Customer Service Representative II

An employee in this class is responsible for performing tasks of more than average difficulty, which involve reviewing, processing, and/or investigating requests for and questions about utilities service, billing charges and taxes, parking services and charges, or other related matters. Under general supervision, employees perform office, customer service and/or field inspection assignments, which require considerable contact with the general public and might require the operation of a light weight motor vehicle. The employee serves in a lead capacity when required, providing assistance to lower level employees in resolving problems. Employee must exercise reasonable initiative and independent judgment as well as tact and courtesy while working in accordance with established guidelines. Work is reviewed while in progress and upon completion through conferences, oral and written reports, and observations of results obtained.

Participates in survey and inspection of homes, apartments and businesses for utility usage and revenue purposes; records charges to verify payments; answers questions/complaints regarding charges either by telephone or in person; explains regulations, municipal ordinances, codes changes, and requirements to consumers.

Reads various meters and notifies companies of malfunctions and necessary repairs; inspects and verifies illegal connections to sewer or water system; investigates complaints regarding possible code violation to facilitate enforcement; notifies businesses by mail of new ordinances; issues certified notices of noncompliance to business owners and reports to City Council on non-compliance; collects fines for noncompliance.

Inspects conditions and recommends solutions to problems arising in connection with operation of the sanitary sewer or water system; acts as liaison between sewer and water departments, builders, contractors, and property owners.

Contacts prospective customers requiring utilities service; consults and advises businesses on type of service needed, number and location of containers, frequency of pick-ups, service costs and billing procedures; reviews and investigates more difficult problems involving applications for installation or removal of utilities service; authorizes credits or changes to customer accounts.

Reviews data from computer system for control purposes; institutes collection procedures and notifies customers of delinquent accounts; writes-off uncollectable accounts and turns them over to the appropriate authority; satisfies liens against properties that finance connection fees; conducts follow-up investigations to collect information/evidence when necessary.

When assigned to parking: provides customer service for both walk-in and phone customers; processes written complaints; performs data entry for manual citations; performs research on manual citations listed in the reject file; processes administrative holds, underpaid and overpaid citation payments, and refunds; verifies unknown tags, VIN numbers, vehicle tags, and citation codes.

Maintains records and makes reports as required; records address and name changes, and payment adjustments; operates computer or typewriter to prepare forms, form letters, and daily/monthly logs; enters electronic billing data, parking citations and other information; operates calculator and adding machine to perform, check, and verify calculations; operates microfiche viewer.

Oversees the assigned section in the absence of the supervisor; trains lower level personnel; completes daily vehicle inspection to determine maintenance requirements at the beginning or end of each shift.

Performs related work as required.

Considerable knowledge of: rules, regulations, procedures, and functions of the assigned area; laws, principles, and methods relating to office and/or inspection responsibilities of municipal sanitation and utilities services.

Working knowledge of: waste collection and disposal methods and equipment; water and sanitary sewer operations; business office practices; the layout of the city and its geography; basic engineering principles, construction plans and specifications; mainframe and database systems.

Ability to: make mathematical calculations with speed and accuracy; meet the general public, deal with customer service issues with sensitivity and establish and maintain effective working relationships with others; analyze information and make appropriate recommendations; prepare clear and concise reports and maintain records using a variety of source materials; understand and follow complex oral and/or written instructions.

Graduation from an accredited high school and three (3) years of experience in the field of customer service, problem resolution, or field inspections, with one (1) year of experience relating to the assigned area; or an equivalent combination of training and experience.

Possession of a valid Florida driver’s license might be required.

Evaluation of education and experience. Drug testing is included in all pre-employment processing.

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.

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