Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE - PAYMENTS

GENERAL DEFINITION AND CONDITIONS OF WORK:

Performs intermediate clerical and intermediate administrative work involving the collection of funds for utility bills, deposit, fees and other revenues; does related work as required. Work is performed under the regular supervision of the Billing Manager Assistant.

ESSENTIAL FUNCTIONS/TYPICAL TASKS:

Maintaining records and files; receiving, validating, receipting and recording monies collected; assisting customers with service requests and complaints.

Prepares financial and statistical reports and maintains files as required;

Receives payments for utility bills, deposits and other payments and issues receipts;

Receives and processes mail payments;

Prepares service orders for field crews regarding utility action;

Processes customer service applications for new accounts and/or transfer or closing of accounts;

Participates in in-house collection processes for utility deposits, guarantor balances, balances due from property owners and returned checks;

Participates in utility nonpayment disconnections;

Maintains receipt files;

Answers incoming calls, assists customers with service request and complaints;

Maintains payment extension forms, prepares data for collection agency;

Prepares bank deposits;

Balances cash drawer against receipts and maintains records of all deposits;

Collection and mailing of privilege licenses;

Responds to inquiries made by the general public who uses the City services;

Maintains service application, service work orders, and miscellaneous office files;

Assists the director with other collections and billing processes;

Performs related tasks as required.

KNOWLEDGE, SKILLS AND ABILITIES:

Working knowledge of the City policies, rules, and regulations regarding utility billing and maintenance; skill in the use of standard office and billing equipment including a personal computer, calculator, typewriter, and other related office equipment; working knowledge of standard operating practices involved in modern office operation and serving the public. Must have the ability to deal with the public in a tactful and effective manner; create and maintain accurate records, reports, and files in support of a customer oriented operation; to perform arithmetic computations with speed and accuracy; to type accurately at a reasonable rate of speed; to communicate effectively in oral and in written form; to establish and maintain an effective working relationship with supervisors, employees, and the general public; and follow oral and written instructions and procedures.

PHYSICAL REQUIREMENTS:

This is sedentary work requiring the exertion of up to 20 pounds of force occasionally, and/or 10 pounds of force frequently and a negligible amount of force frequently or constantly to move objects; work requires standing, walking, fingering, grasping, and repetitive motions; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; visual acuity is required for preparing and analyzing written or computer data, operation of machines, determining the accuracy and thoroughness of work, and observing general surroundings and activities; the worker is not subject to adverse environmental conditions.

EDUCATION AND EXPERIENCE:

Graduation from high school and some work experience in an office environment with public contact and cashiering duties; or an equivalent combination of education and experience.