Customer Service Representative I or II - PART-TIME
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Customer Service Representative I or II - PART-TIME
Salary
$21.40 - $34.67 Hourly
Location
Employment Services
Job Type
Part Time Regular
Job Number
6025-26
Department
Lakeland Electric
Division
CS-Customer Contact-Phone 2071310000
Opening Date
08/04/2026
Closing Date
Continuous
FLSA
Non-Exempt
Bargaining Unit
NA
Description
Benefits
Questions
GENERAL DESCRIPTION OF CLASS
This position assists internal, external, residential, and commercial utility customers. This is responsible work involving considerable contact with the public, by telephone and in person, and includes associated clerical work, monitoring accounts for billing accuracy, and dealing with debt collection issues. Duties include processing transactions in an online Customer Information Billing System and creating work orders, account updates, changes, or corrections. Duties include responding to customer requests for service, questions, complaints, and concerns, as well as to internally generated reports and requests for change to maintain account integrity and accuracy. Responsibilities include exercising sound judgment in interpreting customer requests, complaints, and financial difficulties.
THIS IS A PART-TIME REGULAR POSITION.
This posting will close after the receipt of the first 30 qualified applicants.
This position is for a Customer Service Representative II, however, it may be filled at the level of a Customer Service Representative I.
ESSENTIAL FUNCTIONS
Assists customers with any reasonable request for utility service.
Obtains and enters customer information accurately and efficiently.
Performs advanced research of customer information and identification, including credit inquiry, using manual and computerized information systems.
Responds to and resolves customer concerns.
Deals with difficult customers and peers in a positive manner.
Evaluates customers' financial situation and exercises good judgment to help get the customer out of debt while maintaining utility service and customer dignity.
Matches customer requests with standard utility services.
Applies policies and procedures correctly pertaining to Customer Service operations.
Explains utility bills and rates to customers clearly.
Checks, analyzes, tests for accuracy, and adjusts customer billings as required; prepares orders for tests or rereads.
Works well with others.
May perform timekeeper duties.
May be required to participate in and/or facilitate training to support departmental or City initiatives and requirements.
May be required to work overtime, or alternate hours, as necessary for the efficient operation of the department.
Position is designated as Mission Critical.
ADDITIONAL FUNCTIONS:
Serves on and facilitates process improvement committees and teams as needed.
Serves as backup to Customer Service Coordinator.
This posting reflects the essential functions and knowledge, skills, and abilities for a Customer Service Representative II; however, applicants may view the complete job description for a Customer Service Representative I on the City of Lakeland's employment page.
QUALIFICATIONS (EDUCATION, TRAINING AND EXPERIENCE)
High school diploma from an accredited school or a GED.
Three years of experience in public contact work in sales or customer service, of which two years are in a progressively responsible position in a utility customer service environment.
SPECIAL REQUIREMENTS:
Must possess and maintain a valid driver's license.
Must possess and maintain a valid telephone number.
KNOWLEDGE, SKILLS, ABILITIES
KNOWLEDGE:
City ordinances, policies, and procedures affecting Customer Service operations, rates, and charges.
SKILLS:
Working with online Customer Information Billing Systems.
Listening and comprehending when working with customers, peers, and supervisors.
ABILITIES:
Accurately remember strings of numbers and addresses.
Make and verify computations with a speed of 40 words per minute and an accuracy rate of 98%.
Use good interpersonal skills through written communication, oral communication, on the telephone, or in person.
Enjoy working with customers daily and remain composed with irate or difficult customers.
Promptly and effectively complete tasks.
Effectively supervise and coach other employees.
Function productively in a "continuous process improvement" and "team" environment.
Maintain professional courtesy with internal and external customers and co-workers.
Prioritize and organize duties and responsibilities.
Effectively manage work schedules.
Remain flexible, positive, and productive in a changing environment.
WORKING ENVIRONMENT/PHYSICAL REQUIREMENTS:
Sedentary work that involves walking or standing sometimes, exerting up to 10 pounds of force regularly, and routine keyboard operations.
Risks dust, pollen, and bright/dim light exposure.
Normal visual acuity, field of vision, hearing, speaking, manual dexterity, color perception, sense of smell, depth perception, and texture perception.
This job description outlines the general nature and level of work and is not intended to be an exhaustive list of duties or qualifications. Management reserves the right to modify or assign additional responsibilities as needed.
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
2026 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 4.52%
Employer 15.54%
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 15.54%
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 2026 is $24,500; employees age 50 or older can also add a "catch-up" amount of $8,000; employees age 60-63 can also add a "catch-up" amount of $11,250.
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 Employee Engagement and Development at 834-6837.
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 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
How many years of experience do you have in public contact work in sales or customer service?
No experience
Some experience, but less than 1 year
At least 1 year, but less than 3 years
3 years or more
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
Do you have 2 years of progressively responsible experience in a utility customer service environment?
Yes
No
05
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.
06
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
Employer
City of Lakeland, Civil Service
Address
500 N Lake Parker Avenue Lakeland, Florida, 33801
Phone
(863)834-8790
Website
http://www.lakelandgov.net/employmentservices
