Customer Service Rep

Primary Role:

Performs general work according to specific routines in the customer service operations.

Key Accountabilities:

Front Teller Duties Greet and address any customer questions or concerns, process customer payments, balance payment drawer, prepare daily deposit, process and maintain hydrant rentals, prepare welcome bags for new customer turn-ons.

High bill investigation Research and resolve customer high bill issues including, creating service orders to verify high usage and contacting customer to identify potential cause of high consumption. Resolution would include working with the billing department to adjustment customer's bill as needed.

Payroll Process and enter employee timesheet information into timekeeping system.

New Service Inquiries (NSI) CSR administratively supports NSI process upon receiving completed application: inputting customer information into SAP and creating service order(s) to have work performed.

Input meter reads (as needed) Input meter reads into SAP that were previously not received in the field. Subsequent follow-up service orders may need to be created for these customers if meters need to be replaced.

Customer Service line Answer calls from customers regarding high bills or any other concern. These calls may result in the CSR creating a service order to investigate issues and subsequently create a BPEM.

Provide reporting assistance relating to meter reading and service order completion or provide additional business support, within the general framework of their role, as needed.

Education:

High school diploma or equivalent.

Skills:

Ability to perform the essential functions and physical requirements of the job.

Ability to carry out oral and written instructions.

Ability to read and interpret data, information and documents.

Ability to analyze and solve problems; observe and interpret situations; and use math and mathematical reasoning.

Ability to demonstrate effective communication skills.

Ability to perform general computer skills (e.g. Excel, Word, typing, calculator).

Knowledge:

General knowledge of routine clerical work.

Knowledge to communicate an understanding of the rate structure, allotment system, common billing water issues and drought impacts affecting our local water system.

Professional appearance; ability to meet the