Customer Service Representative

JOB SUMMARY:

Provide heavy clerical and mathematical support in many facets of overall customer service operations in a busy office environment with cross training in other areas as assigned. Process payments and assist customers in a busy office environment. This position will report directly to the Supervisor and Department Manager.

ESSENTIAL JOB FUNCTIONS:

1. Provide exceptional customer service.
2. Respond quickly to heavy phone calls.
3. Respond quickly to internal and external issues and inquiries. 
4. Handle difficult customers sometimes in very tense and difficult situations on the phone and in person.
5. Document all phone calls taken or made by entering information into Contact Management.
6. Process payments from multiple sources.
7. Use cash register for each utility and non-utility transactions.
8. Handle large sums of cash/check/money orders.
9. Make change, be able to count change back to customers.
10. Balance cash drawer to edit report of daily receipts for daily end of business deposit.
11. Prepare customer service request cards for disconnects, transfers, additional service and reconnects submitted in person, over the phone and online.
12. Research customer accounts for details in answering any inquiries.
13. Issue and close work orders for field crew.
14. Be familiar with all water business office terminology for a faster response time in resolving issues.
15. Be familiar with all fees associated with the Water Business Office. 
16. Be familiar with the meter reading and billing process to allow to have knowledge in answering customer inquiries.
17. Calculate and determine balances needed to avoid termination of services.
18. Use Sensus Analytics to get the readings for meters and MXU.
19. Process, transfer, and post payments from mail and lock boxes.
20. Assist with maintaining business plan data.
21. Scanning payments through check scanner.
22. Upload payments received into billing software to apply to accounts, post payments, track payments received and posted for business plan.
23. Sort incoming mail and send to proper department.
24. Process adjustments for wrong amounts or NSF items from Fidelity.
25. Review completed work order information to assist customers that are concerned about high usage.
26. Explain meter functions, meter reading system, billing processes and payment history to customers. 
27. Review consumption no customer report to find inactive accounts using water.
28. Review DNR report and issue work orders for Utility Account Servicer to verify if meter is DNR.
29. Monitor monthly schedule calendar for weekly meter reading, billing, and delinquent disconnects.
30. Process return mail such as checks not signed, and checks made out wrong by noting account and mailing back to customer for correction.
31. Give extensions based on established criteria.
32. Process incoming mail that cannot be processed through the mail remittance machine.
33. Participate in the rotation of processing mail through the mail remittance machine and sending the Check 21 payment file to the bank daily.
34. Balance payments received through the kiosk.
35. Communicate with Field Crew by use of a 2-Way radio system.
36. Perform other duties as assigned.

OTHER JOB FUNCTIONS:

1. Lock lobby and back doors at closing time.
2. Assist with keeping break room in order by turning off coffee pot at the end of the day and cleaning out the refrigerator quarterly.
3. Maintain a large volume of paperwork in an organized manner.
4. Assist with resolving kiosk issues. 
5. Shred checks from post office and lock boxes at the end of the day. 

SKILLS, KNOWLEDGE AND ABILITIES:

1. Must have excellent communication skills and strong customer service skills. 
2. Must have good people and strong customer service skills.
3. Must be able to work well and communicate with others and other departments.
4. Must be able to work cooperatively with coworkers and take direction.
5. Must be able to work in an office environment.
6. Must be able to multitask in performing other duties as assigned.
7. Must be able to interpret and solve problems and follow through with customer inquiries.
8. Must be able to gather needed information for customers in a professional and timely manner.
9. Must be able to learn and explain all facets to the Utility Business office to educate customers of operations, organizational and departmental policies.
10. Must be able to work overtime when requested or required sometimes with short notice
11. Must be able to work in an extremely fast-paced office environment.
12. Must be able to understand written and verbal instructions.
13. Must be able to perform work accurately and quickly with frequent interruptions.
14. Must be able to monitor cash drawer to maintain proper amounts of all denominations of cash and coin.
15. Must report any out of balance situation to a supervisor.
16. Must be proficient with 10-key by touch.
17. Must have basic computer skills, keyboarding, Microsoft Outlook, Word and Excel.
18. Must have basic knowledge of using a copier, fax, and printers.

MINIMUM EDUCATION, CERTIFICATION, AND EXPERIENCE REQUIREMENTS:

High school diploma or GED, plus one (1) to two (2) years of experience in a busy office or cash handling environment dealing with the public.  Previous experience working with a cash register in a heavy traffic environment and knowledge of basic accounting is helpful. Bilingual (Spanish/English) a plus. 

City of Tyler Policy:

It is the policy of the City to recruit, employ and to provide compensation, promotion, and other conditions of employment without regard to race, color, religion, sex, age, national origin, disability, genetic information or status as a Vietnam era or special disabled veteran, recently separated veteran, and other protected veteran.  The City affirms that employment decisions shall be made only on the basis of a person's ability to perform the essential functions of the job. This position does require presence in the office to perform the essential functions of the job. The City shall continually review its employment practices and personnel procedures and take positive steps to assure that equality of employment opportunity in the City of Tyler, Texas is a fact as well as an ideal.

The City of Tyler will accept two years of relevant experience in place of each year of college required in the job description. Four years of relevant experience will be considered in place of an Associate's Degree, and eight years of relevant experience will be considered in place of a Bachelor's Degree. Any experience required in the Minimum qualifications is in addition to years of experience substituted for a degree.

The City of Tyler supports a policy of a drug and alcohol free workplace.  All candidates are subject to pre-employment testing, which may include, but is not limited to, Drug and Alcohol Screenings, Work Fitness Evaluation, Criminal Background Check, and Consumer Report/Credit Check.

No person under eighteen (18) years of age will be employed in any regular full-time position.

Persons under eighteen (18) years of age may be employed in temporary or regular part-time positions, if they furnish the City with a minor's release (Form 2-2) and are approved by the City Manager.

No person under eighteen (18) years of age will be employed in any position requiring the operation of a City motorized vehicle.

This posting is subject to be removed at the discretion of the department providing the position.

Salary : $17