Customer Service Representative

Customer Service Representative

Performs customer service functions for joint utilities. Receives, processes, and accepts payment for applications for new construction, applications for security lighting, requests to turn on and off utilities, and applications for changes and upgrades to existing utilities. Interprets and applies Rules & Regulations and Service Policies. Explains and enforces permit and inspection requirements of the City of Florence Building Department, Lauderdale County Flood Plain Office, Town of St. Florian, Town of Killen, and Town of Rogersville. Answers customer inquiries, furnishes information, and resolves customer problems. Promotes good customer relations.

Essential Duties and Responsibilities and Supervision Required:

• Processes applications for new utility construction and establishes tracking templates for tracking new construction progress.
• Receives, processes, and enters into the computer various types of payments made in person by customers. Reports minimum bill payments to the Engineering Department and initiates recurring fees.
• Compares applications and receipts to ensure that appropriate deposits and fees are taken.
• Balances and accounts for day's receipts, compare receipts to daily reports, and sends to accounting.
• Takes requests to connect or disconnect existing utility services, including security lights, verify/updates directions, and customer information. Facilitates and processes requests for the modification or enhancement of current utility services.
• Collects information from the customer and analyzes the situation to see which policy and procedure provision is applicable and explains requirements to the customer.
• Determines if a building permit, inspection, flood plain permit, or Certificate of Occupancy is required.
• Issues appropriate electrical specification information and diagrams to the applicant.
• Responds to customer inquiries, requests, and problems by phone or in person. Able to research and explain any issues the customer may have including but not limited to billing, meter readings, high bills, leaks, and payment issues. Leverages Invoice Cloud to facilitate the addition or removal of e-bill and pay-by-text features. Processes credit card payments through Invoice Cloud, and employs Ebiz to assist customers in establishing online profiles and managing password-related actions, including resets and deletions.
• Professionally convey and clarify the billing rates for all services, including those related to security lighting.
• Receives and processes inquiries concerning Invoice Billing, Bank Draft Program, Budget Billing Program, Social Security Program, Project Help Program, and any payment-related inquiries through the Invoice Cloud portal.
• Maintains blanket security deposit file.
• Receives and processes requests to re-evaluate commercial deposits, update customer data records, mailing address changes, relocation or upgrade in utility service, and removal of facilities.
• Receives and resolves problems concerning billing, meter reading, street lights, security lights, tree trimming, damaged facilities, and power outages.
• Maintains files and records.
• Maintains files for applications, change location records, customer call records, gas, and water work orders, customer request forms, Project Help forms, and other related records.
• Receives and makes changes to commercial garbage billing from the Sanitation Department, and makes appropriate billing adjustments.
• Scans and indexes utility applications, attachments, billing correction forms, and other related utility documents into the computer.
• Responsible for searching for and collecting outstanding balances on customers' old bills or establishing satisfactory payment arrangements with customers prior to connecting new utility services.
• Completes and issues Credit Denial form to customer if the customer is unable to pay or make satisfactory payment arrangements.
• Furnishes information to other City Departments and other entities as needed.
• Assists Dispatching by taking trouble calls during major power outages.
• Fills in for other Customer Service personnel as needed.
• Performs other duties as assigned.

Essential Functions:

• Even temperament and works well with the general public and employees.
• Operate a personal computer and enter data accurately.
• Able to read and write legibly.
• Able to communicate verbally and speak clearly.
• Able to work under very stressful and hectic conditions.
• Maintain good attendance and report to work on time.
• Work with minimum supervision.
• Work with the call center system to answer and manage customer calls.
• Operate various office equipment.
• Work Monday through Friday, 8:00 a.m. to 5:00 p.m., and work overtime when necessary. (Work hours are subject to change).
• Subject to pre-employment, post-accident, reasonable cause, and return-to-duty drug and alcohol testing as required by the U.S. Department of Transportation and/or the City of Florence.

Minimum Qualifications, Experience, Training, & License:

• High School Diploma with coursework in office administration or business administration, including accounting, data processing, payments processing, and record management, or equivalent training or experience.
• Requires a minimum of five years of responsible work experience in a similar or related job.

Required Knowledge Skills Abilities:

• Must enjoy working with the public and have good public relations skills.
• Ability to work under very stressful and hectic conditions.
• Able to work closely with other employees and maintain good employee relations.
• Have a distinct and understandable speaking voice and be able to communicate effectively with customers.
• Ability to operate a personal computer and be knowledgeable of customer service applications.
• Knowledge and ability to set up and maintain a standard filing system.
• Ability to calculate utility bills and calculate billing adjustments.
• Must be able to perform mathematical calculations.
• Considerable knowledge of joint-utilities rules, regulations, service policies, and requirements.
• Knowledge of electricity, water, sewer, gas, and sanitation billing rates.
• Considerable knowledge of the operating procedures for Customer Service.
• Knowledge of customer utility accounting and billing procedures.
• Knowledge of engineering requirements for electrical service.
• Knowledge of service and construction procedures.
• Knowledge of service area (Lauderdale County).
• Thorough knowledge of office practices and procedures.
• Ability to type 50 wpm preferred.
• Knowledge and ability to research Customer Service records to resolve customer problems and answer questions.
• Must be able to keep customer data and transactions confidential.
• Knowledge of collections functions.
• Must be able to handle irate customers in a professional manner.
• Ability to perform diversified job duties.
• Ability to work with minimum supervision.
• Ability to work in a stressful high-volume customer-facing and/or call center setting.
• Must be honest and dependable.
• Must be able to attend seminars when required.

Physical Demands *With or Without Accommodations:

• Close mental and visual concentration is required.
• Able to communicate well, both verbally and written, with others.
• Able to perform duties accurately and quickly.
• Able to work under very stressful and hectic conditions.
• Requires prolonged sitting with some standing, walking, bending, stooping, and lifting.
• Able to stay at work station for a prolonged time.

Equipment/Tools Used: Personal computer, networked computer terminal, printer, calculator, copier, telephone, fax machine, shredder, scanner, barcode reader, and other office equipment.

Applications may be used for up to ninety (90) days for similar job postings. The City of Florence, Alabama is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities.