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CO
City of Vero Beach
CUSTOMER SERVICE REPRESENTATIVE, TRAINEE
Career Insights for Customer Service Representative (General)
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Based on Florida data
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What they do
A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
$35,684 / year median in Florida
-1% projected decline
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.