates various office equipment, including a computer and 10-key calculator.
• Works as a contributing member to a team environment.
• Performs other job-related duties as required.

Skills

Phone handling

Active listening

Customer service

Problem-solving

Communication

Interpersonal skills

Cash handling

Math computations

Education

High school diploma or GED

Tools

Billing software

Job description

Welcome, we are excited you are here.

Take a peek at what our beautiful County has to offer –

Indian River County

This position performs a variety of customer service-related work in the Utility Billing Department Customer Service Division. Responsible for performing various customer service duties and providing consistent, professional customer service, working independently under the general direction of the immediate supervisor.

• Provides excellent customer service, interacting with a high volume of customers by phone and in person regarding utility accounts.
• Applies payments to accounts accurately, which involves cash handling and reconciling daily cash batches.
• Balances and reconciles daily cash batches and prepares daily bank deposits.
• Performs research regarding account payments and adjustments.
• Explains components of the utility bill to utility customers.
• Establishes new utility accounts, ensuring appropriate documentation is provided.
• Updates existing accounts with necessary information.
• Calculates adjustments to customer accounts using basic math skills.
• Problems solving regarding utility accounts, answer questions regarding billing via telephone, email and in person in a courteous tone and professional and respectful manner.
• Operates various office equipment, including a computer and 10-key calculator.
• Works as a contributing member to a team environment.
• Performs other job-related duties as required.

These essential job functions are not to be construed as a complete statement of all duties performed.

Education and Experience

High school diploma or GED equivalent and one (1) year of experience, or an equivalent combination of education and experience.

Bilingual skills preferred.

Licenses, Certifications, or Registrations

• Possess and maintain a valid Florida driver's license with an acceptable driving record.

Knowledge, Skills, and Abilities

Knowledge or ability to operate customized Utility billing software or other specific software related to various data processing procedures.

Knowledge and ability to operate various office equipment and machines, including personal computers.

Skilled in phone contact handling and active listening.

Skilled in customer service and problem-solving.

Skilled in communication and maintaining interpersonal relationships in order to deal with the public.

Ability to understand oral and written instructions.

Ability to count cash and perform cash transactions.

Ability to perform mathematical computations.

Ability to communicate effectively both orally and in writing.

Ability to interact effectively and tactfully with the public.

Ability to communicate effectively under stressful situations and conditions.

ENVIRONMENTAL CONDITIONS

Work is performed primarily in a standard office setting. The work involves frequent contact with staff and the public and requires the use of computers and standard office equipment. Work is typically performed at a desk or workstation and may involve extended periods of sitting, with occasional standing, walking, bending, and reaching. The work may occasionally require lifting or carrying objects up to 20 pounds.

SUPPLEMENTAL INFORMATION

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. This job description does not constitute a written or implied contract of employment.

Indian River County is an equal opportunity, veterans’ preference, and drug-free employer and does not discriminate based on age, ancestry, national origin, race, color, religion, sex, marital status, political affiliation, physical disability, or other non-merit factors. Reasonable accommodations will be made in accordance with existing ADA requirements for otherwise qualified individuals with a disability.

JOB DESCRIPTION / ADA ACKNOWLEDGEMENT

ATTESTATION

I understand that a qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act.

I have read the job description for the above position and understand the job duties, requirements, and responsibilities for the position. I attest that I am able to perform the essential functions as outlined in the job description either with or without accommodation. I understand that if I require accommodation, I will contact the Human Resources Department to request accommodation.

If I have any questions about the job duties described in the above job description, I should discuss them with my immediate supervisor or a member of the Human Resources staff.

I have discussed any questions I may have had about this job description prior to signing this
form.

________________________________ __________________________

Employees Signature Date

________________________________ __________________________

Employees Name (Please Print) Employee Number