Customer Service Float

Description

DUTIES

• · Answer telephone and greet visitors, determine nature of call/visit, and route to appropriate personnel and/or takes appropriate measures.
• · Create service orders and assist customers in initiating and/or terminating services, provide information and aid in properly completing and filing forms.
• · Assist with processing customer account payments through Payments & Readings and Cash Register, includes retrieving payments from the drop box and opening daily mail
• · Routine accounting work processing the receipt of customer payments via mail, in person and online and the posting of cash receipts utilizing utility software, invoicing and accounts receivable documentation, maintenance and reconciliation.
• · Work with colleagues to help plan and implement online marketing to drive community engagement.
• · Source and produce engaging content to ensure social media channels are up to date.
• · Proof read, gain approval for and post content submitted for social media posts.
• · Cooperatively work with other staff members to solicit content for social media posts.
• · Cross-train and provide back up for others in the Customer Service Department when needed.
• · Assist other Utility Departments as necessary answering phones and directing calls to appropriate individuals, greeting customers, and other clerical tasks.
• · Assist in defining most important social media Key Performance Indicators.
• · Stay up to date with the latest social media best practices and technologies.
• · Use social media marketing tools to assists Customer Service Manager with other related duties as needed.
• · Assist in the development, implementation and management of our social media strategy through competitive research, platform determination, benchmarking, messaging, and audience identification.
• · Generate, edit, publish and share daily content (original text, images, video or HTML) that builds meaningful connections and encourages community members to take action.
• · Set up and optimize utility pages within each platform to increase the visibility of utility’s social content.

Requirements

• · Social Media channel experience.
• · Must have excellent written skills and a keen eye for detail.
• · Must be proficient in latest software and technology.
• · Must have valid driver’s license and use of a vehicle to ensure ability to travel.
• · Demonstrate initiative to independently identify needs and flexibility to help where needed.
• · Excellent knowledge of Facebook, Twitter, LinkedIn, Pinterest, Instagram, Google+ and other social media best practices
• · Thorough knowledge of policies, procedures and operations of the various utility departments, including knowledge of rate structures and billing procedures.
• · Ability to operate a variety of standard office equipment, including computer, calculator, fax machine, postage meter, copier, and telephone.
• · Ability to provide public access to or maintain confidentiality of department information and records according to state requirements.
• · Ability to comply with all employer and department policies and work rules, including, but not limited to, attendance, safety, drug-free workplace, and personal conduct.
• · Ability to competently serve the public with diplomacy and respect, including occasional encounters with irate/hostile persons.
• · Ability to effectively communicate orally and in writing with co-workers, other County/City departments and agencies, software vendors, and the public, including being sensitive to professional ethics, gender, cultural diversities and disabilities.
• · Ability to prioritize and perform multiple tasks simultaneously with minimal supervision.
• · Ability to occasionally work extended hours, including weekends and/or evenings. Ability to travel out of town, but not overnight.
• RESPONSIBILITY: Incumbent performs a variety of recurring duties determined by flexible customary routine, seasonal deadlines, and the service needs of the public. Incumbent occasionally makes decision in absence of specific policies and procedures, and/or guidance from supervisor. Errors in decisions or accuracy of work are readily detected through standard procedural safeguards.
• PERSONAL WORK RELATIONSHIPS: Incumbent maintains frequent contact with co-workers, other City departments or agencies, software vendors, and members of the general public for purposes of exchanging and explaining information. Incumbent reports directly to Customer Service Manager.
• PHYSICAL EFFORT AND WORK ENVIRONMENT Incumbent performs duties in a standard office environment, including sitting and walking at will, keyboarding, close vision, speaking clearly, hearing sounds/communication, lifting/carrying up to 25 pounds, crouching/kneeling. Incumbent occasionally works extended hours, including evenings and weekends, and traveling out of town, but not overnight.

Summary

Additional Information