Customer Service Representative

Nature of Work

This classification exists to perform entry-level customer service work in the City's Finance Department. The Customer Service Representative performs technical work which requires the application of excellence in customer service, along with a general knowledge of business principles and methods.

The incumbent is supervised by an experienced professional staff member, but the degree of supervision varies with the complexity of assignments and the experience of the recruit.

Tasks may vary depending upon areas of assignment or departmental needs. Upon successful completion of a minimum training period of 18 months, employees in this category may be considered for promotion to the level of Customer Service Representative I.

Illustrative Examples of Essential Duties

• May perform Revenue program and Customer Service functions including : providing excellent customer relations through the delivery of quality service, prompt handling of requests and satisfactory resolution of complaintsproviding general information and guidance to applicants of City servicesProcessing, verifying, and routing the following :
• Business Tax Receipts Certificates of use and Annual Fire Permit applications
• Sidewalk Café applications
• Residential Parking Permit applications
• Visitor Parking Permit applications
• Monthly Municipal Parking Garage and Surface Lot applications
• Resort Tax applications
• Artist Vendor, Street Performer and Non- Profit Lottery applications
• Garage Sale and Real Estate Permit applications
• Requests for Lien Searches
• Parks and Recreation Program applications
• Passport applications
• Preparing the following :
• reports and statistical information
• journal entries and financial reports
• lien searches on properties
• Reconciling and balancing Revenue program transactions
• Processing, reconciling, and mailing of renewal notices for various Revenue program functions
• Preparing and analyzing revenue reports
• Processing, analyzing and reconciling applications for accuracy and completion
• May perform Resort Tax program functions including : reviewing and analyzing field auditsaddressing assessment appealsreviewing delinquent lists and requests for prosecutionappearing in court and assisting in the presentation of delinquent casesresolving taxpayer inquires and recommending payment arrangementsreviewing computer generated and manually prepared reportspreparing reports and statistical informationpreparing journal entries and financial reportsreconciling Resort Tax revenues with the financial management systemprocessing, analyzing and reconciling Resort Tax returns for accuracy and completionpreparing correspondence and attending meetings
• May perform Accounts Receivable functions including : Preparing and / or reviewing the following :
• cashier reports and deposits
• billing and collections reports
• lien searches and overseeing the maintenance of files
• Special Assessment Bills
• reconciling a variety of revenue funds
• preparing journal entries and financial reports
• reviewing City deposits, journal entries, and refunds
• processing payments for City services, applications, bills, invoices, taxes, and fines
• conducting collection services for monies owed to the City for services, applications, bills, invoices, taxes, and fines
• processing, analyzing and reconciling tax returns for accuracy and completion
• May perform Utility Billing Functions including : opening and closing accountsanalyzing account activitypreparing payment plans for outstanding balancesreviewing account deposits and refundsprocessing Sewer Fee adjustmentsprocessing payments for consumption
• May perform Call Center functions including : providing excellent customer relations through the delivery of quality service, prompt handling of requests and satisfactory resolution of complaints via telephone callsTake customer calls and provide accurate, satisfactory answers to their queries and concernsDe-escalate situations involving dissatisfied customers, offering customer assistance and supportCall residents, businesses, and visitors with relevant informationGuide callers through troubleshooting, navigating the City’s website or using City systemsReview customer accounts, providing updates and information about billing and processes

Minimum Requirements

• Graduation from an accredited college or university with an Associate’s degree in Public / Business Administration, Management, Accounting, Finance, or a closely related field
• One (1) year full-time paid professional customer service experience in the areas of revenue generation, accounts receivable, maintenance of electronic financial records and handling of customer concerns preferably in the public sector
• Other combinations of experience and education that meet the minimum requirements may be substituted
• Demonstrated ability to provide high quality service within constrained resources in a multiuser environment

Physical Requirements :

• Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, talk, sit, stand, hear, use hands to fingers, handle, feel or operate objects, read and write
• Physical capability to effectively use and operate various items of office related equipment, such as, but not limited to, personal computer, calculator, copier, and fax machine
• No significant standing, walking, moving, climbing, carrying, bending, or kneeling
• Work is predominantly indoors within a usually quiet to moderately noisy environment

For all positions :

• Ability to establish and maintain effective working relationships with elected officials, coworkers, the press the general public and members of diverse cultural and linguistic backgrounds regardless of race, religion, age, sex, disability, political affiliation, gender identity or sexual orientation.
• Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of all state, county and city ethics and conflicts of interest policies.

Strong understanding of ethical behavior is required.

• Ability to maintain regular and punctual attendance.
• Reports to work as directed during an emergency as an essential employee of the City of Miami Beach

For all technical, professional, supervisory and managerial positions :

• Ability to develop innovative and creative solutions to issues consistent with the City's strategic plan.
8 days ago