CUSTOMER SERVICE REPRESENTATIVE, TRAINEE

City of Vero Beach; Vero Beach (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

The City of Vero Beach is seeking a Customer Service Assistant to support utility accounts. The role involves assisting customers in person or by phone, explaining charges, and updating account records.

You will also participate in cross-training and help colleagues to ensure smooth operations during absences. Ideal candidates have a High School diploma with about one year of cashier or customer service experience, strong math skills, and familiarity with Microsoft Office.

Qualifications

• High School diploma or equivalent with 1 year of cashier or customer service experience.
• Knowledge of City codes and utility billing procedures.
• Ability to handle customer inquiries and resolve issues.
• Strong math skills for basic calculations.
• Proficiency with Microsoft Office and standard office equipment.

Responsibilities

• Answer customers questions about their accounts in person or by phone and explain charges on the bills.
• Direct inquiries to the appropriate department for service.
• Participate in cross training in other areas within the Customer Service Division.
• Perform duties of co-workers as assigned to ensure continuity of operations during absences.
• Maintain accurate log of customer account activity.
• Communicate effectively, both orally and in writing.
• Use office equipment including a PC and calculator.

Skills

City codes knowledge

Basic math

Business accounting basics

Customer service

Log maintenance

Follow instructions

Office equipment

Public relations

Communication

Team collaboration

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

With continuous supervision, learns to assist customers with utility accounts; answer service-related questions, update and maintain account records; and perform related duties as assigned.

The following duties have been provided as examples of the essential types of work that an employee in this job classification will be trained to perform. Management reserves the right to add, modify, change or rescind work assignments as needed.

• Answers customers questions about their account either in person or by phone; explain charges on the bills; discuss payment options to ensure continuation of service.
• Responds to customer inquiries; direct customers to the appropriate department for service.
• Participates in cross training in other areas within the Customer Service Division.
• Performs duties of co-workers as assigned to ensure continuity of operations during absences.

• Knowledge of City codes and department policies and procedures related to utility billing.
• Knowledge of basic math (addition, subtraction, multiplication and division).
• Knowledge of basic business accounting principles.
• Knowledge of effective customer service practices and techniques.
• Ability to maintain accurate log of customer account activity.
• Ability to follow written and oral instructions.
• Ability to use various office equipment including a personal computer and calculator.
• Ability to deliver effective customer service and utilize public relations techniques when responding to inquiries, complaints, or disputes.
• Ability to establish and maintain effective working relationships with supervisors, co-workers, and the general public.
• Ability to communicate effectively, both orally and in writing.

Other Job Characteristics

• Frequent use of telephones, personal computer and peripherals, utility billing and standard Microsoft Office software applications, and standard office equipment including copier, fax, calculator and typewriter.
• Potential exposure to stressful situations involving customers with difficult or complex issues.

Education and Experience

Graduation from High School or equivalent and one (1) year of cashier, bank teller or related experience involving customer service; or an equivalent combination of training and experience.

Licenses/Certifications

None.