Customer Service Representative

Oversee assisting customers by analyzing accounts and maintaining records; receives requests for and processes connections and disconnections on existing services for commercial and residential.

work also includes calculating deposits for commercial and residential accounts, granting extensions, creating letters of credit, and preparing work orders.

REPORTS TO Customer Service Manager SUPERVISORY RESPONSIBILITIES None.

ON CALL This position is not on call.

RESPONSIBILITIES Serves as primary contact to answer, screen, research, inform, advise, record, process, and follow-up all customer requests efficiently and expeditiously as received by phone, mail, or personally from citizens and agencies.

Investigates customer accounts when there is a suspected error.

Opens new utility accounts and calculates utility deposit requirement.

Reprints bills as needed for customers.

Substitutes for cashier and covers receptionist area as needed.

Maintains an accurate account of work orders given to field employees; maintains service files.

Explains departmental policy and pertinent rules and regulations to the public via personal contact, email, fax, or by telephone conversation; explains rates and types of service.

Makes decisions regarding resolution of delinquent accounts.

Processes daily cut-off and reconnection orders.

Transfers final billed delinquent account balances to current accounts within the system.

Follows up on bankruptcy and estate claims.

Processes charge offs to collection agency.

Monitors overdue deposits, and payment arrangements and follows through in accordance with collections process.

Open and closes Central Office Building for customers at open and close of business (unlocks/locks building).

Job Requirements EDUCATION High School Diploma/GED required.

EXPERIENCE 2+ years Additional Requirements CERTIFICATES None.

LICENSES Florida Driver's License Class E required.

PHYSICAL DEMANDS While performing the duties of this position, the employee is regularly required to sit.

The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT This position is part of New Smyrna Beach Utilities Emergency Management Team and, as such, shall be expected to perform all duties that are assigned during an emergency management operation.

Any additional compensation, above the normal weekly salary shall be outlined in the Human Resources Manual or Collective Bargaining Agreement.

Failure to appear to perform emergency management assignment and to work assigned shifts as scheduled by NSBUs Emergency Incident Commander or individuals designated by the General Manager/CEO to assign such functions may result in disciplinary action up to and including termination.

About New Smyrna Beach Utilities For over 50 years, New Smyrna Beach Utilities (NSBU) has proudly provided the greater New Smyrna Beach area with high-quality utility services.

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