Customer Service Representative I

Customer Service Representative

Under general supervision, to perform a variety of customer service duties that help answer and resolve water utility customer inquiries, concerns and complaints. Work involves direct and indirect communication with external and internal customers through in-person meeting, phone, mail, email, service orders, and/or other medium. In addition, work involves processing orders, handling payments, generating bills, and completing reports. Work is performed under general supervision within established policies and procedures.

Job Domains

• Communicates with walk-in customers.
• Uses utility billing and other software applications to assist customers with their account balances, water consumption, and initiation or termination of water service.
• Queries other water utility divisions and other departments for information, as needed to resolve customer issues.
• Receives payments and issues receipts for a variety of cash, check, credit card, and/or money order transactions related to the utility services provided.
• Validates, balances, and reconciles receipts and other financial data daily.
• Generates, dispatches and/or processes water utility maintenance service orders, as needed.
• Answers telephone and greets visitors; provides information and assistance.
• Receives customer payments and posts to customer accounts; provides receipts.
• Enters new customer accounts into computer system.
• Ensures account numbers correspond with city sewer and garbage accounts.
• Transfers customer accounts when customers change locations.
• Closes customer accounts and provides receipts.
• Receives customer complaints and corresponds with field personnel to resolve problems.
• Processes new construction payments.
• Maintains radio contact with Meter Readers.
• Cancels services upon customer requests.
• Assists customer with account adjustments.
• Assists customers in setting up automatic payments.
• Balance cash drawer.
• Assists customers with payment plans.
• Performs related duties.

Knowledge, Skills and Abilities

• Knowledge of department billing and collections policies and procedures.
• Knowledge of computers and job-related software programs.
• Knowledge of customer service principles and practices.
• Skill in problem solving.
• Skill in prioritizing and planning.
• Skill in interpersonal relations.
• Skill in oral and written communication.

Minimum Qualifications

• Possession of a high school diploma.
• Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.

Benefits

The City of Enterprise offers a comprehensive benefits package to full-time permanent employees that includes retirement, vacation and sick leave, paid holidays, medical and dental insurance, life insurance, and other supplemental insurances and deferred retirement saving plans. For a more detailed overview of our benefits package, please visit the Employee Benefits Summary within our website or contact the Human Resource Department.