Customer Service Representative - Utilities February 2025

The City of Lancaster is seeking qualified candidates for the position of Customer Service Representative for the Utilities Department.

Under general supervision, this position performs a wide variety of responsible clerical, account related and public contact work involved with the billing and accounting of daily receipts for five utilities. Responsibilities include receiving requests, complaints and inquiries from residential, commercial and industrial utility customers via telephone, e-mail, in person or through written correspondence. Establishes or discontinues utility service, makes changes in account status, provides information and referrals concerning utility programs, makes payment arrangements and takes appropriate action to resolve account disputes.

Essential Functions
Promotes positive customer service relations through daily interactions with customers via telephone, e-mail, mail and in person while demonstrating a positive attitude and work ethic.

Assists customers in completion of service applications, forms and discontinuing service; requests, verifies and or updates customer information for proper billing.

Counsels customers on available agency assistance and coordinates efforts with agencies for payment.

Assists customers who have received Notice of Disconnect, including granting service extensions within established guidelines.

Assists customers disconnected for delinquency with restoring services.

Resolves billing inquiries and advises customers who have questions or concerns regarding their utility bill.

Enters work orders for Field Service Representatives, Gas, Water and Waste Water Departments and acts as a liaison in resolving customer issues.

Accepts customer’s payment for utility services, fees and miscellaneous revenue, posts to customer accounts, reconciles cash drawer, prepares payment batches, reconciles payment batches and balances payment reports.

Prepares daily deposit for payments made through the department and satellite locations.

Performs financial transactions, including processing and transferring payments, adjusting charges, deposits, reversing payments and transferring past due balances, when applicable, from customer’s inactive account to their active account.

Redistributes credits, reviews meter readings, reviews exception reports, calculates penalties, reviews billing registers, processes monthly, final and corrected utility bills.

Processes meter slips and other service related changes.

Researches and notifies customers if usage exceeds what is normal and standard.

Prepares Owner notification letters upon tenant finalizing service.

Assists in the training of new Customer Service Representatives.

Assists other Customer Service Representatives when needed and assists with various support assignments or special projects.

Performs other duties as related to the essential functions.

Knowledge, Skills and Abilities

Ability to operate computer, typewriter, copy machine, fax machine, printer, calculator, two-way radio, shredder, inserter and electric letter opener.

Knowledge and proven experience with personal computer including word processing, spreadsheets and data base programs.

Ability to work safely.

Ability to listen and determine the needs of customers; ability to interpret and communicate accurate information concerning process, policies and procedures to customers; ability to respond calmly to irate and potentially verbally abusive customers in a tactful, friendly and professional manner regarding delinquent and non-delinquent accounts.

Ability to perform basic accounting and mathematical computations with a good degree of accuracy using 10-key calculator.

Ability to manage time, organize work, set priorities and meet critical deadlines with minimal direction.

Ability to multi-task and manage multiple priorities and projects.

Ability to make timely, sound decisions.

Ability to process paperwork effectively.

Knowledge of filing methods and records management techniques.

Ability to maintain confidentiality.

Ability to take charge and initiate actions.

Ability to develop and maintain cooperative working relationships with peers, subordinates and superiors.

Minimum Qualifications
Must possess High School diploma or equivalent; including supplemental courses in data processing and keyboarding.

A minimum of one (1) year to three (3) years of related experience in direct customer service and or a billing process, reception and cash handling.

Any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities will be considered.

Must possess and maintain a valid Ohio Driver’s License and be insurable through the city’s vehicle policy.

Must be able to successfully complete a pre-employment physical examination, drug test, criminal background check and driver license check.

Probationary period 270 days

The City of Lancaster is an Equal Opportunity Employer.