Customer Service Rep/Field Services

Description The Customer/Field Service Representative provides a variety of administrative and operational duties for the Department of Financial Services working directly in the Utility Billing division. This position will engage with customers throughout the lifecycle of their utility accounts to include set up, addressing questions and concerns, recording consumption, work orders and related functions. Although under general supervision of the Utility Billing Manager, employee may work independently and has extensive contact with the public, requiring the exercise of tact, courtesy, and some initiative and independent judgment. Positions within this classification may be assigned a primary customer service focus or a primary field service focus based on departmental needs. Employees are expected to be cross-trained in both areas and may assist with customer service, billing, payment processing, meter reading, service orders, disconnections, reconnects, and related field work as assigned.

Examples of Duties Essential Functions:

These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position. Performs customer service, utility billing, and field service duties as assigned; provides backup coverage to other Customer/Field Service Representatives and cross-trains in both office and field functions. Responds to customer questions regarding utility billing, meter readings, service orders, account status, and other utility-related matters; provides basic information on applicable City procedures and assists customers with understanding meter readings and consumption when needed. Posts non-payment notices; posts sign-up or shut-down notices; turns water services on and off as required; makes appointments for readings to be re-checked. Completes daily initial and final service orders for residents in the field. Performs monthly drive-by readings with a City vehicle to capture readings from AMI digital meters in accordance with assigned schedules and routes; identifies meter locations, uses maps or routing information, and ensures accuracy of readings. Examines meters for signs of tampering and reports inoperative, leaking, malfunctioning, or damaged meters and registers; tags property as needed; reports abnormal conditions, potential hazards, and issues requiring follow-up. Troubleshoots potential connectivity issues for AMI digital meters and reports unresolved issues to the appropriate supervisor, vendor, or department contact. Suggests changes to improve routing, meter location information, and field service efficiency. Assists with high-consumption reviews, re-read requests, leak checks, meter checks, customer follow-up, and related field investigations as assigned. Sets up and maintains accounts on a computerized accounting system. Prepares and processes utility bill payments and other miscellaneous receipts from other departments: collects payments over the counter, by phone, and through the mail; processes credit card payments and credits; balances cash drawer and prepares deposits; and processes delinquent accounts. Assists customers over the counter and via the telephone with respect to utility billings, opening/closing accounts, problems, etc.; prepares work orders regarding customer deposits, bills, cutoffs and fees; responds to citizen complaints and/or inquiries, referring more complex issues to higher level of authority as appropriate. Reviews and checks records, forms, and other documents for accuracy, completeness and conformance to rules and regulations. Follows safe working practices and has a working knowledge of safety practices and procedures in accordance with the City's Safety and Health Program. All employees serve an essential role in the City's disaster preparation and/or disaster recovery efforts, as may be designated by the City's Emergency Manager.

Additional Duties:

Performs related tasks or other duties as required or assigned. Minimum Qualifications High School diploma or GED and a minimum of one (1) year of customer service. Experience with field service, meter reading, utility billing, or government operations is preferred. Must maintain a Florida driver's license with an acceptable driving record. Must have or be able to complete ICS 100 and 700 courses within six (6) months of hire. Supplemental Information Special Requirements Knowledge of AMI meter reading processes, routing, and basic connectivity troubleshooting. Knowledge of basic utility billing account processes, service orders, delinquent processing, and payment procedures. Ability to work an alternative work schedule, flex time is required periodically throughout the month. Skill in accurately and efficiently documenting and recording meter readings, working independently in the absence of supervision. Ability to read maps and follow prescribed routes and schedules. Ability to be cross-trained and provide backup coverage between customer service and field service assignments. Ability to communicate in person, verbally, and in writing with internal and external customers in a courteous, professional, and tactful manner. Skill in prioritizing issues and apprising the manager of appropriate issues. Skill in sorting, reviewing, coding, completing, distributing and/or filling routine documents such as invoices, timesheets, and payment vouchers. Safely operate a motor vehicle. Skill in establishing and maintaining effective working relationships with City employees, other agencies and the public. Technical Requirements Working knowledge of standard office equipment and technology, including digital tools and programs required to perform job duties. Knowledge of basic map reading and geography of the area and location of meters. Working Conditions Work assignments may vary depending on whether the employee is assigned a customer service focus or field service focus. Work may be performed in an office setting for extended periods and outdoors while walking or driving; field service-focused assignments may require a higher percentage of outdoor work. Ability to work under time pressures such as frequent "rush" jobs, urgent deadlines, etc.; Ability to work under distractions such as telephone calls and other disturbances. Must be able to perform tasks that involve, standing, kneeling, bending, stooping, lifting objects weighing up to 15-45 pounds frequently, and/or driving. Specific vision abilities required by this job include close distance and peripheral vision to operate a vehicle and read equipment; read computer screens, meters, and printed documents; depth perception and the ability to adjust/focus within the normal visual range with or without correction. This position is subject to inside and outside environmental conditions, various weather conditions on uneven surfaces, in poor lighting and in dusty and/or noisy conditions. Frequent exposure to extreme temperatures, humidity, rain. Ability to operate motor vehicles and/or equipment/machinery.

• This posting is open until filled
• Disclaimer The City of Longwood is an Equal Opportunity Employer.

In compliance with The Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourage both prospective and current employees to discuss potential accommodations with the employer. Benefits are effective the first day of the month, following 30 days of employment, unless otherwise stated benefits are for eligible full-time employees only. Health Insurance

• The City offers three health plan options through United Healthcare. United Healthcare Plan 22
• $0 cost for employee coverage! United Healthcare Plan 21-H.S.A Plan
• $0 cost for employee coverage! United Healthcare Plan 20 Health Savings Account (HSA
• The City offers employees the option of a Health Savings Account (HSA), which is a tax-advantaged medical savings account available to eligible employees who are enrolled in a high-deductible health plan. Employees may use their HSA on qualified medical expenses. Flexible Spending
• The City offers two Flexible Spending plans; a Health Care Flex Spending and a Dependent Care Flex Spending. Dental Insurance
• The City offers two dental options through Guardian. One option is a DHMO option which requires you to designate an in-network provider. The other option is a PPO options which give you the freedom to use in
• and-out of network providers. You can access the dental provider's network and find a dentist near you at www.guardianlife.com . Vision Insurance
• The City offers a voluntary vision plan through United Healthcare Vision. Employer Paid Basic Group Life and AD&D Insurance
• The City of Longwood provides you with $50,000 of life and AD&D insurance.

Teamsters and IAFF positions may have additional life insurance provided.

Optional:

Employee Group Life and AD&D Insurance

• You are also able to purchase additional life and AD&D insurance through the City.

As a new hire, the guaranteed issue amount for employees to enroll is up to $100,000, up to $25,000 for your spouse and up to $10,000 for your child(ren). Employees are eligible for up to 5x your earnings to a maximum of $500,000. Your spouse is eligible for 50% of your coverage amount. Coverage over the guaranteed issue requires an Evidence of Insurability form. Employer Paid Long Term Disability

• At no cost to you, as a new hire, you are automatically enrolled in this benefit. Aflac Voluntary Benefits
• Through Aflac you will be able to enroll in Short-term Disability, Accident, Cancer or Critical Illness coverage, more information on how these plans work are available through www.aflac.com Nationwide Pet Insurance
• Nationwide pet insurance helps you cover veterinary expenses so you can provide your pets with the best care possible—without worrying about the cost.

https:

//benefits.petinsurance.com/longwoodfl PENSION The City provides a Defined Contribution Program through Florida League of Cities; all regular full-time employees are automatically enrolled in this benefit. The City makes a 10% contribution to general employees' pension plan. The City contributes to the Teamsters (Police), and IAFF employees' pension plan and employees contribute 1% of their salary. Deferred Retirement

• Full-Time regular employees have the option of joining a 457 Deferred Retirement Plan in addition to the Employees' Pension Plan. Employee Assistance
• The City recognizes that personal problems and family member problems can affect work performance and quality of life in general.

In an effort to provide support and assistance to employees and dependents, the City is providing this confidential program without cost to employees. Professional consultations cover financial matters, family communications, stress, alcohol/drug problems, emotional/psychological distress and legal problems. Vacation Leave

• The City provides annual paid vacation time off work to eligible full-time employees to allow for rest, recreation and personal activities. Vacation entitlement is based upon service credit. Sick Leave
• Regular full-time employees accrue (8) hours per completed month paid sick leave.

Sworn firefighters accrue (12) hours per completed month paid sick leave. Sworn police officers accrue (8.4) hours (equivalent to the number of hours in a scheduled work shift).

HOLIDAYS

Thanksgiving Day The day after Thanksgiving Day Christmas Eve Christmas Day New Year's Eve New Year's Day Memorial Day Independence Day Labor Day Employee Birthday

• Floating Holiday
• 01 How many years of customer service experience do you have?

Less than 1 year 1 to 2 years 2 to 3 years More than 3 years No experience 02 This position will require both office work and field work, including working outdoors, driving to and from assigned routes, checking meters, and assisting with service orders. Are you able to perform these duties? Yes No 03 Describe any experience you have with utility billing, meter reading, field service, payment processing, work orders, or government operations. 04 This Position requires accuracy when entering account information, recording meter readings, and processing payments. Describe any experience you have with data entry, recordkeeping, or cash/payment handling. 05 Have you received a ticket or been charged with any traffic violation(s) during the past (5) years? A conviction record will not necessarily prevent you from being employed. Yes No 06 If yes, please explain. If "no" enter N/A. A conviction record will not necessarily prevent you from being employed. Required Question