Customer Service Representative

Description

Under general supervision, the Customer Service Representative provides information and accurately answers questions pertaining to city utility accounts.

Posted range is the starting salary. Pay rate offered is based on experience.

Examples of Duties

• Responsible for payment processing by posting customer payments accurately; balances totals and posts to correct transaction codes; maintains and reconciles cash drawer; processes checks, cash, money orders, and credit card transactions; Scans check payments/work orders into electronic document imaging system.
• Completes clerical duties by writing up adjustments for penalty removal and payment correction; drafts/composes various correspondences; notates and enters all information pertaining to customer interactions, including payment and field service actions for customer note history.
• Provides excellent customer service by greeting customers and completing all customer interactions promptly and efficiently with an effort to achieve customer satisfaction; answers routine and complex billing questions; responds to customer inquires regarding leaks, sewer-averaging, special circumstances, and erroneous billing; reviews past due accounts interprets ordinances; assists team members with questions and issues; maintains knowledge of policies; researches policies questioned by customers and provides accurate, timely responses.
• Responds to large volume of phone calls, assisting customers with questions regarding billing, city regulations-procedures, internal office guidelines, customer portal questions, customer portal access questions; requests for new, final and/or transferring services and public inquiries.
• Responsible for specific assigned tasks as needed for: processing service applications, penalty processing, drafting posting, generating cutoff notices, return mail, proofing weekly billing, check conversion processing, researching customer portal issues and coordinating website updates on a daily/weekly or as needed basis.
  
  

Experience and Training

• High School Diploma or GED equivalent.
• Minimum one (1) year heavy customer service and cash handling experience in a retail, utility or similar environment.
• Bilingual preferred.
  
  

Certificates and Licenses Required

• Technical knowledge of basic computer software and ability to assist others with basic system access.