Customer Service Clerk

Job Title: Customer Service Clerk

Department: Water & Sewer

Reports To: Director of Water & Sewer

FLSA Status: Nonexempt

Summary:

Assists customers by receipting and processing payments of check and cash, handling inquiries, researching and responding to complaints. Generates or assists with monthly utility billing. Calculates and maintains manual bills for exception items. Interacts with utility technical staff to relay work orders and resolve problems. Tracks customer deposits and reconciles accounts.

Key Responsibilities:

• Assists customers with utility payments and inquiries, both in person and on the telephone.
• Answers telephone and responds to inquiries or directs calls to the correct personnel.
• Receipts payments, applies payment to customer account and makes change accurately.
• Prepare and print billing twice a month.
• Drafting for billing.
• Prepare and print late charges twice a month.
• Sign up new customers, accepts deposits, change services and other customer information as requested.
• File and scan all documents involved with Cut-in and Cut-offs, as well as all service orders
• Set-up new deposits
• Maintains required documentation and administers accounts based on City Ordinances and Internal Policy.
• Maintain integrity of systems database and assists with computer corrections and updates.
• Cross-trains to ensure adequate coverage within the department.
• Interacts with municipal and local officials, and general public.
• Process credit card payments.
• Scan all applications to system.
• Respond to customer e-mails.
• Troubleshoot office equipment
• Create and keep up with hydrant accounts
• Assist with customer adjustments due to leaks.
• May be asked to attend city meetings and training seminars to represent the Water Department.
• Other duties as assigned by the Department Director and Manager.

Supervisor Responsibilities:

None.

Qualifications and Skills:

• To perform this job successfully, an individual must be able to perform Key Responsibilities satisfactorily. The requirements listed below are representative of the knowledge skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION AND EXPERIENCE:

High School Diploma or GED required. Associates Degree or equivalent from a two-year college or technical school preferred.

Strong computer and customer service skills.

Experience working in a high-volume team environment.

LANGUAGE SKILLS

Strong oral and written communication skills and ability to work well with the public. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers and employees of the organization.

MATHEMATICAL SKILLS:

Ability to handle large amounts of cash and make change accurately. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exist. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

WORK ENVIRONMENT

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

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. Ability to lift up to 20 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.