Customer Service Representative I - Central Collections

General Description:

The purpose of this class within the organization is to provide professional customer service to customers regarding utility accounts. This class works under close to general supervision according to set procedures but determines how or when to complete tasks.

Minimum Education and Experience Requirements:

Requires High School graduation or GED equivalent. Requires a minimum of one year in customer service or collections or closely related experience. For cash handling positions a minimum of one year of experience is preferred as a cashier or bank teller. The equivalent combination of education and related work experience may be considered.

Desirable Knowledge, Skills and Abilities:

• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of business English, spelling, and arithmetic.
• Knowledge of Microsoft Office applications.
• Ability to maintain customer confidentiality regarding accounts and adheres to Red Flag Laws.
• Ability to understand and follow oral and written instructions.
• Ability to make routine arithmetical calculations accurately and with reasonable speed.
• Ability to make and implement recommendations for enhancements to departments productivity.
• Ability to operate Windows-based applications on a personal computer, a cash drawer (where applicable), and/or any other standard office equipment.
• Ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency situations or tight deadlines.
• Ability to maintain positive customer-focused relationships with co-workers, supervisors, agencies, the general public, and all other internal and external customers. Personally demonstrates appropriate customer service skills.
Work is performed onsite. The incumbent must be present at work to perform the essential functions of this job.

Essential Job Functions:

• Assist customers via phone, in person, or online with utility requests and questions. Completes follow up on customer service issues and escalations.
• Accepts payments and issues receipts for utilities, miscellaneous receivables, taxes; Some agents may collect utility payments in a separate drawer which includes daily reconciliation.
• Accepts payments via in person, phone, mail, and depository.
• Process request for services and coordinates with appropriate departments.
• Assist in the customer notification regarding their account status.
• Initiates and files daily reports related to job function.
• Works scheduled hours and additional hours as needed to accommodate business needs.
• Works closely with both internal and external customers.
• Sorts and files correspondence and documents; pulls files as needed; maintains a record of files pulled.
• Prepares monthly reports and maintains complex records.
• Provides general information to the public.
Performs all other duties as may be assigned to meet organizational needs.

This Notice is not intended to be an all-inclusive list of duties, knowledge, skills and abilities required to do the job. This is intended only to describe the general nature of the job. A more comprehensive list of duties, responsibilities and essential job functions is available on the job description. The City of Rock Hill is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, political affiliation, disability, national origin, genetic information, sex (including pregnancy, childbirth, or related medical condition), or age.