Customer Service Representative

Job Title

Positions assigned to this class are responsible for providing routine, prompt and courteous customer service at the front desk, over the telephone and on-line to internal and external customers.

Distinguishing Characteristics

This is an intermediate level administrative classification in the customer service job family. Work is focused on mastering routine knowledge, tasks and assignments and follows standard methods and procedures for completing assignments.

Essential Duties

The following are intended to describe core work functions of this classification. While the level and broad nature of essential duties may not change, specific work tasks will vary over time depending on the Town's needs.

• Provides prompt and courteous customer service to Town customers; responds in a timely manner to customer requests for information regarding utility billing, balances, payments, requests for new service and disconnections, various meter type sets/removals, repairs, maintenance, general account questions or issues, and online account assistance.
• Explains policies, procedures, codes, and ordinances pertaining to utility customer services and other Town ordinances and processes to a diverse group of people while listening and communicating effectively.
• Completes actions such as receiving and applying various payments to accounts, processing account changes, establishing new service and service disconnection, setting and removing residential and commercial meter types, and submitting work order requests for service to field office.
• Maintains and balances cash drawer utilizing proper cash handling techniques and prepares daily transaction report.
• Utilizes utility/billing systems, billing best practices, business devices, and software to complete daily tasks; proficiently accesses and inputs information on several computer screens.
• Updates customer account status; tracks individual accounts balance and activity as needed; creates and sends out final bills to customers upon account closure and calculates customer refunds.
• Creates works orders related to transfers/disconnects, installing new meters, account maintenance/repairs, account shut-offs and meter locks/unlocks; calculates hydrant meter fees for installation, repairs, and relocation and creates associated work orders for field staff.
• Prepares, edits, and processes customer payments; calculates daily deposit amounts and prepares related reports.
• Performs routine office support activities.
• Performs related work as assigned.

Minimum Qualifications (At Job Entry)

Education and Experience: High School Diploma or GED and 1 year of related experience; or an equivalent combination of directly related education and experience.

Licensing/Certification Requirements

• None

Knowledge

• Basic mathematics, basic accounting/record keeping principles;
• Standard office equipment including the computer and programs relevant to the performance of applicable duties and responsibilities;
• Customer service principles.

Skills

• Following complex oral and written instructions;
• Using computers and related software applications;
• Providing customer service;
• Remaining calm and professional when dealing with frustrated and/or angry members of the public;
• Maintaining a high level of attention to detail;
• Maintaining confidentiality of records;
• Prioritizing work and multi-tasking;
• Entering data into computerized systems;
• Maintaining various records and files;
• Communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, and other interested parties sufficient to exchange or convey information and to receive work direction.