Customer Service Representative II

Customer Service Representative

Full performance level in the customer service field requiring considerable knowledge of customer relations, techniques, and problem solving; under direction, receives customer inquiries related to water and sewer service and investigates and resolves customer inquiries and complaints. Provides needed coverage for Customer Service I Representatives.

Job Functions

• Provides high-level customer service by assisting customers with a range of service complaints and discrepancies regarding their utility bills.
• Responds to customer inquiries via telephone, email, and in person interaction.
• Investigates and resolves account inquiries utilizing internal billing software.
• Receive and process New Service and Termination applications online and in-person.
• Process bill corrections, payment arrangements, field investigations, waivers or adjustments, and completes service order requests.
• Processes delinquent account information and records service terminations and restorations.
• Composes and prepares customer correspondence using word processing software.
• Provides accurate billing software documents to customers upon request.
• Composes and enters memos on customer accounts.
• Maintains accurate documentation of phone calls.
• Completes contract forms such as change of address records or enrollment in automatic payment methods.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situation involving dissatisfied customer, offering patient assistance and support.
• Guide callers though troubleshooting, navigating the City site or using Customer Self Service Portal.
• Assist in training new employees in system navigation and customer service techniques.
• Process credit card transactions by phone or in person.
• Collects monies and issue receipts for utility payments.
• Scan checks for electronic submission to bank.
• Process payment reversals.
• Generate written correspondence with residents regarding delinquent status.
• Performs all related duties.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent.
• Two years full time employment interacting with public in a customer service environment.
• Two years full time work experience utilizing a personal computer and word processing software.
• General city water/sewer knowledge.
• 2-4 years office/clerical or cashier experience required.

Supplemental Information

Knowledge of:

• General office practices and departmental policies
• Microsoft Office Suite
• English grammar, spelling, and punctuation
• Addition, subtraction, multiplication, division, and/or calculates ratios, rates, and percentages
• City utility operations including water/sewer billing
• Cash handling procedures
• Basic clerical office practices.

Skill in:

• Troubleshooting and problem solving
• Establishing priorities and organizing work
• Public and interpersonal relations
• Oral and written communication
• Handling monetary transactions, data entry, and of standard office equipment.

Ability to:

• Communicate effectively in both verbal and written form
• Interact in a calm, professional manner with the public
• Excel in a fast-paced environment
• Perform skilled work involving rules/systems with almost constant problem solving.
• Work independently and with a team.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Tasks include the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation. Some tasks require visual and sound perception and oral communication ability.