What are the responsibilities and job description for the Customer Service Specialist, Customer Service position at City of Alexandria, LA?
This classification performs customer service functions in maintaining, updating, and analyzing customer utility accounts and assisting with utility billing functions in the Customer Service Department for the City of Alexandria. Work is performed under the general supervision of the Customer Service Manager. Position is considered essential during emergencies and is required to work during storm-related events. Position is also subject to work overtime, including holidays and weekends.
Assists customers in person or by telephone with electric, gas and water utility services or with tax-related questions; explains procedures and fees/penalties per established policies and state/municipal regulations and ordinances; researches problems/complaints and resolves, or escalates complex issues to supervisor.
Researches and analyzes customer accounts; establishes payment arrangements within guidelines; collects on past due accounts and issues credit for overpayments; requests duplicate bills and delinquent notices as needed; enters data to update electronic records of customer information and account status; documents actions in account records; maintains manual departmental files.
Verifies charges for customer utility consumption by analyzing meter readings and exception reports; compares with past consumption patterns, account status and other known conditions to ensure accurate meter operation or the need for rereading or investigation of possible theft of utilities.
Processes service work orders for new service, cancellation and/or transfer of utilities; prepares related documentation; forwards to appropriate field personnel; generates service work orders for electric, gas and water meter maintenance, repair, replacement, reread and disconnection; prepares related documentation; forwards to appropriate field personnel; enters data from service work orders and rereads to update electronic records with customer charges, adjustments and account status; documents actions in account records; maintains and updates files, records and reports.
Performs internal customer service tasks, especially those related to billing inquiries, adjustments and meter maintenance.
In the absence of the lead billing employee, prepares billing register to generate utility service invoices including delinquent, duplicate and final bills; makes adjustments to inaccurate charges; processes invoices for mailing; prepares billing and usage reports; and determines billing cycles in compliance with established procedures.
May assist with greeting customers at counter or drive-through window, receiving and posting utility payments, balancing cash drawer and preparing deposits.
Performs other duties as may be required.
High School diploma or GED; some technical or college coursework in accounting, business or related field preferred; supplemented by one (1) year of experience in billing or bookkeeping work, or as a Customer Service Representative; or any equivalent combination of education, training, and experience.
Salary : $31,767 - $38,120
