Customer Service Representative I/II/III

Customer Service Representative

Classification specifications (job descriptions) are intended to present a descriptive summary of the range of duties and responsibilities performed by an incumbent in the classification. Furthermore, specifications are intended to outline the minimum qualifications for entry into the classification and are not intended to reflect all duties of an incumbent. Under supervision, perform a variety of functions in conducting administrative and technical duties related to customer service in accordance with Agency policies and procedures related to water and wastewater services and will be responsible for answering customer inquiries, billing and payment procedures, maintenance of customer account records, clerical tasks and other duties as assigned. Customer Service Representative I - Entry level. Under close supervision, performs a variety of customer service duties. The Level I is distinguished from the Level II by the performance of less than the full range of duties. This includes answering customer inquiries, payment procedures/processing, maintenance of customer account records, clerical tasks, etc. Customer Service Representative II - Mid-level. Under general supervision, in addition to the Level I duties, are more familiar of the operating procedures and policies within the work unit. The Level II is distinguished from the Level III in that the Level III performs increasingly difficult and complex duties within the customer service classes. Customer Service Representative III - Journey level. Under minimal supervision, performs the full range of assigned duties within this classification. Employees at this level are fully aware of the operating procedures and policies within the unit and require only occasional instruction or assistance as new, unusual or unique situations arise. Customer Service Representative I and II - Receives technical, functional and general assistance from the Customer Service Representative III and general supervision from the Administrative Manager. Customer Service Representative III - Receives general and immediate supervision and direction from the Administrative Manager.

The following duties are typical for this position. Depending upon the assignment, the employee may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address Agency needs and changing business operations. The omission of specific statement of duties does not exclude the position if the work is similar, related or a logical assignment to the class. Customer Service Representative I

• Conduct daily opening and closing office procedures
• Greet and assist customers and visitors at the front counter in a pleasant, courteous and professional manner
• Answer and respond to phone calls, messages, faxes and emails
• Answer main phone line and radio calls; provide assistance, route calls as appropriate
• Serve as cashier; using utility billing software and procedures, receive and post payments by phone, in person or in electronic form
• Apply and communicate routine/basic information on Agency policies and regulations regarding water/wastewater service, billing and meters to customers in a courteous, friendly and professional manner
• Sort, open and process mail
• Dispatch for final reads, check for leaks, high/low pressure, taste/odor issues
• Make courtesy calls to customers with payment arrangements prior to door tags for nonpayment
• Assist with customer applications and deposit tracking and customer follow up; filing appropriate documentation on the proper account tabs of the customer's electronic Springbrook account
• Regular attendance and adherence to prescribed work schedule to conduct job responsibilities
• Process payments by phone, recurring, ACH, in person or electronic form; reconcile cash drawer on a daily basis at close of business

Customer Service Representative II - In addition to the essential duties described above:

• Assist in expediting resolution to customer complaints
• Maintain customer accounts; including processing account and leak adjustments, payments, Auto ACH, refunds, return payments, change in services, memo billing, owner/tenant accuracy, final bills, door tags, shut offs for nonpayment, restoration of service, collections, general account maintenance/clean-up
• Process standard new connections
• Participate in Customer Service/Operations Weekly Meetings
• Performing monthly customer account billing; following up on usage/meter anomalies, preparing service requests as needed
• Track and close service requests
• Prepare a variety of letters, account demands, credit references, account updates, possible leaks, etc.
• Participate in the collections process
• Assist with automated calls for water outages/boil notices
• Assist in maintaining the electronic UB monthly meter reading, billing, tags and shut offs calendar

Customer Service Representative III - In addition to the essential duties described above:

• Responsible for Annual Constructed Conveyance Program
• Ensure annual raw water letter/notice is sent in March
• Process tax roll and special billings/credits, including calculations, letters, adjustments, etc.
• Process annual wastewater consumption review, including updating spreadsheets for engineering use, processing consumption updates to commercial accounts
• Review/process/complete/activate new connections & connection inquiries water/wastewater
• Review service request status weekly
• Process suspension of service, demands and forfeitures
• Process and monitor Collections Program, Liens, balance transfers and refunds
• Create lists and call-out notice for water outages/boil issue call out
• Responsible for the Customer Service Calendar - utilizing the master meter reading guidelines; schedule readings, reading edits, billings, delinquent notices, door tags, shut offs calendar. Create and maintain the electronic UB calendar, with assistance of the Customer Service Supervisor as needed
• Handle special, unique and difficult situations with the assistance of the Customer Service Supervisor
• Act as lead for the department in the customer service department in the Administrative Manager's absence

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Knowledge

• Principles and practices of efficient and effective customer service via face-to-face, over-the-phone and electronic means
• Customer account maintenance; use of electronic customer database, payment and billing systems
• Records management principles and practices
• Business arithmetic
• Standard business practices such as letter writing, report writing, preparing informational materials in visual formats
• English language usage, spelling, grammar and punctuation

Ability To

• Respond to and effectively prioritize multiple phone calls and other request or interruptions
• Communicate clearly and concisely both orally and in writing with Agency staff, co-workers and the public in one-to-one or group settings.
• Learn, interpret and apply applicable policies, procedures, laws, codes and regulations pertaining to the Agency
• Efficiently use computer and financial database programs with sufficient speed and accuracy to perform assigned work; intermediate to advanced skills in Microsoft Office programs
• Perform a variety of independent research, information retrieval, analysis and report preparations to draw logical conclusions
• Professionally and tactfully provide customer service to the public and co-workers in person, over the phone and electronically
• Handle stressful situations and difficult customers in a calm and professional manner
• Efficiently evaluate and respond to customer complaints
• Plan, coordinate, prioritize and organize multiple work tasks to meet deadlines with accuracy, thoroughness and attention to detail, sometimes with little supervision
• Read, understand and carry out written and oral directions in a clear, concise and consistent manner
• Use initiative and independent judgment within established procedural guidelines
• Use arithmetic to make basic financial calculations quickly and accurately
• Operator a variety of automated office machines typical of a work environment such as a multi-function printer/copier/scanner, fax machine, envelope opener, postage machine, etc.
• Establish and maintain effective working relationships with internal and external contacts, employees, vendors, customers, etc. using best practice customer services skills.
• Communicate clearly and concisely both orally and in writing with Agency staff, coworkers and the public in one-to-one or group settings.
• Depending on Level, work independently and prioritize multiple tasks often under time constraints and with limited supervision.

Reasoning Ability

• General purposes, methods and practices of customer accounts and billing.
• Modern office practices, procedures and methods.
• Basic data processing terminology