Customer Service Representative

Do you have excellent people skills, love solving problems, and want to be an integral part of serving the growing community of Alabaster? If so, we have an amazing opportunity for the position of Customer Service Representative. This role interacts with customers in-person, electronically, and over the phone to provide excellent customer service while accepting payments, establishing new accounts, explaining bills, and troubleshooting water related concerns. This is a rare opportunity to establish and grow a career with a long running, stable organization.

Benefits:

• Competitive Benefits Package:

  • Health and Dental Insurance (Employee Covered 100% and Family Covered at 90%)
  • Vision Insurance (Covered 100% for Employee and Family)
  • Defined Benefit Plan through the Retirement System of Alabama
  • 12 Vacation Days (Pro-Rated Based on Hiring Date)
  • 2 Floating Holidays (Pro-Rated Based on Hiring Date)
  • 11 Paid Holidays
  • 12 Sick Days (Accrues 3.69 hours per pay date)
  • Annual Incentive Bonus
  • Employer Provided Long-Term Disability
  • Employer Provided Life Insurance
  • Employee Assistance Program
  • Voluntary 457b Deferred Compensation Plans through RSA-1 and Empower
  • Voluntary Supplemental Insurance through AFLAC

Work involves working with the public to explain utility services, procedures, and fees, and to address account inquiries and questions. Work involves receiving payments for a variety of utility transactions that require knowledge of department policies. Work involves receiving and recording financial transactions to the appropriate customer account and ensuring the proper collection and recording of all funds. Work involves the use of billing software and computer software programs to document payments, to assist with the collection of past due funds, and to issue work orders for necessary customer required assistance. Work is generally performed independently with assistance from a supervisor as needed for complex or unusual transactions. Work involves gathering customer information, evaluating the information, and correctly working through an inquiry to obtain an appropriate outcome. Work is fast paced and requires the ability to multi-task and handle stressful situations. Work is detail oriented and requires accuracy and efficiency. Work is reviewed upon completion for accuracy and adherence to policies. Work scheduled is M-F 7:30 am to 4:30 pm.

Supervisory Responsibility:

None

Reports To:

Customer Service Manager

Qualifications:

• High School Diploma or equivalent
• Proficiency related to computer software including Microsoft Word, Excel, Outlook, and web based programs
• A minimum of one year of cashiering, customer service, and/or clerical experience
• Ability to read and write English, with excellent verbal and written communication skills
• Valid driver's license
• Utility billing software experience preferred
• Data entry experience preferred
• Ability to provide excellent customer service

Essential Functions:

• Demonstrates strong commitment to excellent Customer Service and utilizes company provided Customer Service training daily
• Verifies and updates customer account information daily to maintain an accurate customer database
• Receives payments from various sources and accurately enters payments into the billing software
• Verifies that receipts match payments received and reconciles cash drawer daily
• Post daily transactions, prepare cash drawer report and bank deposit
• Answers customer questions regarding utility services available, billing cycle dates and deadlines, interruptions in service, high bill amounts, past due amounts, fees, rules, regulations and policies and assist customers with investigating high usage
• Troubleshoots account questions and communicates with customer to accurately resolve issues
• Troubleshoots online submissions and payments
• Seeks assistance from appropriate supervisors with complex, volatile or unfamiliar situations
• Provides excellent customer assistance to address customer questions over the telephone and in-person
• Enters new accounts and transfers of service into billing software and enters other required information into the billing software
• Receives customer comments and complaints, appropriately notes the customer's account, provides information and appropriate assistance to resolve concerns; and follows-ups to verify resolution to reported concerns
• Prepares service orders and provides appropriate details to assist field personnel with service order completion
• Provides customers with information concerning on-line payments, bank draft and ebills
• Notifies customers of returned checks
• Provides customers billing and payment history as requested
• Discusses billing, payment and usage history
• Provides other computer printouts and reports as required

Desirable Knowledge, Skills, and Abilities:

• Ability to work collaboratively to complete assigned tasks
• Knowledge of computer operation, data entry and data verification
• Knowledge of general office practices and procedures, including use of office equipment
• Ability to maintain a cash drawer and make appropriate change
• Ability to make accurate and rapid calculations, including adding, subtracting, multiplying and dividing
• Ability to multi-task and properly prioritize work assignments
• Ability to learn new information quickly and accurately
• Ability to adapt to work place changes
• Ability to work under pressure
• Ability to establish and maintain effective working relationships with other employees and the public
• Excellent communication and customer service skills required
• Bilingual English/Spanish

Marginal Functions:

Performs other job-related duties as required

The Alabaster Water Board (AWB) is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, genetics, disability, age, or veteran status. Those applicants requiring reasonable accommodation in the application and/or interview process should notify Human Resources.