Customer Service Representative

General Purpose:

Performs routine and semi-complex clerical, administrative, customer service and data processing work as necessary to maintain accurate and accessible records for and servicing of utility service billing accounts, both active and inactive; proper accounting and posting of payments and billings; and maintaining positive community relations through the provision of excellent customer service.

SUPERVISION RECEIVED AND EXERCISED:

Receives direct supervision from the Utilities Supervisor and/or Utilities Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Utilizes computer and various software applications to service customer utility billing accounts, including posting payments, researching and reconciling customer accounts; generating and processing work orders to establish new services, transfer services, disconnect services for non‑payment, and assessment of fees and late charges.

Develops and maintains expertise in assigned areas of Utility Administration operations, including work processes, multiple software systems (Incode, Paymentus, Neptune, Watersmart, etc.), and general operations (payment processing, adjustments, reconciliation, etc.). Provides training as directed to newer colleagues to ensure consistent account servicing processes and aiding in effective cross-training for the department.

Processes payments and balances cash drawers; provides support for billing as needed.

Processes online requests for service and payments.

Professionally communicates with utility customers, other members of the public and internal colleagues via email, telephone and in person regarding all aspects of utility services. Ability to use effective customer service skills to defuse sometimes tense situations and develop rational solutions to resolve the same.

Accurately maintains accounts and posts updated information on computer.

Works closely with meter technicians and coordinates meter readings and rereading of meters when necessary, including where there appears to be inconsistency with past readings; Works closely with billing technicians to provide mutual support and resolution of account matters.

Answers telephone and customer inquiries; assists the public, other agencies and departments by providing information as needed.

Maintains and updates related department files.

Studies, standardizes, and recommends new or revisions to existing procedures to improve self-efficiency and efficiency of departmental operations.

Maintains and develops knowledge regarding federal, state and local laws of general and specific applicability to local government and utility administration operations, including interpreting City ordinances relating to utility services and offering suggested updates to City ordinances and utility administration processes when necessary.

Performs other essential duties as required to achieve successful operations of the department.

Routine and assigned special daily work must be completed before departing for the day; over-time may be required when necessary to maintain customer response times.

Employee must have the ability to work professionally with all fellow employees, customers and all other internal and external stakeholders and maintain a professional, approachable and open attitude at all times.

Regular and timely attendance (report to work on time, work scheduled hours, utilize leave responsibly ensuring sufficient coverage to maintain operations, etc.) is an essential job function.

PERIPHERAL DUTIES:

May serve as a member on other committees as assigned

Other Duties as assigned.

DESIRED MINIMUM QUALIFICATIONS:

High school diploma or GED equivalent;

Two (2) years experience in municipal utilities and/or office administration preferred with one (1) year experience in clerical or related area required;

Any equivalent combination of education and experience.

Ability to type 35 wpm.

SPECIAL REQUIREMENTS:

Valid State Driver's License, or ability to obtain one prior to employment.

Requires little physical effort; prolonged sitting and viewing of screen.

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge in the area of utilities administration to include posting, billing and cash handling procedures;

Knowledge of computers and data entry;

Skills and ability to use 10‑key calculator by touch with accuracy, must have mathematical aptitude;

Ability to handle money with accuracy and balance cash drawers;

Ability to set priorities, make independent judgments, and perform several duties at once;

Ability to maintain effective working relationships with coworkers, other departments, customers and other members of the public;

Ability to maintain perspective and maintain a sense of humor.

SELECTION GUIDELINES:

Formal applications, rating of education and experience; oral interview and reference check; job related tests may be required.

TOOLS AND EQUIPMENT USED:

Personal computer, including spreadsheet, word processing, and presentation software; central financial computer system; telephone; 10 key calculator; typewriter; fax and copy machine.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision ability required by this job includes close vision and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderately quiet.

The employee must have the ability to work well with others and have a good/pleasant attitude.