CSR - Customer Service Representative

WEST JACKSON COUNTY UTILITY DISTRICT

JOB DESCRIPTION

JOB TITLE: Customer Service Representative

GENERAL DESCRIPTION OF WORK PERFORMED:

The Customer Service Representative should have related experience and should be capable of taking responsibility for customer service requirements as given by the Billing & Customer Service Manager or their representative. They are responsible for servicing the needs of customers, employees, and the company by performing the following duties:

Adjustment requests

Answering the phone and processing work orders for service

Explaining bills and or policies to customers

Collecting payments and keeping their cash drawer in balance with receipts

Reminder call processing for delinquent accounts

Process disconnections for non-payment monthly for each cycle

Maintain records for daily deposit processing

Prepare move out requests

Processing mail and online payments made as needed

Returned mail processing

Update customer files with notes and address, phone or bank account changes

Signing up customers for new or transferred service requests

Review items for Billing CSR as needed

Scan customer documents to CUSI

Process NSF returns to alert customer as directed by Manager

Maintain and observe email (Outlook) communications throughout daily tasks

Communicate with customers about billing and/or service questions

Communicate with maintenance department and or Will Serve office in regard to customer requests

Process reminder calls through UMS

Keep up with daily arrangement agreements for customer accounts

Other duties as assigned by the Billing & Customer Service Manager

Frequent contact is made with the public and considerable judgment and tact is required in handling problems since improper action could cause serious public relations or operations difficulties. Satisfactory performance in this position requires speed and accuracy and the ability to act calmly and courteously in stressful situations. The CSR must maintain confidentiality, behave in a professional manner, and maintain a good working relationship with the Billing & Customer Service Manager, Commissioners, Director, Deputy Director, Financial Controller, Accountant II, and other employees.

SPECIFIC JOB REQUIREMENTS MAY INCLUDE (But are not limited to):

1. Operates computer, posts transactions, takes payments, balances cash drawer, Sign up and or disconnect customer accounts, customer notes, adjustment requests, name and address changes

2. Operate basic office equipment (copier, fax machine, 10-key calculator)

3. Assist customers, process orders and complaints

4. Knowledge in Microsoft Word and Excel

5. Must be able to maintain files, office supplies, and the general office areas in a neat and orderly fashion

6. Must be neat and clean in appearance, presentable to the public

7. Must have ability to be bonded

8. Must be able to lift and carry light loads

9. Must be able to sit for extended periods of time

10. Must be insurable on WJCUD’s auto insurance policy

REPORTS: Billing & Customer Service Manager

Job Type: Full-time

Pay: $17.00 - $21.00 per hour

Expected hours: No less than 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Education:

• High school or equivalent (Required)

Experience:

• customer service: 5 years (Required)

License/Certification:

• Driver's License (Required)

Location:

• Biloxi, MS 39532 (Preferred)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Biloxi, MS 39532 (Required)

Ability to Relocate:

• Biloxi, MS 39532: Relocate before starting work (Preferred)

Work Location: In person

Salary : $17 - $21