Customer Service Representative

Description POSITION REPORTS TO: Utility Services Manager POSITIONS SUPERVISED: None BLS COMPARABLE: 43-4051.02, Customer Service Representatives, Utilities 43-3011, Bill & Account Collectors CONDITIONS OF EMPLOYMENT Subject to post offer, pre-employment drug screen. Subject to a pre-employment criminal background check. Keyboarding speed of 40 wpm. Intermediate in Excel and Word. English proficiency. POSITION PURPOSE: Assist in ensuring the financial integrity of the City finances by providing precise, orderly, and efficient customer service and clerical support. ESSENTIAL FUNCTIONS AND BASIC DUTIES Access computerized information to answer questions of ordinances, policies, rates, high bills, delinquencies, and other service problems. Terminate, start, or transfer water service for customers, and process work orders for collections. Correct and adjust bills as needed. Generate and process penalities on accounts not paid by due date. Arrange for customers to pay delinquent bills, and process work orders to shut off delinquent accounts. Resolve customers' service or billing complaints. Utilize a collection module to produce a report of accounts to be forwarded to a Collection Agency. Maintain automatic drafting (ACH) entry and review the ACH report produced by the City Clerk when the batch is processed to the bank. Produce work orders for contractors for new construction or irrigation meters; obtain a plot plan from the code department; send work orders and plot plan to the Water Department for installation of new meters. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes. Operate 10-key calculators, typewriters, and copy machines to perform calculations and produce documents. Operate computers programmed with accounting software to record, store, and analyze information. Debit, credit, and total accounts on computer spreadsheets and databases, using specialized accounting software. Comply with city ordinances, policies, procedures, and regulations. Provide assistance to other departments as needed. Perform other duties as required. PERFORMANCE MEASUREMENTS The Utility Services division runs smoothly and efficiently. Data entry is completed accurately and in a timely manner. Excellent customer service is provided to City personnel and patrons, including ability to handle difficult customers in a pleasant and professional manner. Effective working relations exist with City personnel. New employees are well trained and assisted. Management is appropriately informed. Employee understands and adheres to applicable safety policies. The City’s professional reputation is maintained. QUALIFICATIONS EDUCATION/EXPERIENCE: One year certificate from college or technical school; or one year related experience and/or training; or equivalent combination of education and experience. CERTIFICATES/LICENSES: Additional related training preferred. REQUIRED KNOWLEDGE: Clerical: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology. Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services. Computers: Proficient personal computer skills including electronic mail, record-keeping, routine database activity to include data entry in spreadsheets, record tracking applications, word processing, spreadsheet, graphics, etc. English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. SKILLS/ABILITIES Ability to communicate effectively with difficult people. Prioritize and organize assignments. Work independently and take initiative. Handle multiple tasks simultaneously. Accurate and attentive to detail. Strong public relations abilities. Strong typing and computer application skills. Ability to assist and support others. Able to operate telephone, PC, copier, and other basic business machines. PHYSICAL & MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION FINGER DEXTERITY: Manual dexterity sufficient to reach and handle items. VISUAL ABILITIES: Normal vision, with or without corrective lenses. PHYSICAL STRENGTH: Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.) Sedentary physical activity performing non-strenuous daily activities of an administrative nature. Extensive sitting. Frequent use of arms, hands, and fingers to reach, handle, touch, and feel. Extensive use of phone. LANGUAGE/COMPREHENSION: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to speak effectively with customers. REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. MATHEMATICS ABILITY: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratio, and percent and to draw and interpret bar graphs. WORK SCHEDULE/HOURS: Regular: 8 hour shift, typically 8:00 a.m. - 5:00 p.m., Monday- Friday. Other: Variable lunch period and breaks in coordination with other office personnel. WORK CONDITIONS: Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. NOISE LEVEL: Moderate noise (examples: business office with computers and printers, light traffic). OTHER WORK CONDITIONS: None. ADVANCEMENT CRITERIA INTERMEDIATE 4-6 years related work experience. Completion of business coursework. Intermediate Word and Excel test scores. Proficiency w/ systems, including computer programs. Conversational Spanish. Working knowledge of city ordinances pertaining to utilities. Knowledge of safety as applies to job. Class D Water License. Valid CPR certification. ADVANCED 7+ years related work experience. Associate's degree or equivalent in related field. Advanced Word and Excel test scores. Advanced w/ systems, including computer programs. Bilingual. Advanced knowledge of city ordinances pertaining to utilities. Ability to perform duties of Utility Services Technician for a short period. JOB DESCRIPTIONS Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. I have reviewed this job description and I can perform the essential functions of this position, with or without, reasonable accommodations. I have also received or have been offered a copy of this job description. #J-18808-Ljbffr