Customer Advisor II
JEA JEA Jacksonville, FL Jacksonville, FL Full-time Full-time Estimated:
$49.
3K - $62.
4K a year Estimated:
$49.
3K - $62.
4K a year 4 days ago 4 days ago 4 days ago Customer Advisor II - (12542) VETERANS' PREFERENCE:
Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.
Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.
Veterans' Preference documentation requirements are available by visiting the following link (http:
//www.
dms.
myflorida.
com/content/download/97612/566545).
All documentation is due by the close of the vacancy announcement.
Under general supervision responds to a broad array of customer inquiries, billing support services and credit and collection activities.
Work requires an intermediate knowledge of JEA's residential and commercial customer and billing policies to include customer programs, offerings, rates, billing methodology and credit programs and policies.
Work will require the ability to successfully utilize JEA's customer and billing programs which include, but are not limited to CC&B (Customer Care & Billing), MDMS (Meter Data Management System), 3rd Party credit identification programs and FMS, to complete assigned work.
Work will require the ability to utilize both customer information and billing data to exercise independent judgement within established policy framework to resolve problems, follow up to solve complex problems within established parameters and identify and recommend responses to new and unusual circumstances.
Completed work is evaluated periodically for effectiveness in meeting policies and established guidelines.
Regular contact within other workgroups may be required to coordinate effective solutions.
May be required to work a flexible schedule and/or extended hours in emergency situations to provide continuous customer service.
Works within a customer billing database to research account activities, actions and activities.
Solves routine problems within established parameters and identifies and recommends responses to new and unusual circumstances.
Employs analytical skills to review account activities, determine root causes and provide solutions to customers.
Completes all necessary actions to resolve the customer's need, including but not limited to:
updating systems or applications, outage reporting and status updates, creating cases, and/or escalating cases to other groups or individuals.
Prepares, composes, and disseminates business correspondence to customers.
Operates standard office equipment and uses required software.
Ensures compliance with audit and regulatory procedures and adherence to compliance guidelines.
Handles simple customer escalations and dispute cases.
Performs other job-related duties as assigned within the job scope or subordinate positions within the job series.
Qualifications OPEN REQUIREMENTS:
Must have a five (5) year combination of education, training, and/or experience in a full-time customer service position of which one (1) year must be in a high-volume contact center.
A high school diploma or equivalent is required.
An Associate's degree is preferred.
Dependent upon assignment, specialized recruitment may require bilingual English/Spanish proficiency.
Primary Location:
US-FL-Jacksonville Work Locations:
21 W Church Street 21 W Church Street Jacksonville 32202 Job:
Customer Service Job Posting:
Jun 14, 2023, 4:
37:
51 PM Closing Date:
Jun 29, 2023, 10:
59:
00 PM.
Estimated Salary: $20 to $28 per hour based on qualifications.
$49.
3K - $62.
4K a year Estimated:
$49.
3K - $62.
4K a year 4 days ago 4 days ago 4 days ago Customer Advisor II - (12542) VETERANS' PREFERENCE:
Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.
Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.
Veterans' Preference documentation requirements are available by visiting the following link (http:
//www.
dms.
myflorida.
com/content/download/97612/566545).
All documentation is due by the close of the vacancy announcement.
Under general supervision responds to a broad array of customer inquiries, billing support services and credit and collection activities.
Work requires an intermediate knowledge of JEA's residential and commercial customer and billing policies to include customer programs, offerings, rates, billing methodology and credit programs and policies.
Work will require the ability to successfully utilize JEA's customer and billing programs which include, but are not limited to CC&B (Customer Care & Billing), MDMS (Meter Data Management System), 3rd Party credit identification programs and FMS, to complete assigned work.
Work will require the ability to utilize both customer information and billing data to exercise independent judgement within established policy framework to resolve problems, follow up to solve complex problems within established parameters and identify and recommend responses to new and unusual circumstances.
Completed work is evaluated periodically for effectiveness in meeting policies and established guidelines.
Regular contact within other workgroups may be required to coordinate effective solutions.
May be required to work a flexible schedule and/or extended hours in emergency situations to provide continuous customer service.
Works within a customer billing database to research account activities, actions and activities.
Solves routine problems within established parameters and identifies and recommends responses to new and unusual circumstances.
Employs analytical skills to review account activities, determine root causes and provide solutions to customers.
Completes all necessary actions to resolve the customer's need, including but not limited to:
updating systems or applications, outage reporting and status updates, creating cases, and/or escalating cases to other groups or individuals.
Prepares, composes, and disseminates business correspondence to customers.
Operates standard office equipment and uses required software.
Ensures compliance with audit and regulatory procedures and adherence to compliance guidelines.
Handles simple customer escalations and dispute cases.
Performs other job-related duties as assigned within the job scope or subordinate positions within the job series.
Qualifications OPEN REQUIREMENTS:
Must have a five (5) year combination of education, training, and/or experience in a full-time customer service position of which one (1) year must be in a high-volume contact center.
A high school diploma or equivalent is required.
An Associate's degree is preferred.
Dependent upon assignment, specialized recruitment may require bilingual English/Spanish proficiency.
Primary Location:
US-FL-Jacksonville Work Locations:
21 W Church Street 21 W Church Street Jacksonville 32202 Job:
Customer Service Job Posting:
Jun 14, 2023, 4:
37:
51 PM Closing Date:
Jun 29, 2023, 10:
59:
00 PM.
Estimated Salary: $20 to $28 per hour based on qualifications.
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