Customer Service Representative I

Customer Service Representative I

Salary: $25.05 - $27.55 Hourly

Location: Boca Raton, FL

Job Type: Full-Time

Job Number: 04423

Department: Financial Services

Division: Customer Services 12/05301

Opening Date: 10/03/2025

Closing Date: 10/8/2025 11:59 PM Eastern

FLSA: Non-Exempt

Bargaining Unit: N

General Statement Of Job:

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:

• 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.
• Assist customers in establishing new service accounts, closing or transferring accounts.
• Prepare 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 the proper account.
• Performs a variety of filing and record-keeping duties associated with parking citations, alarm billing, utility billing, and collection activities.
• Research and correct errors in customer accounts.
• Collects money for new services, deposits, and other City Departments;
• Processes meter refunds through the 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 a letter to the offender.
• 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.
• 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
• Motor Vehicles Report (MVR) Check

The City of Boca Raton is an Equal 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 Service Accrual:

• 0 to 5 full years: 8 hours per month
• 5 to 10 full years: 10 hours per month
• 10 to 15 full years: 12 hours per month
• 15 full years and over: 14 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 Service Percentage: Less than 2 full years: 0%
• 2 to 5 full years: 10%
• 5 to 10 full years: 20%
• 10 full years or more: 30%
• 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 Service Benefit: 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