What are the responsibilities and job description for the Customer Service Representative position at City of Rock Island?
Description
Work involves responsibility for performing fiscal work requiring the application of basic bookkeeping principles and practices to the maintenance of utility customer and other records, and in the verification of reports. An employee of this class is also assigned to customer relations work involving considerable public contact. However, other duties of a general office nature are also performed and require operation of standard office machines, including a computer workstation. Work is coordinated and performed under the general direction of the Collections Manager and is reviewed for adherence to policies and procedures.
Examples of Duties
Receives applications for utility service or changes in services; explains billing practices to customers and applicants; receives utility payments; receives customer inquiries and complaints; prepares service orders for verification of meter readings, resolving high consumption complaints, changes in services, and turnoffs and turnons; prepares delinquent accounts for follow up; prepares final billings and utility account adjustments.
Accepts payments for utility bills, licenses, building permits, and other obligations; verifies payments against bills or invoices, sorts, opens, and balances payments received through the mail; posts and balances daily receipts.
Resolves customer problems and complaints through research of account consumption and payment history; negotiates and approves deferred payment plans.
Accepts applications for parking permits; explains parking regulations; responds to customer inquiries and complaints; maintains master files.
Answers incoming calls for City departments and offices; responds to general inquiries and refers others to appropriate departments.
Provides effective and efficient customer services and promotes and maintains responsive community relations.
Performs related duties as assigned.
Typical Qualifications
Graduation from high school (or GED), including or supplemented by courses in bookkeeping and modern office practices; experience in clerical work involving public contact; or any equivalent combination of training and experience that provides the following knowledge, abilities and skills:
Knowledge of basic bookkeeping principles and procedures.
Knowledge of modern office management practices, procedures, and equipment.
Ability to maintain financial records, and to prepare clerical and routine financial reports.
Ability to perform arithmetic calculations quickly and accurately.
Ability to deal tactfully and effectively with customers and the general public and to convey concise and accurate information.
Ability to establish and maintain effective working relationships with other employees.
Skill in the operation of devices using alphanumeric keyboards to provide effective and efficient customer service.
Supplemental Information
Employees hired after June 11, 1991, must live in Illinois or Iowa. For residency purposes only, all employees must report within 60 minutes after being called into work for an overtime assignment.
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.
Work is performed mostly in an office setting. Hand eye coordination is necessary to operate computers and various pieces of office equipment.
While performing the duties of this job, the employee is frequently required to walk, sit, talk and hear; use hands to finger, handle or feel objects, tools or controls; and reach with hands and arms. The employee is occasionally required to lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus.
Work involves responsibility for performing fiscal work requiring the application of basic bookkeeping principles and practices to the maintenance of utility customer and other records, and in the verification of reports. An employee of this class is also assigned to customer relations work involving considerable public contact. However, other duties of a general office nature are also performed and require operation of standard office machines, including a computer workstation. Work is coordinated and performed under the general direction of the Collections Manager and is reviewed for adherence to policies and procedures.
Examples of Duties
Receives applications for utility service or changes in services; explains billing practices to customers and applicants; receives utility payments; receives customer inquiries and complaints; prepares service orders for verification of meter readings, resolving high consumption complaints, changes in services, and turnoffs and turnons; prepares delinquent accounts for follow up; prepares final billings and utility account adjustments.
Accepts payments for utility bills, licenses, building permits, and other obligations; verifies payments against bills or invoices, sorts, opens, and balances payments received through the mail; posts and balances daily receipts.
Resolves customer problems and complaints through research of account consumption and payment history; negotiates and approves deferred payment plans.
Accepts applications for parking permits; explains parking regulations; responds to customer inquiries and complaints; maintains master files.
Answers incoming calls for City departments and offices; responds to general inquiries and refers others to appropriate departments.
Provides effective and efficient customer services and promotes and maintains responsive community relations.
Performs related duties as assigned.
Typical Qualifications
Graduation from high school (or GED), including or supplemented by courses in bookkeeping and modern office practices; experience in clerical work involving public contact; or any equivalent combination of training and experience that provides the following knowledge, abilities and skills:
Knowledge of basic bookkeeping principles and procedures.
Knowledge of modern office management practices, procedures, and equipment.
Ability to maintain financial records, and to prepare clerical and routine financial reports.
Ability to perform arithmetic calculations quickly and accurately.
Ability to deal tactfully and effectively with customers and the general public and to convey concise and accurate information.
Ability to establish and maintain effective working relationships with other employees.
Skill in the operation of devices using alphanumeric keyboards to provide effective and efficient customer service.
Supplemental Information
Employees hired after June 11, 1991, must live in Illinois or Iowa. For residency purposes only, all employees must report within 60 minutes after being called into work for an overtime assignment.
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.
Work is performed mostly in an office setting. Hand eye coordination is necessary to operate computers and various pieces of office equipment.
While performing the duties of this job, the employee is frequently required to walk, sit, talk and hear; use hands to finger, handle or feel objects, tools or controls; and reach with hands and arms. The employee is occasionally required to lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus.
