Customer Service Specialist

General Purpose Responsible for providing friendly and effective customer service for all Reedsburg Utility Commission (RUC) customers; including customer account inquiries, payments, and service applications. This position is in the LightSpeed department which provides internet, TV, and phone services over our gigabit fiber optic network. Also provides general office support for all departments within RUC. Supervisor Works under the direction of the General Manager. Supervisory Responsibilities None. Wages/Benefits This is an hourly, FLSA non-exempt position with the wage based on qualifications, attitude and work ethic. Benefits pursuant to Personnel Handbook. Essential Functions Answers questions regarding utility services, or directs them to the person that is able to assist them. Assists customers with billing issues, inquires, or other concerns at the counter, drive-up, and by telephone. Assists customers in establishing, transferring, or discontinuing utility services. Assists customers by listening to concerns and works with them to find acceptable solutions. Keeps customer information secure and confidential. Prepares and maintains accurate billing of all customer utility service accounts. Collects and processes customer payments, and assists with bank deposits and postings. Reconciles the cash drawer. Prepares and processes meter reading data. Verifies meter reading data for accuracy and exceptions. Generates service orders for meter read-outs and re-checks. Maintains accurate records of electric, water, and fiber equipment as related to the billing functions of RUC. Prepares delinquency notices, disconnect notices, deferred payment arrangements, and maintains records of accounts as related to the collection needs of RUC. Prepares tax return intercept and tax roll assessments for unpaid utility bills and associated notices. Schedules appointments with customers for crew activities. Prepares monthly and annual reports relating to the revenue and consumption of electric, water, sewer, communications, and other billable services. Compiles statistics and prepares various reports for management as required. Provides administrative support by preparing correspondence and generating computer reports and data as required. Collaborates with team members to identify opportunities for process simplification and improvements. Documents processes and cross trains with other team members for contingency and succession purposes. Maintains historical records by filing documents. Performs other duties which are similar, related or incidental to this position. Job Requirements Performs job duties at a very high standard of safety and workmanship. Promotes positive daily interactions with customers encountered in the field or work place. Displays a positive attitude and work ethic. Performs related work as required. Consistent and timely attendance at the workplace during designated work hours Responds to such hours as are necessary to accomplish job duties. Maintains a professional and appropriate workplace appearance. Education & Experience Requires post high school education in a customer service, bookkeeping, accounting, or office administration related field and a minimum of two years of experience; or equivalent. Experience with accounting software and customer information systems or the ability to quickly learn new systems. Familiarity with State and Federal rules and regulations regarding RUC's systems is preferred. Comprehensive knowledge of or ability to learn technical aspects of electric, water and communications systems. Must hold a driver's license valid in the State of Wisconsin. Must be bondable. Physical Requirements Frequently required to stand, walk, sit, bend, and twist; use hands to finger, handle or feel objects, tools, keyboards or controls; and reach with hands and arms. Occasionally required to lift, carry, and/or move up to 25 pounds in weight. Able to speak fluent English. Able to hear with or without assistance. Able to see with or without correction, view close objects, and the ability to adjust focus. Mental Requirements Analytical Skills - Ability to identify problems and opportunities, review possible alternative courses of action, and utilize available information resources when making decisions. Problem Solving Skills - Ability to develop feasibly realistic solutions to problems, recommend actions designed to prevent problems from occurring, and refer problems to upper management when necessary. Planning & Organizational Skills - Ability to solve complex problems, take advantage of opportunities, and establish systematic methods of accomplishing goals. Communications Skills - Ability to clearly, effectively, and coherently convey ideas and information both in written and oral form of the English language. Teamwork - Ability to work well with a diverse group of personnel; including developing and maintaining good working relationships with customers, coworkers, contractors, community members, elected officials and regulatory personnel. Must be flexible and able to adapt to a fast paced office environment. Reading Ability - Ability to effectively read and understand information. Mathematical Ability - Ability to accurately calculate basic arithmetic problems (addition, subtraction, multiplication, and division) without the aid of a calculator. Time Management - Ability to set priorities in order to meet assignment deadlines. Work Environments Work is primarily performed inside the RUC office, but may include travel on a routine basis within the City of Reedsburg (for example post office, city hall, banks) and may at times require travel outside the City limits. Equipment Used Must be able to use or operate computers, customer information/billing systems, software applications (including Word, Excel, and Adobe), copy machines, printers, scanners, adding machine, and telephone systems. #J-18808-Ljbffr