Lead Customer Service Representative

Job Description

Job Description

About Us : 

The City of Fulton Finance and Utilities Departments work together to provide reliable, professional service to our community. From managing the city's financial operations to delivering electricity, natural gas, water, sewer, and solid waste services through one convenient utility bill, our team is committed to serving residents with efficiency, accuracy, and exceptional customer service.

Benefits We Offer to Full-Time Employees:

• City paid insurance premiums for the employee (Medical, Dental & Vision)
• Paid time off (Vacation, Sick Leave, Family Leave)
• 15 Paid Holidays
• Voluntary Supplemental Insurance (Accident, Short-Term & Long-Term Disability)
• Free Legends Rec-Plex membership
• Overtime (as needed)
• Lagers retirement with employer match
• Nationwide retirement with employer match
• Discounts for local restaurants
• Plus, so much more...

Job Summary:

Assists with training and guidance of customer service staff, supports daily workflow operations, and serves as backup to the Utility Billing Supervisor. Provides customer service by processing payments, work orders, and responding to inquiries. Coordinates with the Utility Billing Supervisor to establish standard operating procedures.

Customer Service Job Activities:

A. Assists with coordinating daily workflow within the customer service area.

B. Assists with training and guidance of customer service staff.

C. Assists with resolving escalated customer service and utility billing issues. Investigates and responds to customer inquiries.

D. Generates work orders relating to customer requests for utility service ensuring accuracy, completeness and timeliness.

E. Reviews and updates customer accounts from completed work orders for accuracy, completeness, and timeliness, and maintains files in an orderly fashion.

F. Receives and applies customer payments for utilities and other miscellaneous receipts with accuracy.

Utility Billing Job Activities:

A. Reviews meter readings and billing register, ensuring completeness and accuracy.

B. Serves as backup to the Utility Billing Supervisor as needed.

C. Develops and maintains working knowledge of Utility Billing Supervisor duties.

Miscellaneous Job Activities:

A. Provides back-up for other staff persons as needed, ensuring professionalism and thoroughness.

B.  Deals with the public and internal staff professionally and courteously.

C.  Responds to requests by immediate supervisor in an accurate, complete, and timely manner.

D.  Performs all duties assuring compliance with established City codes, ordinances, and policies, and other applicable laws and regulations.

E.  Maintains an awareness of safety issues, ensuring compliance with all safety procedures.

Physical Requirements and Work Environment:

The physical demands and work environment characteristics described below are representative of those an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

A. Ability to sit for extended periods while performing computer and customer service duties.

B. Ability to stand, walk, bend, and reach occasionally throughout the workday.

C. Frequent use of hands and fingers for keyboarding, data entry, and operation of standard office equipment, requiring manual and finger dexterity.

D. Ability to communicate effectively in person, over the telephone, and through electronic communication.

E. Ability to read, review, and prepare written documents, reports, and computer screens.

F. Ability to occasionally lift, carry, or move items weighing up to 20 pounds, such as office supplies, files, or equipment.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor, subject to reasonable accommodations.