What are the responsibilities and job description for the Customer Care Representative position at Macon Water Authority?
Job Description
Job Description
Job Summaries
The Customer Care Representative is responsible for assisting customers in the business office and call center area with water, sewer, stormwater, and other services. The representative is also responsible for various back-office functions within customer service. This role performs clerical duties with knowledge of what is required at a proficient or comprehensive level. The summary and list of responsibilities are not all-encompassing, as other duties may be assigned to handle.
Responsibilities
Account Management :
Assist with quotes and applications for service(s) at existing or new locations
Assist with billing and payment matters such as arrangements, installment plans, balance inquiries, payment transactions, various fee charges, and adjustments, etcetera
Assist with service(s) requests such as establishing, transferring, close service accounts
Assist with processing various permit transactions
Process service interruptions, reconnections
Ability to explain activities such as rates, billing, credits, and appeals
Exercise active listening, critical thinking, troubleshooting, and problem-resolution skills
Follow up on work and customer contacts to ensure customers' needs are met while protecting the company's interests
Issue work orders regarding concerns, customer issues, or field work, with some follow-up actions.
Accurately balance a drawer at the end of day and processes daily deposits, if applicable.
Investigate and research returned invoices / mail.
Process phone, email, chat, mail, and in-office requests
Effectively troubleshoot and correctly resolve minor technical issues involving customer accounts.
Process portals, issues, alerts, and reminders accordingly
Greet people courteously
Respond to general information questions
Answer emergency inquiries, submit emergency work order requests
Effectively communicate and work closely with other departments
Assist in other areas as needed
Receptionist area :
Answer the telephone system determining the nature of the call, direct it to the appropriate individual or department, or handle the call.
Monitor floor cameras in the business office
Log and route deliveries timely and appropriately
Verify processed aperta files for accuracy
Mailroom area :
Pick up incoming mail from the post office, process outgoing mail using a postage machine and deliver it to the post office
Obtain and process payments / transactions from the night deposit bins
Efficiently and accurately distribute MWA mail to employees / departments ’ bins
Process mail payments using electronic scanning equipment and several application systems
Ability to verify all processes are completed correctly and correct any errors.
Cash Office area :
Process petty cash requests from MWA employees
Perform periodic audits on petty cash funds for compliance and accuracy.
Maintain cashier's change fund and prepares monthly accounting of fund drawer
Balance cashier's daily receipts
Prepare funds collected / received for daily bank deposits
Accounts for all cash and checks collected; resolves discrepancies before closing
Assist with training and resolving issues encountered by tellers
Bills miscellaneous fees as necessary while maintaining related files and reports
Process chargebacks and notify customers of possible service interruption
Address issues received from MWA staff related to customer payments
Assist with year-end closing
Communicate outages and other issues to management
Reconcile other payment methods with internal reporting
General Qualifications :
Strong verbal and written communication skills.
Strong critical thinking and troubleshooting skills
Must have the flexibility to work altered or extended hours.
Typing speed of 35 WPM
Strong computer skills
High School diploma or equivalent
A valid Georgia Driver's License with a clean driving record.
Level of Computer literacy generally accepted as intermediate.
Physical Requirements :
Frequent sitting
Occasional bending, stooping, crouching, climbing, or balancing
Ability to lift to waist level, pull, and push up to 40 pounds.
Use hands for simple grasping, writing, drawing, and operating office equipment.
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