Job Details
Utilities Customer Service Representative
Location
Water Customer Services
Work Status
Full Time
THIS POSITION WILL CLOSE ON 7/7/2024.
SALARY: $21.25 - 25.50 Hourly USD
JOB SUMMARY:
Under general supervision, providescustomer service assistance to customers regarding a wide array of functions,such as education on programs and resources. Also responsible for accurately processing customer financialtransactions, and activating, closing and transferring of customer waterutility accounts. This position is also responsible for creating and processingwork orders for field crews.
ESSENTIAL JOB FUNCTIONS:
- Ability to aid customers regarding a broad range of information in a timely and courteous manner including but not limited to activating, closing or transferring water utility accounts for new/existing customers.
- Ability to handle all department cashiering functions such as balancing cash drawers, preparing associated deposits daily and conducting daily reconciliation.
- Ability to accept and process payments for multiple services from walk-in customers, customers over the phone, night depository and mailed-in payment information and enter CIS system for immediate posting and provide receipts or confirmation numbers to customers.
- Ability to analyze customer inquiries and conduct research including but not limited to contacting citizens, various internal and externalsources to obtain accurate information to assist customers.
- Ability to answer questions and provide accurate information to customers regarding billings, payment schedules and other services provided and identify appropriate documentation necessary to complete various processes.
OTHER JOB FUNCTIONS:- Ability to create and process work orders for field crews.
- Ability to perform related duties such as processing requests for bank drafting, processing charitable contributions, handling returned mail, customer requests by fax, email and web and other miscellaneous.
MINIMUM QUALIFICATIONS: Knowledge, Skills and Abilities Required: - Knowledge of proper telephone etiquette.
- Knowledge of proper English, spelling and punctuation.
- Knowledge of automated systems for billing on accounts, on-line cashiering and work management.
- Knowledge of computer applications, computer equipment usage, and cash handling/management protocol.
- Skill to operate such software applications such as CIS billing system, bill/payment website, payment processing application, Advanced Metering Infrastructure (AMI), identification validation service, etc.
- Skilled in the use of document scanners
- Skill in providing quality customer service, especially in high conflict situations.
- Skill in the investigation and determination of facts.
- Skill in accurately entering data and properly coding data to achieve desired results.
- Skill in typing 35 wpm.
- Ability to multi-task
- Ability to calculate complex utility billing and adjustments.
- Ability to provide accurate information and assist customers via multiple points of contact
(Call Center ACD call queue, email,web, fax, and in person) - Ability to open and sort payments received by mail and check amounts for irregularities.
- Ability to understand, utilize and decipher computer software applications such as CIS billing system, Advanced Metering Infrastructure (AMI), e-bill/payment website, payment processing application, remittance payment processor software application and personal identification verification system.
Qualifying Education andExperience: A High school education or GED,cash handling, mailroom, customer services and general office work experience.Pre-employment screening includes: Criminal background and Credit History.