What are the responsibilities and job description for the Customer Service Representative position at ONWASA?
Summary
Performs intermediate administrative support work involving the entering and verifying of tabulated data into computer for processing of customer payments, inquiries and requests, and related work as apparent or assigned. Work is performed under the moderate supervision of the Customer Service Supervisor and Chief Customer Officer.
Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.
Essential Functions
Deliver excellent customer experiences in all interactions with internal and external customers.
Investigate and resolve customer issues and ensures proper settlement by considering the complexity, requirements and nature of an issue or complaint using judgment and correct application of policies and procedures.
Understand all products and services available and be able to present them to customers based on their specific needs.
Recommend process or procedure changes to the Chief Customer Officer if those changes would result in increased economy, efficiency, effectiveness, or an improved customer experience.
Receive, process, record, and account for utility revenues; process customer service requests and billings; prepare and maintain computerized records system; prepare and maintain electronic files and records.
Assist customers with utility bill questions; collect monthly payments and handle delinquent accounts; make account adjustments where appropriate; prepare and balance daily cash reports and verifies accuracy.
Answer telephone inquiries and provide information using the one call resolution method.
Contact customers via BlackBoard Connect for outages, billing issues, or other items requiring mass notification.
Maintain the ONWASA Outage Map and line.
Assist with training of new personnel.
Receive and process applications for water service tap requests and new services; process service disconnections; process hydrant meter accounts.
Create new service orders; process and update completed service orders; notify field personnel to make connections, disconnections, re-reads and follow up with customers by telephone on written correspondence; establish and close accounts and other services appropriately.
Serve as the daytime dispatch and support for field personnel.
Review account detail with customers to aid in their understanding of past due amounts, postings, and billings on their account; assist with processing credit card drafts and non-pays as required.
Prepare adjustment journals; review accounts for late fees and cut offs.
Maintain standing deposit accounts and suspends accounts for unpaid balances; maintain hydrant meter accounts and assure they are returned at appropriate time and charges for usage and damages.
Maintain various departmental files and records; prepare correspondence; processes service orders as needed; maintains file for unpaid returned items.
Receive and process incoming and outgoing mail; respond to correspondence.
Requires the ability to work outside normal work hours in emergency and on-call situations.
In case of a disaster, either natural or man-made, as a condition of employment employee will be called upon to serve ONWASA customers. Service to customers during a disaster may result in the assignment of other duties, which will take precedence over duties described in this class description.
Work will normally be performed in the main office due to direct contact with ONWASA customers.
Performs related tasks as required.
Knowledge, Skills and Abilities
General knowledge of the operation of data entry and verifying equipment; general knowledge of utilities operational procedures and record keeping; general knowledge of standard office practices, procedures and equipment; thorough knowledge of billing and arithmetic; ability to read and comprehend simple instructions, short correspondence and memos; ability to write simple correspondence; ability to effectively present information in one-on-one and small group situations to customers and other employees of the organization; ability to understand and carry out oral and written instructions; skill in the operation of office equipment including data entry and verifying machines; ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals; ability to compute rate, ratio and percent and to draw and interpret bar graphs; ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form; ability to deal with problems involving several concrete variables in standardized situations; ability to establish and maintain effective working relationships with internal and external customers and the general public.
Physical Demands & Work Environment
This work requires the occasional exertion of up to 25 pounds of force; work regularly requires standing, speaking or hearing, using hands to finger, handle or feel and reaching with hands and arms, frequently requires walking and occasionally requires sitting, pushing or pulling, lifting and repetitive motions; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data and observing general surroundings and activities; work is generally in a moderately noisy location (e.g. business office, light traffic).
Education and Experience & Special Requirements
High school diploma or GED and two years of experience in customer service to include cash handling, bookkeeping, clerical assistance.
Prefer experience with Microsoft Office products with a strong understanding of Microsoft Excel.
Equivalent combination of education and experience may be considered.
Must meet the minimum driving standards set by ONWASA and have possession of a valid driver's license in the State of North Carolina.
Background and driving record check, and pre-employment drug screening in accordance with ONWASA's Drug-Free Workplace policy required. ONWASA's Drug-Free Workplace policy establishes a zero tolerance.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.
