Customer Service Representative

General Description and Hiring Rate

Under the general supervision of the Utility Billing Manager, or designee. Performs front-line customer service responsibilities for residents and all visitors to City Hall in the Utility Billing Division of the Finance Department. Performs general office duties of routine difficulty in the processing of cash receipts in accordance with City codes and Departmental policies. Work is performed with independence. Work is reviewed through observation and results obtained.

Essential Job Functions

• Serves as front-line reception and customer service to City residents, businesses, and City Hall visitors. Directs visitors to various Departments.
• Receives and directs phone calls for City services; provides general information services; guides and assists customers to appropriate sources.
• Responds to citizen inquiries, including City events and activities; directs calls or visitors requiring assistance in dealing with other governmental entities.
• Processes utility cash receipts through walk-in, drop box, mail, Check Free and on-line resources; processes other City cash receipts.
• Enters new customer data into computer; follows a series of prescribed steps to close terminated accounts.
• Responds to customer inquiries, in person, over the telephone, and via email; provides basic information regarding status of customer accounts; explains billing policies and procedures, including shut-offs.
• Completes lien/title searches for review.
• Recommends account adjustments to Utility Billing Manager. Maintains accurate customer files in the system.
• Opens and distributes City mail.
• Maintains a safe and clean customer service area and lobby. Performs other duties as assigned.

These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job related marginal duties as required.

Minimum Qualifications

KNOWLEDGE, ABILITIES, AND SKILLS

• Knowledge of methods and procedures regarding customer billing.
• Knowledge of applicable bookkeeping principles.
• Ability to effectively communicate with appointed and elected officials, Department Directors, the general public, and co-workers.
• Ability to develop and maintain effective working relationships. Ability to express self clearly both orally and in written reports.
• Skill in dealing tactfully and effectively with the public regarding questions concerning their utility bills.

TRAINING AND EXPERIENCE

Graduation from high school or GED, supplemented by two (2) years of experience in providing professional customer service; or an equivalent combination of training and experience which provides the required knowledge, skills, and abilities. Valid Florida Driver’s license.

Physical Requirements and Environmental Conditions

Physical Requirements

• Acceptable eyesight (with or without correction). Acceptable hearing (with or without hearing aid). Ability to communicate both orally and in writing.
• Reaching.
• Use of fingers, use of hands. Sitting.
• Ability to access, input and retrieve information and data from a computer. Ability to access file cabinets for filing and retrieval of data.

ENVIRONMENTAL CONDITIONS:

Works inside in an office environment.

The City of Safety Harbor is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the employer will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

The City of Safety Harbor offers an excellent, comprehensive benefits package to eligible full-time employees, which may include health, dental, and vision coverage; retirement and deferred compensation plans; flexible spending accounts; life insurance; long-term disability; 12 paid holidays; vacation and sick leave; and tuition reimbursement.

For complete details, please refer to the Benefits Booklet 2025 - 2026