Customer Service Representative I

Customer Service And Clerical Support

The purpose of this position is to provide customer service and clerical support for department utility billing and collections functions. Work involves greeting and assisting customers in person and over the phone. This role performs a variety of routine and complex customer service functions including researching problems, responding to customer complaints, inquires and service requests, receiving and posting payments, and balancing the cash drawer. Successful performance contributes to the efficiency and effectiveness of department operations.

Requires close cooperation and interaction with other staff assigned to the Water Works billing office, Water Works field office staff, finance department staff, and the general public.

Responsible for, but not limited to the following:

• Provide assistance to customers in person, via telephone, and online in a timely and professional manner. Assistance to customers includes, but is not limited to, accepting payments by check, cash or credit card, setting up bank drafts and recurring credit card payments, updating account information, resolving billing inquiries, and providing account status.
• Receive customer payments, accurately post payments to the correct customer accounts, and provide receipts.
• Process new construction payments.
• Utilize utility billing and other software applications to post payments, assist customers with their account inquiries, and initiate, transfer or terminate water service.
• Maintain customer utility accounts, including new account setup, verification of account information, changes/corrections in name/address, and changes in service.
• Assist customers with account adjustments and payment plans.
• Respond to customer inquiries and provide information related to water services, explaining applicable City policies and procedures as needed.
• Research and resolve customer complaints, escalate issues as needed.
• Work with other departments as needed to resolve customer issues.
• Prepare and maintain reports, receipts, and other necessary documentation.
• Generate, dispatch and/or process water utility maintenance service orders, as needed.
• Ensure account numbers correspond with city sewer and garbage accounts.
• Maintain radio contact with Meter Readers.
• Count and balance cash drawer.
• Perform basic account reconciliation.
• Perform general administrative tasks including correspondence, copying, and filing.
• Must maintain regular and timely attendance in accordance with your assigned schedule.
• Support the relationship between the City of Enterprise and the general public by demonstrating courteous and cooperative behavior when interacting with citizens and City staff; maintain confidentiality of customer and City information.
• Represent the City of Enterprise in a professional manner at all times.
• Adhere to the highest standards of ethical business conduct and compliance by acting lawfully, ethically, honestly, and professionally in the performance of job duties at all times, as well as remaining compliant with the City of Enterprise policy and procedures as it relates to job functions.
• Perform other duties as assigned.

Bilingual preferred.

• Knowledge and understanding of department billing and collections policies and procedures.
• Knowledge of computers and job-related software programs.
• Proficient with Microsoft Office Suite or related software.
• Ability to perform mathematical calculations quickly and accurately.
• Ability to count money, reconcile receipts, and balance a cash drawer.
• Strong attention to detail.
• Excellent customer service skills.
• Ability to work collaboratively with a team and interact professionally with co-workers, customers, and the general public.
• Effective communication skills, both orally and in writing.
• Ability to effectively follow written and verbal instructions.
• Strong problem-solving skills.
• Strong interpersonal skills.
• Excellent organizational and time management skills; with the ability to effectively prioritize work.
• Ability to act with discretion, tact, and professionalism in all situations.
• Ability to effectively analyze customer service issues, evaluate solutions, and make appropriate recommendations.
• Must be able to pass background screen and drug testing.

High School diploma or equivalent is required; business or office-related training preferred. At least two (2) years of customer service or clerical experience is required; previous experience in utility billing is preferred.