Customer Service Representative

Utility Customer Service Representative

Department: Utility Billing

FLSA Status: Non-Exempt

Hourly Salary: $14.65/hr

Position Overview Perform a wide variety of duties related to the support of City-owned utilities including cashiering and clerical tasks related to billing, cashiering, and customer accounting functions of water and sewer accounts. Provide internal and external customer services by responding to questions and customer concerns and attempting to resolve the problem according to guidelines established by the department. This position reports directly to the Customer Service Supervisor.

Essential Job Functions
Essential duties and functions, pursuant to the American with Disabilities Act, may include the following. Other related duties may be assigned.
• Directly deal with customers through various ways: face to face, by phone, by electronic mails responding to account and billing inquiries and adjustments, requests for service and other issues related to water utility services.
• Use various computer applications to prepare documents, data entry, and email
• Communicate effectively, both orally and in writing with customers, co-workers and others providing feedback and strong problem-solving skills.
• Record the details of every action taken; as well as complaints, comments, and inquiries from customers, and maintain confidentiality of information.
• Completes work and projects in a thorough and timely manner with strong accuracy and attention to detail. Understands and follows directions from supervisor and others in the department.
• Accepts payments by cash, check, and credit card. Balance and prepare deposit daily. Safeguarding cash/check.
• Return customer phone calls assigned to you and complete request with a resolution through Cityworks; answer incoming calls when available.
• Maintain customer file maintenance; update mailing addresses, phone numbers, and email addresses.
• Process new accounts; make copies of required documents, check/collect for any unpaid balances at previous locations, and get signed consumer contract, as needed.
• Scan and attach documents into Tyler Content Management by account/customer number.
• Set accounts to final per written request from customer.
• Enter service orders for reconnects and remove special condition code for accounts locked off for nonpayment, once payment has posted.
• Cancel/complete work orders and notify Utility Billing Coordinator to remove disconnect fees for those customers who pay before account is locked off for nonpayment.
• Accept and process E-billing forms/set up in system.
• Accept forms for debit authorization/cancellation and pass along to Accounts Manager.
• Assist customers requesting for leak, pool, onetime adjustments; ensure form is filled out completely, attach receipts, print consumption report, add special condition code to account, and file accordingly per cycle.
• Coordinate with customers regarding adjustments denied or made to account, document the account, and remove special condition code if applicable.
• Apply drop or mail payments as needed.

Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Exceptional customer service skills that involves receiving and responding to customers concerns and needs.
• Ability to remain calm in stressful and sometimes verbally abusive situations.
• Exceptional communication skills by the ability to communicate effectively with face to face and phone customers with a clear and concise understanding.
• Ability to communicate with other departmental staff and maintain an effective working relationship with others.
• Self-sufficient in organization skills by completing assignments with accuracy and in a timely manner.
• Computer literate with the ability to learn the various software applications.
• Must demonstrate a typing skill of 30 wpm.
• Ability to make mathematical computation quickly and accurately.
• Ability to use analytical thinking and reasoning to solve a problem.
• Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea and follow-up.
• Ability to follow a systematic method of performing a task.
• Ability to multi-task in a high-pressure environment.
• Ability to apply city, state, and federal policies, laws and regulations.
• Make sound judgements while adhering to city ordinances and codes.
• Basic clerical work including, but not limited to typing, filing, and organizing, record keeping, basic mathematics and accounting techniques.
• Works effectively under pressure and with frequent interruptions.
• Ability to be flexible and available to work at either office location.
• Ability to work on frontline or drive thru.

Education and Experience
High school diploma is required. One to three years of high-volume cash handling experience. Two to three years of increasing responsible customer service and basic clerical experience, or an equivalent combination of education and/or training.

Required Licenses or Certificates
Must possess a valid Mississippi driver's license.

Physical Demands and Working Conditions
Physical requirements include occasional lifting/carrying of 10+ pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting and kneeling to perform the essential functions. Working conditions are indoors.