Customer Service Representative

Customer Service Representative

Responsible for performing a variety of intermediate skilled clerical and public contact work establishing and maintaining customer utility accounts. An employee in this class is primarily responsible for assisting customers using established guidelines and procedures. Work also involves posting new and maintaining existing customer account data and verification of accuracy in posted items. Work involves coordination with other departments within the City and public contact functions which requires considerable tack and courtesy. Employee also performs occasional general office work such as filing, operating copying machines and computer terminals, and answering the telephone. Work is performed according to standard procedures, but the employee is expected to use some initiative and independent judgment in accomplishing assigned objectives. Work is performed under limited supervision of the Billing Supervisor and is evaluated through observation and review of work completed.

ESSENTIAL JOB FUNCTIONS

• Establishes new and maintains existing customer accounts.
• Receives telephone calls, walk-in and online requests from customers.
• Assists customers, in person and by phone, with account maintenance, billing/payment questions, and complaints.
• Collects customer payments.
• Receives and processes returned mail.
• Verifies accuracy and completeness of customer account and database.
• Utilizes computerized data entry program to enter, update, store and/or retrieve information as requested or otherwise necessary.
• Works with the Finance department to update accounts with accounting errors and send out corrected customer statements.
• Processes batches for finance (Mini Golf, Misc. Deposits, Farmer’s Markets, etc.) with supplied information and accounting information.
• Maintains a cash drawer and maintain correct balance throughout the day.
• Processes new service, transfer and disconnect applications received online and in person.
• Sets up new accounts for taps and sends information to billing.
• Updates and verifies ACH information for new and existing accounts.
• Trouble shoots leak issues with city software and assists customers with needed forms.
• Establishes and maintains a variety of electronic and tangible files, filing and retrieving information as requested or otherwise necessary.
• Assists other departments as necessary.
• Process the posting of various customer requests or work orders into the accounting software.
• Handles a high volume of customer calls regarding all aspects of utility accounts.
• Processes collection of past due accounts.
• Establishes customer payment plans using sound judgement and review of customer’s payment history.
• Verifies all required documents to establish new service or transfer existing service.
• Maintains discretion in dealing with confidential information.
• Researches and problem solves issues with customer’s account with minimal supervision.
• Coordinates customer account processes with other departments and outside organizations in a team environment.
• Performs other related job duties as assigned.

Customer Service Representative I – Grade 9 - $ 37,211.58 - $ 39,072.15

Education and Experience:

High School Diploma or a GED Equivalent and a minimum of 0-2 years of customer service experience or collections experience; and/or any equivalent combination of training and experience required to perform the essential position functions. Experience in a high-volume customer setting preferred.

Customer Service Representative II – Grade 10 - $ 39,072.15 - $ 49,269.23

Education and Experience:

3 years of municipal utility customer service experience, minimum of 24 hours of continuing education/training in customer service or business functions in the last 3 years, and an Associate of Arts degree from an accredited college or university; or 5 years of municipal utility customer service and 24 hours continuing education/training in customer service or business functions in the last 3 years. Semester hours completed in the last 3 years towards completion of a degree will count as continuing education/training hours.

Customer Service Representative III – Grade 11 - $ 41,025.76 - $ 51,732.69

Education and Experience:

Seven (7) years of municipal utility customer service experience, minimum of 32 hours continuing education/training in customer service or business functions in the last 4 years, and a Bachelor’s degree from an accredited college or university; or 10 years of municipal utility customer service experience. Semester hours in the last 4 years towards completion of a degree will count as continuing education hours.

Knowledge, Skills and Abilities:

• Knowledge of office accounting methods and procedures.
• Knowledge of modern office practices and of forms and machines used in the preparation of office records.
• Ability to use common office machines, including popular computer-driven word processing, database, spreadsheet and file maintenance programs.
• Ability to exercise attention to detail in performing assigned tasks. Ability to maintain effective files, records and reports.
• Ability to compute figures rapidly and accurately
• Ability to deal tactfully and courteously with the general public in explaining policies and procedures.
• Ability to establish and maintain effective working relationships as necessitated by work assignments.
• Ability to understand and follow oral and written directions.
• Ability to use the tools and concepts of the specialty area in which the employee works. Includes using appropriate processes, procedures, resources, and work or professional standards.
• Ability to work with people, develop and maintain work relationships, communicate, manage conflict, and perform as an effective team member.
• Ability to think, learn and process information.
• Ability to solve problems and gather necessary information. Includes having math and reading skills appropriate to job level.
• Ability to identify customers, determine the valid needs of a situation, and provide service or service recovery in a manner that satisfies the customer.

PHYSICAL DEMANDS

Work in this classification is defined as light work requiring the physical exertion of up to 10 pounds of force occasionally and a negligible amount of force constantly to move objects. Physical demands require climbing, crouching, crawling, standing, walking and lifting. Vocal communication is required for responding to inquiries, 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 extensive reading, to prepare and analyze written or computer data, determine the accuracy and thoroughness of work, and observe general surroundings and activities.

WORK ENVIRONMENT

Work is primarily performed in an office with a controlled environment without exposure to harmful conditions. Position is subject to meetings outside the normal 8-hour day environment and may include travel to facilities, working after hours and on weekends without additional compensation.