Customer Service Representative I (Part-Time/Without Benefits), (B254115-5), 202, Utility Billing

Part-time Position without Benefits

Provides customer service to walk-in customers, online customer, and call center customers; assists with resolving customer issues; relays messages between departments as needed. 

ESSENTIAL DUTIES & RESPONSIBILITIES

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Serves as the initial point of contact to receive and address customer concerns, questions, or complaints. Answers calls, responds to emails, and communicates in person with customers and guests; provides general information and/or forwards inquiry to the proper employee or department as appropriate. 
• Creates, enters, and maintains records and customer account information in database.
• Processes payments.
• Will be required to drive a City vehicle for City business use.
• Performs other duties as assigned.

• Provides customers with information regarding their water utility bill in relation to charges for water, sewer, and garbage services based on usage and calculation for consumption and rates.
• Answers, screens, and routes department telephone calls to appropriate destination; greets and replies to customers in person, by telephone, online or email regarding account or billing inquires. 
• Processes payment plans for those accounts with hardship cases and high bill amounts due to illegal water usage, water leaks, and broken services.
• Assists customers with high bills by instructing them on how to check for water leaks on their property and also provides information on how to conserve water.
• Sends emails to corresponding departments and divisions requesting approval status on cost statements, fire hydrant meter requests, building and irrigation permits, and plats.
• Opens new customer accounts for initial services, transfer of services, fire hydrant meters, irrigation meters, temporary construction meters, subdivision meters, and terminates accounts.
• Responsible for preparing Daily Cash Count sheet, balancing daily collections with account transactions, preparing deposit and sending it to the bank in order to account for those monetary transactions.
• Initiates process for utility bills to be generated and produced in accordance to their billing cycle.
• Prepares work orders to have meters checked for correct reading; completes and processes work order for initial readings, final readings, meter sets, location of services, and high bills and determines corrective action to be taken on account.
• Calculates adjustments to credit or debit accounts with leaks, incorrect readings, consumption without an active account, or unexplained consumption. 
• Checks and verifies utility refund checks processed by the Accounts Payable division.
• Assists customers with any complaints regarding their services and assists irate customers.
• Assists customers with information or complaints on account balances, due dates, and cut off dates by phone, in person, online, email, or mail.
• Types letters, memos, notices, lists and other material that is required. 
• Sorts and files correspondence and other related materials; prepares and maintains various reports and documents as required.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• Knowledge of City ordinances, protocols, and policies.
• Knowledge of City services and departments.
• Knowledge of basic arithmetic.
• Knowledge of modern office procedures and methods including computers and applicable software, such as Microsoft Office, AS400, or CISCO Finesse. 
• Knowledge of English grammar, spelling, and punctuation.

Skills and Abilities:

• Skill in planning, organization, and time management. 
• Skill in performing a variety of duties, often changing from one task to another of a different nature.
• Skill in critical thinking and logical reasoning.
• Skill in customer service delivery.
• Ability to build and maintain effective working relationships with others.
• Ability to communicate clearly and effectively both orally and in writing in English and Spanish languages.
• Ability to maintain good planning and organizational skills.
• Ability to take and follow directions from supervisor.
• Ability to give directions to and gain compliance from assigned staff.
• Ability to perform strenuous work and routine work.
• Ability to maintain a valid Texas Driver License and a good driving record.
• Ability to project a positive and professional image of the City of Laredo.
• Ability to comply with all City of Laredo's policies and procedures.
• Ability to maintain good health and physical condition sufficient to permit the full performance of the duties of this position.

WORK ENVIRONMENT/CONDITIONS AND PHYSICAL DEMANDS

Physical Effort Requirements Position will have the following exposures

• Office or similar indoor environment, relatively free from unpleasant environmental conditions or hazards.
• Occasional exposure to unpleasant environmental conditions and/or hazards.        Occasional outside work.
• Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Exerting up to 35 pounds of force occasionally, up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly having to move objects.

Work Environment Locations Position will require the employee to work in the following types of work environments
 
 Never

• Street environment (near moving traffic)
• Construction site
• Confined space 

Seldom

• Vehicles
• Warehouse environment

Sometimes

• Outdoor environment

Often

• Office or similar indoor environment

Exposures Position will require the employee to be exposed to the following environmental elements

Never

• Extreme cold (below 32 degrees)
• Extreme heat (above 100 degrees)
• Communicable diseases
• Moving mechanical parts
• Fumes or airborne particles
• Toxic or caustic chemicals or substances

Seldom

• Individuals with known violent backgrounds

Frequently

• Loud noises (85 decibels such as heavy trucks, jack hammers, construction)
• Other: (Specify: Loud noises from LED Televisions at City Hall Annex Utilities)

Often

• Individuals who are hostile or irate

Travel Position will require the employee to travel

Never:

• National travel
• International travel

Seldom:

• Local travel
• Regional travel

Required Education and Experience

• High School diploma or G.E.D. equivalency
• At least one (1) year of experience in customer service, clerical, or administrative support which includes one (1) year of cash handling experience.  

Required Licenses or Certifications

City of Laredo is an Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer. We welcome differences in the form of gender, race, ethnicity, disability, geography, socioeconomic status, age, politics, religion, philosophy, sexual orientation, or gender identity. All applicants who share this goal are encouraged to apply. Must be able to function in a principle-based organization that has a culture built on character and core values.

Salary : $15