Job Information
City of Lakeland Customer Service Representative I - Part-time in Lakeland, Florida
Customer Service Representative I - Part-time
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Customer Service Representative I - Part-time
Salary
$20.98 - $30.83 Hourly
Location
Lakeland, FL
Job Type
Part Time Regular
Job Number
6024-20
Department
Lakeland Electric
Division
CS-Customer Contact-Phone 2071310000
Opening Date
11/22/2024
Closing Date
Continuous
FLSA
Non-Exempt
Bargaining Unit
NA
Description
Benefits
Questions
GENERAL DESCRIPTION OF CLASS
This is responsible work involving public contact by telephone and in person, and clerical work in the Customer Service Division. This position provides front-line assistance to internal and external residential and commercial customers. Duties include processing transactions in an online Customer Information Billing System, responding to complaints, preparing work orders, exercising sound judgment in customer finances and other related transactions.
This is a part-time regular position.
This posting will close after the receipt of the first 25 qualified applicants or Friday, December 6, 2024 at 4:00PM, whichever comes first.
ESSENTIAL FUNCTIONS
Assists customers with their needs.
Accurately and efficiently obtains and enters customer information.
Researches customer information and identification using an online customer information system.
Responds to and resolves customer concerns.
Deals with difficult customers and peers in a positive manner.
Evaluates customer's financial situation and exercises good judgment to help get the customer out of debt while maintaining utility service and customer dignity.
Correctly applies policies and procedures pertaining to Customer Service operations.
Clearly explains utility bills to customers.
Works well with others.
May be required to work overtime or alternate hours, as necessary for the efficient operation of the department.
Position designated as Mission Critical by Department Director.
ADDITIONAL FUNCTIONS:
Serves on process improvement committees and teams as needed.
Performs related work as required.
QUALIFICATIONS (EDUCATION, TRAINING AND EXPERIENCE)
High school diploma from an accredited school or a GED.
One (1) year of experience in public contact work in sales or customer service.
SPECIAL REQUIREMENTS:
Must possess a valid driver’s license.
Must maintain a valid telephone number.
KNOWLEDGE, SKILLS, ABILITIES
Skill in listening and comprehending when working with customers, peers, and supervisors.
Skill in working with online customer information and billing systems and spreadsheet and word-processing applications.
Ability to type with 98% accuracy at 40 words per minute.
Ability to remember strings of numbers and addresses.
Ability to learn City ordinances, policies, and procedures affecting Customer Service operations, rates, and charges.
Ability to use good interpersonal skills through written and oral communication with peers, supervisors, and customers.
Ability to promptly and effectively complete tasks.
Ability to enjoy working with customers daily and remain composed with those who are irate or difficult.
Ability to function in a team situation.
Ability to function productively in a continuous process improvement environment.
Ability to establish and maintain effective working relationships with supervisors, co-workers, other City employees, and the general public.
Skill in the use of personal computers and standard office equipment.
WORKING ENVIRONMENT/PHYSICAL REQUIREMENTS:
Requires sedentary work that involves walking or standing some of the time, exerting up to 10 pounds of force regularly, and routine keyboard operations.
The job risks exposure to no significant environmental hazards.
The job requires normal visual acuity, field of vision, hearing, speaking, manual dexterity, color perception, sense of smell, depth perception, and texture perception.
All City of Lakeland positions are subject to testing (e.g. written, oral, performance, computerized, interview, and/or any combination). Candidates selected for testing will be notified via email or telephone. Please check your e-mail and telephone messages regularly, including "junk" folders. Test times and locations to be announced.
THE CITY OF LAKELAND IS AN EQUAL OPPORTUNITY/EQUAL ACCESS EMPLOYER AND A DRUG FREE WORKPLACE
City of Lakeland
2024 Summary Sheet
Annual Leave
Annual leave is accumulated bi-weekly and based upon years of service as follows:
Annual leave may be taken as earned by employees hired after January 1, 1989. Employees hired prior to that date use annual leave within the calendar year following the year the leave is earned. All employees may carry over up to a maximum of twenty (20) days at the end of the calendar year. Regular part-time employees who work at least twenty (20) hours per week accrue annual leave at the rate of four (4) hours per month.*
Sick Leave
Sick rate is accrued biweekly based upon years of service and standard hour classification. Eligible for use as soon as earned. Regular part-time employees who work at least twenty (20) hours per week accrue sick leave at the rate of four (4) hours per month.
*NOTE: REGULAR employees with a working day other than eight (8) hours, please contact your supervisor regarding these policies.
Sick Leave Pool
Allows employees to receive sick leave benefits in cases involving catastrophic or long-term illnesses or injuries after all personal leave time has been depleted. Regular full-time employees contribute eight (8) hours and Regular part-time employees contribute four (4) hours on an annual basis. Employees must have completed one full year of service on or before December 31st of the calendar year enrollment; and have accumulated at least forty (40) hours of sick time (twenty (20) hours for Regular part-time employees). Participation in this program is voluntary.
For more information contact Amanda Kaiser at 834-8768
Family & Medical Leave
Federal legislation guarantees up to twelve (12) weeks per year off work under certain circumstances outlined in the policy manual. The employees must have been employed by the City for at least twelve (12) months and have at least 1,250 hours of service during the 12-month period before the requested leave. The City will continue its group life and health insurance for an employee on leave at the same level and under the same conditions that existed while the employee was working.
For more information contact Dawn Justice at 834-6038.
Pension Plan
Provision for retirement income requiring mandatory participation for full-time regular employees.
Defined Benefit Plan:
Plan C Employee 4.16%
Employer 15.66%
OR
Defined Contribution Plan:
Executives, New Hires aged 52 and older, and Fire/Police Recruits
Employee 8.5% or 11% per election upon hire
Employer 15.39%
Deferred Compensation 457 Plan:
A voluntary plan that is invested in mutual funds. The Employees' Pension Board performs the due diligence on the mutual funds. Employees may reallocate their account at any time.
Maximum contribution for 2024 is $23,000; employees aged 50 or older can also add a "catch-up" amount of $7,500. Additionally, a match of up to 5% of salary is offered by the City in Plan C.
Holidays
Twelve (12) holidays, includes one (1) personal floating holiday to be used at any time after three (3) months of employment and prior to the end of the calendar year.
Funeral Leave
Up to three (3) days off with pay due to death of an immediate family member (as defined in the policy manual). Up to four (4) hours off with pay may be obtained through supervisor approval to attend local funeral services of persons other than immediate family.
Jury/Witness Duty
Employees required to serve on jury duty will be relieved of responsibility for their regular work shift or portion thereof and receive full pay while serving. All fees received for such service may be retained by the employee. Employees subpoenaed to any civil or criminal court proceeding, which employee is not personally or monetarily interested, shall be paid as if engaged in regular work activities.
Military Leave
Allows for up to 240 hours in any one calendar year for annual military training without loss of pay or benefits for any employee in some type of reserve status for the United States Armed Forces. (see policy manual for additional information).
Maternity Leave
Refer to Family & Medical Leave for those employees who qualify. Others may take up to three (3) months leave of absence available upon approval of the Department Head. Employees may opt to utilize any combination of paid (sick or annual leave) or unpaid leave.
Leave of Absence Without Pay
Written requests are subject to approval by Department Head and City Manager or designee for less than ninety (90) days. Requests for more than ninety (90) days also require Civil Service Board approval for employees in a Civil Service classification.
Longevity Pay
Tuition Reimbursement
Program provides employees up to $2,500 per fiscal year (October 1 through September 30) for reimbursement of tuition of approved college, university, vocational, or correspondence classes upon completion with a grade of "C" or better in credit courses only. Full reimbursement is given for courses and fees, upon approval. The program does not include reimbursement for cost of books, supplies or other related expenses.
For more information, contact Melissa Yelnick at 834-6844.
Suggestion Awards
A program designed to provide a consistent and organized method for employees to submit and be rewarded for constructive ideas for improvement. Maximum award is $1000.
For additional information, contact Kathy McNelis at 834-6348.
Direct Deposit of Paycheck (refer to handout in new employee folder)
An account must be established with the institution of your choice prior to signing up for direct deposit.
Uniforms/Equipment
Uniforms issued at no cost to employees for those job classifications which require them. Equipment is issued to employees at either no cost or discounted cost depending upon job classification.
Parking
Free while at work.
Break Periods
Employees may be permitted two (2), fifteen (15) minute breaks during the workday. The time shall be at the discretion of the supervisor.
For Information on Health Insurance, Dental, Vision, and Life Insurance please contact Benefits at 834-6797.
For Information on Retirement Benefits, contact the Retirement Services Department at 834-8765 or 834-8797.
For Information on Firefighter and Police Officer Retirement Benefits, contact Foster & Foster at 239-333-4872.
01
Do you possess a high school diploma or GED from an accredited school?
Yes
No
02
Do you have one year of experience in public contact work in sales or customer service?
Yes
No
03
Please provide a narrative supporting your answer to the above question. Be sure to include specific job title(s), job duties, organization(s) and the dates where the work was performed. Note: The employers and dates of employment you list here must also be included in the "Work Experience" section of this job application.
04
By clicking "Yes" below, I understand that all relevant work experience MUST be entered in the "Work Experience" section on my application. In addition, all current City of Lakeland employees must list all previous City of Lakeland work experience in the "Work Experience" section of the application. Failure to complete the "Work Experience" section will disqualify you from the application process.
Yes
No
Required Question
Agency
City of Lakeland, Civil Service
Address
500 N Lake Parker Avenue Lakeland, Florida, 33801
Phone
(863)834-8790
Website
http://www.lakelandgov.net/employmentservices