Customer Service Representative

Examples of Primary Tasks, Duties and Responsibilities (TDR): • Resolves customer concerns and inquiries regarding utility bills or municipal services. • Explains billing processes, reasons for charges and applicable rate schedules. • Reviews accounts and records to determine an appropriate action. • Initiates billing adjustments and refunds when appropriate. • Uses County systems to access files, research accounts, and complete service orders. • Initiates new service orders, turn-on orders and turn-off orders. • Researches and handles account errors and rejected payments. • Processes and notifies customers of returned checks. • May route or receive work from other County departments. • Opens and distributes mail. • Verifies and processes bank invoices for handling substation payments. • Prepares routine forms, summaries, and records for customer account activities. • Performs other duties as assigned

Knowledge, Skills, and Abilities (KSA) Typically Required: • Occupation-specific: Ability to independently review account information and records; basic clerical skills; the ability to quickly and accurately calculate charges. • Technical: Proficient with standard office equipment and business software; ability to learn and use County systems including automated systems. Strong data entry skills and data retrieval skills. • Interpersonal, Communication and Customer Service: Tact, patience, and professionalism in dealing with the public by phone and in person; ability to relay information clearly and concisely and to write business correspondence; ability to maintain positive working relationships. • Decision-making and Authority: Exercises judgment within established policies; refers unusual or complex issues to supervisory staff. • Leadership: Non-supervisory; may provide guidance to temporary or new staff. • Environment: Typically works in an office setting; may be required to work in various locations to coordinate with other stakeholders as needed. • Physical: Visual and hearing acuity sufficient to perform assigned duties; physical ability sufficient to perform routine office tasks such as sitting, standing, typing, and lifting light materials. Minimum Education and Experience: • Education: High school diploma or GED. • Experience: Three (2) years of relevant clerical experience involving public contact or customer service; one (1) year of clerical figurework preferred.

Hourly Rate -17-17.50