Customer Service Specialist (Billing)

: Description

This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates. The Customer Service Specialist, as part of the Finance Division -Billing Team, is responsible for overseeing all utility billing and meter reading functions, as well as playing a key customer service role, including dealing with difficult customer inquiries and problems.

Examples of Duties

Interact with customers in-person, by phone, email and chat. Answer routine customer requests and complaints for service and billing. Adjust bills and verifies accuracy of account files. Perform pre-bill analysis and validation for billing and data maintenance. Manage account investigations (delinquent, illegal usage, etc.). Follow security and safety policies and procedures in carrying out work duties. Provide on the job training. Schedule meter read appointments. Maintain chronological records of events and account activities. Administer customer applications and payment histories. Recommend improvements in policy, processes, equipment, methods and procedures.

Minimum Qualifications

• High School Diploma or GED
• 1 (1) year of experience in the operations, activities and processes of customer service operations