If you have excellent customer service skills, love helping people and have a background in banking or call center, we have a great opportunity for you! The Customer Support Services Department at GRU now has an opening for a Full-Time Customer Service Representative II . This position is responsible for assisting customers in planning and accessing a variety of services or coordinating operational customer service activities. You would spend most of your day talking on the phone and interacting with GRU customers, providing them excellent customer service. Typical job duties include: Serving as the primary contact for customers, agencies, City employees, and clients to answer, screen, research, inform, advise, record, process, and follow-up all customer requests efficiently and expeditiously as received by phone, mail, Internet, or in person. Analyze customer information to determine deposit requirements. Processes utility payments, deposits, permits and services. Creates service turn on/off work orders and coordinates with field personnel to ensure timely completion. Clearly explains utility bills to customers. Provides customer service training to new employees and coordinates special projects with staff. To be consider for this position you must have a high school diploma or acceptable equivalency diploma and three (3) years progressively responsible experience in public contact customer service work in banking, call centers or utilities (consistent with the needs of the hiring department).
Please note: May fill multiple positions May establish an eligibility list Work hours from 8 am - 6 pm with possible weekends This position requires Typing, Word, and Excel testing. See below for testing instructions. Apply today if you think you have what it takes to be the next great Customer Service Representative II at GRU! Live in our award-winning community and work to enhance the Gainesville way of life!
NATURE OF WORK This is complex, skilled and responsible work assisting customers in planning and accessing a variety of services or coordinating operational customer service activities. CLASSIFICATION STANDARDS Positions allocated to this classification report to a designated supervisor and work under limited supervision. Work in this class is distinguished from other classes by its emphasis on skilled customer service and technical work in a multiple service environment or emphasis on supervision/coordination of skilled customer service work in a single service or dual service environment. EXAMPLES OF WORK**
ESSENTIAL JOB FUNCTIONS
Depending on area assigned:
Serves as primary contact for customers, elected officials, agencies, City employees, and clients to answer, screen, research, inform, advise, record, process, and follow-up all customer requests efficiently and expeditiously as received by phone, mail, Internet, or in person.
Analyze income and expense information and provide solutions uniquely suited to individual customers.
Analyze customer information to determine deposit requirements.
Processes utility payments, deposits, permits and services.
Handles delinquent accounts and resolves customer account disputes.
Maintains customer accounts.
Assists in emergency storm situations for service restoration.
Creates service switch on/off work orders and coordinates with field personnel to ensure timely completion.
Clearly explains utility bills to customers.
Correctly applies policies and procedures pertaining to Customer Service Operations.
Accurately and efficiently obtains and enters customer service information into a customer information system.
Provides customer service training to new employees and coordinates special projects with staff.
Verifies correctness of data input for accurate processing using edit reports.
Maintains department records, including inventory accounting and reporting.
Coordinates procurement and use of office supplies and equipment.
Verifies data and administers accounts payable, including account reconciliation.
Prepares payroll and monitors budget.
Coordinates travel arrangements.
Participates in meetings and prepares reports as requested.
Acts as liaison both internally and externally.
Attends work on continuous and regular basis. NON-ESSENTIAL JOB FUNCTIONS
Performs other related duties as assigned.
MINIMUM REQUIREMENTS Graduation from high school or possession of an acceptable equivalency diploma, and three years progressively responsible experience in public contact customer service work in banking, call centers or utilities (consistent with the needs of the hiring department), or an equivalent combination of training and experience which provides the required knowledge, skills, and abilities. LICENSES/CERTIFICATES Must maintain a valid outside contact telephone number NOTES
Typing at a speed acceptable to department needs may be required. *
Successful completion of a Microsoft Excel, Microsoft Word or other applicable software test may be required.
Information on whether or not a passing score on a typing test or applicable software test is required will be provided by the hiring department based on the specific requirements of a particular job assignment. SELECTION FACTORS
Depending on area assigned:
Thorough knowledge of office practices and procedures, business English, spelling, and commercial arithmetic.
Basic knowledge of or ability to learn utilities billing and records policies and procedures.
Basic knowledge of new service procedures and regulations.
Basic knowledge of credit and collections procedures and regulations.
Basic knowledge of or ability to learn transit industry and/or government services.
Working knowledge of computers and relevant software.
Ability and willingness to work with customers on a daily basis and remain composed in stressful encounters.
Ability to use good interpersonal skills through written communications and through oral communications on the telephone and in person.
Ability to exercise independent judgment and initiative in the preparation, filing, tracking, monitoring, and retrieval of customer information.
Ability to work effectively with coworkers and the general public, in a team environment.
Ability and willingness to remain flexible, positive, and productive in a changing environment.
Ability to effectively manage flexible work schedules.
Ability to work under pressure and maintain high level of accuracy.
Ability to prepare and maintain complex records and reports. Human Resources Department: Signed original on file in Human Resources / 1/22/09
Date ** This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position. The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job.
This position requires Typing, Word and Excel testing. These tests can be taken each Tuesday & Wednesday at 9:00 am and at 1:00 pm. at Florida Works, 4800 SW 13th Street, Gainesville, Florida. Florida Works phone is 352-955-2245 (press 5 and then 3). An alternate Florida Works location is in Starke at 819 S. Walnut Street, Phone: 904-964-8092. ***
Beginning January 1, 2012, Passing scores of over 35 wpm NET for Typing, and an overall score of 70% or above for Word and Excel may be delivered to the City of Gainesville’s Human Resources/Organizational Development Department, 222 E. University Avenue (Old Library Building next to City Hall) or by fax including a cover sheet and the first page of each test to 352-334-2055 by 6:00 pm on Wednesday, January 30, 2013 to be considered for this position. You will need to re-test if the tests you submitted are dated more than one year ago (before January 30, 2012) or if your current scores on file are not at or higher than 35 wpm NET for Typing, and an overall score of 70% or above for Word, Excel and Access . Call HR/OD at 352-334-5077 if you are unsure if your scores are still on file.
The City of Gainesville has established a performance measurement program in order to align departmental management plans with the City...