031
CUSTOMER SERVICE REPRESENTATIVE
NATURE OF WORK
This is responsible clerical and public contact work in receiving and processing customer related
transactions involving City revenue producing services and utility accounting activities.
Work involves responsibility for receiving and processing requests from the public by telephone,
mail, or in person for the initiation, maintenance and discontinuance of City utility or other
revenue producing services. Work includes discussing customer complaints regarding utility
billing or services and involves the exercise of considerable tact, patience and judgment on the
part of the employee in dealing with the public. Work also includes accessing records through
the use of CRT display or PC terminals and microfiche equipment and typing various billings,
records and correspondence when making adjustments to customer accounts, processing
delinquent notices or replying to inquiries. A supervisor is available for resolution of the more
difficult work problems; however, the employee conducts routine service requests with
considerable independence. Work is reviewed through observation, conversation and analysis of
reports.
ILLUSTRATIVE EXAMPLES OF WORK
Receives and processes requests from the public for the initiation and discontinuance of City
utility or revenue services and responds to related customer complaints and inquiries, referring
the more difficult problems to a supervisor for resolution.
Operates computerized data or microfiche equipment to access or input customer service records.
Explains departmental policy and pertinent rules and regulations to the public by personal contact
or telephone, explains rates and types of service, answers inquiries and provides routine
information.
Prepares receipts for deposit and connection fees; prepares and processes work orders and
transfer forms; posts, checks or verifies data and corrects inaccuracies.
Types customer correspondence and utility bills.
Performs related work as assigned.
DESIRABLE KNOWLEDGE, SKILLS AND ABILITIES
Considerable knowledge of office practices and procedures, business English, spelling and
telephone etiquette.
Considerable knowledge of modern office equipment, filing systems and procedures.
Skill in the use of a CRT and/or PC terminal, typewriter and other equipment utilized in a modern
business office environment.
Ability to accurately perform basic mathematical calculations to include division and
percentages.
Ability to learn regulations, procedures and services of the particular office to which assigned.
031
CUSTOMER SERVICE REPRESENTATIVE (Continued)
Ability to deal with the public courteously, tactfully and efficiently and to establish and maintain
effective working relationships with employees as necessitated by the work.
DESIRABLE KNOWLEDGE, SKILLS AND ABILITIES
Ability to copy, check and transfer information rapidly and accurately.
Ability to arrange a variety of materials and information into an organized, understandable
format.
Ability to communicate effectively, orally and in writing and receive and record oral information
accurately.
Ability to exercise good judgment while making decisions in accordance with established rules,
policies and procedures.
Ability to type neatly and accurately.
Ability to operate, or learn within a reasonable period, a microfiche system and/or a CRT or
PC terminal.
DESIRABLE TRAINING AND EXPERIENCE
High school graduate or GED equivalency.
Six months business experience encompassing contact with the public and ability to accurately
type 20 words a minute.
Dates Revised:9/97 (title change), 3/96
Date Issued: 5/73
City of St. Petersburg