What are the responsibilities and job description for the Part-Time Customer Service Representative - Utilities Department position at CITY OF STARKVILLE?
GENERAL POSITION SUMMARY:
This is an administrative and clerical support position for the Utilities Department. This position serves as the first point of contact for customers and must promote a positive public image at all times. Work involves providing customer service to visitors by greeting, welcoming, and directing visitors appropriately. Responsible for answering incoming calls, directing calls to appropriate associates, and taking messages when necessary.
ESSENTIAL JOB FUNCTIONS:
- Supports the Customer Service Manager as a first line of contact when handling customer questions and/or issues.
- Provides assistance to the Customer Service Manager in all areas as needed.
- Answers inquiries and complaints from citizens and outside agencies. Explains State laws, City ordinances, policies and procedures.
- Trains and assists clerical personnel in performing their functions.
- Understands and can perform all functions in the division including, but not limited to, customer collections; preparation of cash sheets and bank deposits; customer billing; final bill refunds; preparation of payment extension agreements; preparation of lien and lien cancellation forms; collection of delinquent accounts; maintenance of billing and accounts receivable records; maintenance of subsidiary records supporting collections and payments for utility taxes, pro rata agreements, and impact fees.
- Assists with generating list of bad debts and coordinates bad debt write off with Enterprise Fund Accountant.
- Researches and transfers delinquent accounts to active customer accounts.
- Performs data entry; operates a computer for record keeping and document processing to input and retrieve data in support of Departmental operations; maintains records, files, survey data and management packages; compiles reports. Provides general information regarding Utilites functions. Responds if appropriate to correspondence.
- Communicates with the public, other City departments, elected officials, utilities, vendors, suppliers, media, delivery people, professionals, businesses, applicants, attorneys, Federal, State, and local law enforcement agencies, regulatory agencies, and others to give and receive information.
- Maintains safe and clean reception area.
- Requires regular and prompt attendance plus the ability to work well with others and work well as a team.
- Assists in any other duties assigned.
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of:
- standard office practices procedures and equipment.
- general utilities operations.
- computers and applicable software.
- filing systems.
Skills and Ability to:
- calculate and maintain accurate records; compile and prepare detailed reports.
- disseminate information in a timely and accurate manner.
- prioritize and organize work.
- Handle multiple tasks simultaneously with frequent interruptions.
- Communicate clearly and concisely orally and in writing.
- Use tact, initiative, prudence and independent judgment within general policy, procedural and legal guidelines.
- Follow Department and City policies and procedures operating with minimum supervision.
- Ability to interact with the public and provide information in a polite and efficient manner both in person and on the telephone.
- Ability to speak clearly and concisely on a telephone.
