Customer Service Representative

JOB SUMMARY

This position is responsible for customer service support and providing professional, effective and efficient public service assistance to the customer.  Must be able to provide quality customer service and be able to communicate and conduct self in a professional manner by telephone and in person. Provides customer service by greeting customers, completes all customer interactions - promptly and efficiently; answers routine and complex billing questions; responds to customer inquiries regarding leaks, sewer-averaging, special circumstances; reviews past due accounts; interprets ordinances; assists team members with questions and issues; research policies questioned by customers in order to provide accurate responses. Employees in this position must be able to multitask. The candidate must be highly motivated and strive for success by demonstrating Little Elm’s Core Values of Integrity, Customer Service, Efficiency, and Innovation. These values are the foundation of the organization.

EDUCATION/TRAINING/EXPERIENCE

1. High school diploma or GED is required. 
2. Two (2) years related office, counter, and/or customer service experience required, or combination of education/experience.  
3. Must pass a pre-employment drug screen and criminal background check.

LICENSES OR CERTIFICATES

1. Must be bondable.
2. Valid Texas Driver’s License.

LANGUAGE SKILLS

1. Ability to read, write, and speak English fluently.
2. Ability to respond to common inquiries or complaints from customers, regulatory agencies or authorities, or general public.
3. Ability to establish and meet deadlines.
4. Ability to interpret a variety of instructions furnished by management in written, oral, or schedule form.
5. Ability to motivate self to maintain and improve performance.
6. Ability to establish and maintain good relationships with supervisors and other personnel.
7. Ability and willingness to perform duties in a team environment.
8. Knowledge or and skill in the use of a computer; computer data entry; and/or use of ten-key calculator.
9. Skilled at coordinating and managing multiple projects and/or assignments; multitask.
10. Ability to disseminate information quickly and perform tasks under pressure with short deadlines.

OTHER SKILLS & ABILITIES

1. Ability to establish and meet deadlines.
2. Self-motivated.
3. Ability to establish and maintain good relationships with supervisors and other personnel.
4. Demonstrate a willingness to perform duties in a team environment.
5. Knowledge and skill in the use of a computer including Microsoft Office:  Word, Excel, PowerPoint, and other office-oriented software.
6. Skills coordinating and managing multiple projects and/or assignments.
7. Excellent customer service skills. Ability to effectively communicate and interact with supervisors, other employees, and the general public.
8. Mathematical skills are required to make change for monetary exchanges.
9. Use tact and diplomacy with public, and maintain effective working relationships with co-workers.
10. Data entry and file set-up.

REASONING ABILITY

1. Ability to interpret a variety of instructions furnished by management in written, oral, diagram, or schedule form.
2. Ability to comprehend policies, procedures, regulations, organizational structures etc. in a short time frame.
3. Ability to apply town ordinances.

PHYSICAL DEMANDS

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to move around the office; sit at a desk and use hands to operate various machines and/or equipment; and reach with hands and arms.  The employee frequently is required to talk and hear.  The employee must occasionally move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT            

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job.  Works primarily in an office environment.

ESSENTIAL JOB FUNCTIONS

• Performs the tasks required to open the Utility Billing office on a daily basis for conduct of town business with utility customers.
• Receives and records customer utility payments.
• Assists with entering and review of meter readings on customer accounts.
• Assists with reviewing and interpreting consumption reports for abnormal consumption patterns.
• Assists with generation and close-out of work orders.
• Assists new customers establish service; prepares customer connects and disconnects; performs data-entry of customer information and takes payments by phone and in person. Scans all necessary documentation to a customer’s account.
• Communicates with customers about billing disputes by telephone or in person and receives and records orders for installation, connects, disconnects, or changes in service.
• Calculates leak and sewer adjustments.
• Processes online ACH payments report.
• Sets up Bank Draft payment for customers.
• Balances cash drawer daily & prepares deposit for the bank.
• Sets up new NTTA accounts for customers.
• Process boat ramp passes.
• Prepares door hangers for NSF items.
• Process mail returned to customer’s accounts.
• Travels off premises to attend meetings and training.
• Communicates effectively with employees and customers by telephone and in person.
• Performs other assigned duties as assigned.
   

E.O.E.  The Town of Little Elm does not discriminate on the basis of race, color, national origin, sex, religion, age, disability or military service in employment or the provision of services.