Customer Service Representative I
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Customer Service Representative I
Salary
$24.32 - $26.75 Hourly
Location
Boca Raton, FL
Job Type
Full-Time
Job Number
04286
Department
Financial Services
Division
Customer Services 12/05301
Opening Date
05/18/2025
Closing Date
5/21/2025 11:59 PM Eastern
FLSA
Non-Exempt
Bargaining Unit
N
Description
Benefits
Questions
.
Job Description
Performs intermediate skilled clerical work involving customer service activities; the preparation and/or maintenance of related records; and does related work as required. Work is performed under regular supervision.
Essential Functions
TYPICAL FUNCTIONS:
Receives customer inquiries, service requests and complaints by telephone, email, fax, or in person;
Advises customers on billing, collection, and service procedures regarding alarms, parking and utility services, referencing the State Statutes, or City Ordinances which govern these programs, as well as any appeal process as appropriate;
Assists customers in establishing new service accounts, closing or transferring accounts;
Prepares correspondence and emails in response to patron/customer inquiries and requests;
May record and collect parking citation fees, false alarm fees, and utility payments, through mail, bank or in person and post to proper account;
Performs a variety of filing and record keeping duties associated with parking citations, alarm billing, utility billing and collection activities;
Researches and corrects errors in customer accounts;
Collects money for new services, deposits, and other City Departments;
Processes meter refunds through petty cash process;
Performs research on vehicle tags not found in the FL DMV weekly report;
Corrects information in the AS400 in relation to rental vehicles and prepares letter to offender.
RELATED TASKS:
Mails water bills; researches high bills and ensures billing is correct;
Ensures cash and checks received balance with bill stubs, receipts; closes cash register;
Counts and rings up money received by other departments;
Writes work orders to re-check meters and cut-off for customers who are moving;
Responsible for researching activities and entering data in the AS400, FLEX (T2), and IRIS systems;
Performs related tasks as required.
Knowledge, Skills and Abilities
General knowledge of terminology, methods, procedures and equipment; general knowledge of standard office procedures, practices and equipment; ability to understand and follow oral and written directions; ability to establish and follow detailed work procedures; skill in use of a variety of office machines and computer equipment; ability to use various Windows-based computer software, including FLEX (T2) and IRIS; ability to pass a typing test - 25 WPM, 10 key, math and clerical tests at time of application; general knowledge of utility service connection and termination procedures, billing, collecting, and adjustments; ability to establish and maintain effective working relationships with citizens and customers and other City staff.
Minimum and Preferred Qualifications
EDUCATION AND EXPERIENCE:
Any combination of education and experience equivalent to graduation from high school and three (3) years of public contact experience.
SPECIAL REQUIREMENTS:
Possession of a valid State of Florida Class "E" driver's license with no more than six (6) points in a three (3) year period.
POST-OFFER BACKGROUND REQUIREMENTS:
The background check process for this position may include:
Criminal Background Check
Employment Verification
Reference Checks
Motor Vehicles Report (MVR) Check
The City of Boca Raton is an Equal Opportunity (https://www.myboca.us/1226/Equal-Employment-Opportunity) , Inclusive, Veteran's Preference Employer and Drug Free Workplace. It is the policy of the City of Boca Raton to prohibit discrimination on the basis of race, color, religion, gender, gender identity or expression, marital status, age, national origin, disability, pregnancy, familial status, sexual orientation, genetic information, or any other status or condition protected by applicable federal, state or local laws.
BENEFITS SUMMARY
Full-Time Non-Bargaining Employees
ANNUAL LEAVE: Shall accrue prior to an employee attaining permanent status in the classified service, and may be used after six (6) months of employment at the sole discretion of the Department Head, but it shall not be paid out upon resignation or termination unless the employee has attained permanent status (one full year). The maximum accrual is 360 hours.
Year of ServiceAccrual
0 to 5 full years8 hours per month
5 to 10 full years10 hours per month
10 to 15 full years12 hours per month
15 full years and over14 hours per month
CASH OUT OF ANNUAL LEAVE: Employees who have attained permanent status shall be permitted to cash out up to forty (40) hours of accrued and unused Annual Leave, either in a single lump sum payment or two or more partial payments, each fiscal year.
SICK LEAVE: 8 hours per month. Any hours in excess of 960 will be paid off annually at 50%. Upon retirement, employees with a minimum of 5 years continuous service will receive 50% of sick leave balance. Termination for reasons other than retirement shall be entitled to payment for accrued, but unused sick leave, as follows:
Years of servicePercentage
Less than 2 full years0%
2 to 5 full years10%
5 to 10 full years20%
10 full years or more30%
Retirement (normal, early or disability)50%
HEALTH INSURANCE (Premiums): Employee Medical (Base Plan) - Paid 100% by City. Employee contributions are required for the buy up employee coverage plans. Employee Dental (DHMO or Basic PPO Plan) & Vision (Basic Plan) paid 100% by City. Employee contributions are required for the Employee + Dependent(s) for the Medical, Dental, & Vision Plan.
CONTINUOUS SERVICE BENEFIT: As of December 1 each year - Paid during the month of December.
Year of ServiceBenefit
5 to 10 full years$600 annually
10 to 15 full years$800 annually
15 full years and over$1,100 annually
RETIREMENT PLANS: The two pension/retirement options are listed below:
An option to enroll in a Defined Contribution Retirement Plan. The Defined Contribution Retirement Plan will not require a mandatory contribution. The City will contribute seven (7%) percent of the annual base wages annually. The vesting period for this plan shall be one (1) year from date of hire in the classified service, which coincides with your one-year probationary period.
An option to enroll in a Defined Benefit Retirement Plan option is available. There is a ten (10) year vesting period with a multiplier of 2.00% at normal retirement and a mandatory seven and three-quarters (7.75%) percent employee contribution.
The two (2) options will be fully explained prior to an irrevocable selection.
Optional: 457 Deferred Compensation Savings Plan is available.
HOLIDAYS: 15 per year: 12 recognized holidays and 3 floating days which are allocated for the fiscal year beginning October 1, to all 8 hour per day employees. Employees hired between October 1 and March 31 shall receive 3 floating holidays. Employees hired between April 1 and September 30 shall receive 1.5 floating holidays. Floating holidays must be used within the fiscal year. Non-task employees working 10-hour days receive 10, 10-hour paid holidays but do not receive floating holidays.
FUNERAL LEAVE: Up to 3 workdays - In State; Up to 5 workdays - Out of State
TUITION REIMBURSEMENT: Full-time employees are eligible for tuition reimbursement as outlined in the City's Tuition Reimbursement Policy which is available in Human Resources and subject to the availability of departmental funds.
MILITARY LEAVE: Members in military reserve units who attend annual training are entitled to paid leave not to exceed 30 days each calendar year.
EAP: Employees, spouses, and eligible dependents have access to five (5) face-to-face sessions with a counselor through Cigna's Employee Assistance Program (EAP). Services include assistance with legal, financial, parenting, elder care, pet care, and identity theft.
