Customer Service Representative

Customer Service Representative

To receive and process customer payments, account inquiries and adjustments, and requests for service in accordance with the District's customer service regulations, policies and charges. To consistently provide excellent customer service to both internal and external customers that facilitates accomplishment of the District's mission and goals.

Essential job functions:

• Answer and direct incoming telephone calls.
• Greet and work with the public effectively, courteously and professionally at all times.
• Receipt customer payments, mail and various miscellaneous payments. Process drop box, maintain kiosks as needed, and balance cash drawer.
• Process and direct customer correspondence.
• Make payment arrangements for past due accounts.
• Process new services and connects/reconnects/disconnects (data entry), cost estimates, meter changes and billing adjustments to customer accounts. Prepare and process closing bills.
• Process Budget Payment Plan, Discount applications, Continuous Service Agreements and other various forms/agreements.
• Perform collections of delinquent active accounts.
• Clearly communicate and apply the District's service regulations, rates, and charges for customers.
• Process customer payments utilizing remittance processing and other equipment as needed.
• Perform work with a high level of accuracy and professionalism in a high-paced environment.

Additional job functions:

• Bank daily deposit when directed.
• Notify customers of scheduled outages as needed.
• Perform other duties as assigned, including working in any District office as needed.

Job standards:

• Knowledge, skills and abilities:
• Basic skills for operation of a computer work station required.
• Accurate typing at 30 wpm and operation of a 10-key calculator by touch at 100 strokes per minute required.
• Working knowledge of filing systems required.
• Math, reading and writing skills as related to job functions required.
• Demonstrated high level of cooperation within the work group and with other departments required.
• Ability to communicate clear and concise instructions and information to coworkers, supervisors, customers and others.
• Ability to complete monetary transactions accurately.
• Ability to understand and follow written and verbal instructions.
• Ability to multitask and consistently perform quality work and work without close supervision and to make sound decisions compatible with prior instructions in a high-paced environment.
• Ability to operate equipment efficiently to facilitate completion of job functions.
• Develop a working knowledge of the District's policies and procedures and customer information system.
• Develop a working knowledge of safe work practices, accident prevention procedures and equipment as related to job functions.
• Demonstrate a positive attitude, good work ethic and promptness in work arrival and in accomplishing all tasks.
• Education, experience and training:
• High school diploma or equivalent required.
• Experience in cashiering, customer service and computer word processing is preferred.
• Post high school training in business-related subjects is preferred.
• Other requirements:
• Pass a District physical examination and be able to perform essential job functions.
• Must have, or obtain within six months of employment or assignment to this position, a valid Washington State driver's license. Employees moving from out of state must obtain a Washington State license in accordance with Washington State law.
• Must have a safe driving record.
• Must work emergency and prearranged overtime.
• Working conditions:
• The job functions will be performed in an indoor, office environment.
• The job functions include working with persons who exhibit many types of personalities and behaviors.
• Physical requirements:
• The work requires the ability to lift and carry up to 20 pounds.
• The work requires the ability to operate office machines, tools and equipment.
• The work requires the ability to answer questions and communicate with coworkers, customers and others in person, on telephones and mobile radios.
• Work activities involve sitting for extended periods, lifting and carrying.
• Equipment and vehicles:
• The job requires use of general office equipment, ten-key adding machine, typewriter, personal computer work stations, remittance processor, cellular and regular telephones.
• The job may require driving District vehicles such as automobiles and pickup trucks.
• Future work practices may necessitate the use of different equipment, vehicles and tools.