Senior Customer Service Representative

Senior Customer Service Representative

Under the direction of the Lead Customer Service Representative, the Senior Customer Service Representative performs the full range of customer service duties; handles complex technical customer service tasks, reports, complaints, and account-related issues; provides daily leadership and support to customer service staff to ensure customer expectations are met; may serve as the Lead Customer Service Representative in their absence; and performs related duties as assigned.

Essential Functions

Essential duties and responsibilities may include, but are not limited to the following:

• Performs a full range of customer service duties, providing professional assistance to the public and responding to inquiries regarding utility services, accounts, and related activities.
• Provides guidance and support to customer service staff to ensure customer calls and in-person requests are addressed in a timely, efficient, and knowledgeable manner.
• Meets with customers to respond to and resolve complaints, conflicts and service issues while maintaining patience, courtesy and professionalism.
• Researches and interprets customer accounts and applies knowledge of applicable City/District rules, regulations, and guidelines to resolve complex account-related issues.
• Prepares reports and processes orders to discontinue water utility service; compiles customer information related to vacancies; verifies meter status; researches property ownership.
• Assists customers with payment plans and extensions for delinquent accounts; reviews and approves customer account adjustments in accordance with established procedures.
• Assists with training, instruction, and overseeing the daily performance of customer service staff.
• Reviews accounts for accuracy; completes forms; and performs data entry into the billing system.
• Assists with the interpretation and implementation of City/District resolutions, ordinances, policies, and procedures.
• Maintains departmental procedures and documentation.
• Assists with maintaining and controlling supply inventory for the Customer Service Division.
• Maintains confidentiality of work-related matters and City/District information.
• Performs cashiering duties; maintains cash records; calculates daily receipts; and prepares daily cash drawer balancing reports and summaries of payments received and services completed.
• Prepares service orders for repairs and generates customer notifications.
• Compiles documentation for non-sufficient fund processing and verifies data from various source documents.
• Processes new service orders and payments; initiates, reconnects, and disconnects utility services due to non-payment.

Minimum Qualifications

Education and Experience: High school diploma or GED equivalent supplemented by college-level coursework and three (3) years of customer service experience in a public utility environment. Knowledge of:

• City/District policies and procedures.
• Utility billing software and related systems.
• General accounting and bookkeeping principles and practices.
• Billing and collection procedures and practices.
• Principles and practices of effective customer service.
• Modern office practices, procedures, and equipment, including software and database programs.
• Applicable municipal codes, policies, procedures, ordinances, rules, regulations, and resolutions.
• English usage, spelling, grammar, punctuation, and basic mathematical principles.

• Provide efficient customer service.
• Communicate clearly and effectively, both verbally and in writing.
• Use initiative, discretion, and judgment within established procedures, guidelines, and rules.
• Exercise tact and judgment when responding to inquiries and resolving complaints and problems.
• Apply City, State, and Federal policies, laws, and regulations.
• Perform basic mathematical calculations and cash handling functions.
• Meet with members of the public under routine and adverse circumstances.
• Research issues and develop practical solutions to customer concerns.
• Examine source documents and printouts to identify errors and discrepancies.
• Multitask and effectively manage time and priorities.
• Operate a personal computer and various software applications.
• Define problems, establish facts, and draw valid conclusions.
• Manage situations requiring diplomacy, fairness, firmness, and sound judgment.
• Establish and maintain cooperative working relationships with managers, supervisors, employees, vendors, customers, and the general public.
• Apply safe work practices.

Physical Demands & Working Environment

(Must be performed with or without reasonable accommodations) This position works primarily in an indoor office environment and in close proximity to other employees and members of the public. Incumbents are exposed to conditions normally encountered in a business office environment. Positions in this class typically require balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, talking, hearing, seeing, and repetitive motions. Medium Work: Exerting 20 to 50 pounds of force occasionally (up to one-third of the workday), and/or 10 to 25 pounds of force frequently (one-third to two-thirds of the workday), and/or greater than negligible up to 10 pounds of force constantly (two-thirds or more of the workday) to move objects. Physical Demand requirements are in excess of those for Light Work. Incumbents must be able to see and hear in the normal range, with or without correction, and must be able to communicate verbally and in written form with great facility and must be able to be understood. Incumbents must have the stamina to work extended hours and must be willing to work an irregular schedule, which may include weekends or evenings.