Customer Service Representative / Receptionist

Lancaster County Water & Sewer District

Job Description

Job Title: Customer Service Representative / Receptionist

Department: Office

Reports To: Office Manager and Assistant Office Manager

FLSA Status: Non-Exempt

Prepared Date: February 15, 2022

Pay Grade: 2

SUMMARY

Investigates and assists customers with request about service and billing by performing the duties below. Answers phone calls related to customer service. Creates work orders for Route Technicians to perform cut-ons, cut-offs, re-reads, etc. Collects payments associated with bills, applications, and other fees. Operates multiline phone system to answer incoming calls and directs callers to appropriate personnel. Engages in courteous and accurate communication with customers and visitors either in person or by phone.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Note: A primary customer service duty is notated with (CS), primary receptionist duty (R) and duties for both (B). These jobs are listed in tandem because regardless of the primary duty, employees in both categories may be asked to cross-train between both duties.

Retrieves messages from voicemail and forwards to appropriate personnel. (CS)

• Answers incoming phone calls, determines purpose of call and forwards to appropriate personnel or department. (R)
• Takes and delivers messages or transfers calls to voicemail when appropriate personnel are unavailable. (R)
• Answers questions about organization and provides callers with address, directions, and other information. (B)
• Greets on-site visitors, determines nature of business, and announces visitors to appropriate personnel. (R)
• Monitors visitor access. (R)
• Receives, sorts, and routes customer service mail. (R)
• Maintains fax machine by sending, retrieving, and routing incoming customer service faxes. (R)
• Accepts package deliveries. (R)
• Performs other clerical duties as necessary. (B)
• Communicates with customers by phone or in-person and receives orders for installation, turn on, discontinuance, or change in service. (CS)
• Assists customers with requests and/or concerns regarding billing and other account related subjects. (B)
• Examines records such as bills, print outs, meter readings, and related paperwork to assist the customer and/or District personnel with information regarding customer requests and/or situations. (CS)
• Assists customers with completing applications / service contracts. (R)
• Determines charges for service requested, collects deposits, prepares change of address records and issues discontinuance orders. (CS)
• Notifies customer and designated personnel of findings, adjustments, and recommendations such as credit of customer’s account or billing adjustment. (CS)
• Makes recommendations for improvements in efficiencies with service, billing methods, procedures, etc. to Office Manager. (B)
• Follows up on customer complaints or concerns to ensure customer satisfaction. Directs customers to Office Management with any issues they cannot resolve. (CS)
• Performs data entry as required. (B)
• Adheres to all District policies and procedures. Participates in District programs such as safety reviews, training seminars, etc. (B)
• Communicates with District personnel by radio or phone about customer service issues. (CS)
• Job may require after hour and/or weekend work as required by Office Management. (B)
• Properly communicates with supervisory or managerial personnel to recommend changes to avoid re-occurring customer complaints. (CS)
• Accepts instruction, strives to meet the goals and objectives of the District. (B)
• Verifies and balances their individual cash collection drawer each day. Strives to maintain a balanced drawer and can provide reasoning if drawer does not balance. (CS)
• Maintains positive customer-focused relationships with co-workers, management, and customers. (B)
• Identifies issues or situations as they occur. Identifies alternative solutions to problems. Implements, with minimum error, decisions in accordance with all District procedures and policies including safety. Seeks management advice as needed and researches issues, situations and alternatives before exercising judgment. (B)

EDUCATION AND EXPERIENCE

High school diploma or GED equivalent is required. One year certificate from college or technical school; or 6 months of related experience and/or training; or the equivalent combination of education and related work experience may be considered.

COMPUTER SKILLS

To perform this job successfully, an individual should have the knowledge or have the ability to obtain knowledge of Logics and Sensus Database software; Internet browsers; Cityworks; Microsoft software including Excel, Word, Teams, and Outlook.

COMPENSATION

The employee shall be compensated on an hourly, 40-hour work week pay scale with overtime available for all approved hours over 40 in any one work week. Employee shall be paid biweekly (26 times per year).

Pay range is based on skills, education, experience, etc.