Customer Service Representative

Description

This position is open until filled. Applications are being reviewed as they are received.

This is responsible customer service work in utility consumption, billing, and collections for the City. Work involves responding to customers questions regarding usage or charges; initiating the start up or termination of services; handling delinquent and bad check accounts.

SUPERVISION

Work is performed under the general direction of the Accounting Supervisor. Additional guidance is provided through personnel policies, procedures manuals and ordinances. Work is reviewed for accuracy and adherence to policies and procedure.

ESSENTIAL FUNCTIONS OF WORK

(May not include all duties performed.)

Responds to questions from customers by phone or in person about usage or charges and questions regarding administrative policies and internal procedures.

Responds to requests for new services or transfer of services; writes new orders; collects deposits; enters deposits on the computer; Updates customer services and maintains the customer accounts with correct information; changes meter numbers and enters readings when meter replacement is necessary.

Contacts customers that write non sufficient fund checks; initiates service orders on customers moving out or to other homes; refunds deposit or applies deposit to final customer account; responds to concerns regarding errors in reading meters; sends staff out to verify a reading; makes corrections due to over reads on meters.

Assists with billing procedures; reviews reports from the utility billing system; posts readings and creates charges in preparation of billing; enters essential information to the billing system to maintain files; reads and verifies accuracy of accounts as needed.

Handles accounts that are past due; mails past due notices each month with turn off date; makes arrangements for payment with customers that respond to the notice; makes referrals to agencies that may be able to help; orders termination of service if customer has not responded or paid by the shut-off date.

Prepares accounts that need to be sent to collection agencies, lawyers, local, state, or federal agencies; completes paper work and prepares documentation.

Handles bankruptcy accounts; sends cut-off letters; orders final reading.

Attends education and training seminars, conferences, and meetings as required.

Maintains a working relationship with all departments, meter readers, outside agencies such as HEAP, Welfare, Veterans, Salvation Army, other governmental agencies, and the general public.

Maintains records and prepares clear and concise reports as needed.

Performs other related duties as assigned.

MINIMUM REQUIREMENTS OF WORK

Possession of a high school diploma or its equivalent and two (2) years of customer service and bookkeeping experience, or experience in a public utility facility or any equivalent combination of training and experience which provides the following knowledge, abilities, and skills:

Knowledge of the principles and practices of customer service.

Knowledge of bookkeeping and clerical accounting.

Knowledge of utility legislation.

Knowledge of collection techniques and methods.

Some knowledge of Federal bankruptcy laws.

Proficient in computer operating systems and software applications.

Ability to utilize standard office equipment.

Ability to deal with the public in a professional, tactful, and courteous manner.

Ability to operate standard office equipment.

Ability to collect money, make mathematical calculations, maintain records and prepare clear and concise written reports, when requested.

Ability to establish and maintain an effective working relationship with the public, employees, other departments, other governmental agencies, lawyers and others.

Ability to communicate effectively both orally and in writing with other employees, clients, outside organizations, and others.

HEALTH BENEFITS
Employees pay 15% of the monthly medical insurance premium through United Healthcare which includes prescription coverage. Employee, Employee plus child(ren), Employee plus spouse and family coverage is available. However, a spouse who has affordable health care coverage through their employer must elect that coverage as primary. The City health care plan is a high deductible healthcare plan.

HEALTH SAVINGS ACCOUNT
Annually, the City will deposit 85% of your health insurance deductible amount into an HSA account in your name.

VISION AND DENTAL
The City pays 100% of the premium for dental and vision. Coverage levels will be explained in further detail at time of hire.

LIFE INSURANCE
The City pays 100% of the premium on a $100,000 life insurance policy for employee and $10,000 for spouse and $5,000 for child.

RETIREMENT PENSION
The City contributes 14% monthly toward retirement benefits offered through the Ohio Public Employee Retirement System. The employee pension payment share is 10% of gross salary.

VACATION
New employees accrue two weeks of paid vacation every year. Vacation time increases with length of service time.

PERSONAL LEAVE
Employees receive 6 prorated days of personal leave annually.