Customer Services Representative

Job Title

Under general supervision, performs specialized work in billing, collection and customer service. Provides work leadership and cross-training to new hires as Customer Service Representatives. Performs related duties as required.

Essential Job Functions

Coordinates work activities related to servicing customer accounts and provides routine guidance to newly hired Customer Service Representatives. Ensures compliance with the rate structure established by City Ordinance by verifying the accuracy of billed receivables through review of billing registers and other automated reports. Receives, researches, and responds to customer inquiries and requests regarding accounts, rates, services; follows up on customer inquiries to ensure satisfactory resolution. Researches and analyzes billing accounts and related issues; runs various reports as required; identifies inaccurately billed accounts, generates necessary service orders; and makes necessary corrections. Evaluates exceptions to customer billings and makes decisions that may require field investigation to resolve issues prior to processing billing. Monitors, evaluates and enters data relating to new meters included into inventory and meters changed out for accuracy to ensure proper accountability and to ensure timely and accurate billings. Ensures accuracy of adjustments and refunds to accounts within specific parameters when appropriate. Gathers, prepares and reports accurate statistical data. Receives payments and balances billing of utility accounts; prepares bank deposits and balances daily cash envelopes; requisitions and disburses petty cash; picks up money from bank and/or takes cash to bank. Sets up new accounts for commercial garbage service; types memos, forms, envelopes, runs various reports as required; coordinates and monitors payment arrangements for water customers; processes customer service mail. Mails statements, processes payments, completes deposit, verifications, credit referrals, name and address changes and other requests reserved by department; analyzes transactions; correct records, adjust errors.

Performs other duties as assigned. Regular, reliable, and non-disruptive attendance is an essential function of this position, as is the ability to create and maintain professional, harmonious working relationships with others.

Minimum Requirements

High School Diploma or GED with at least two (2) years customer service experience. Experience should include billing activities and providing detailed information to customers regarding service billing. Prior bookkeeping and account audit experience preferred.

Knowledge of office practices and procedures; knowledge of the policies, procedures, functions and activities of a municipal utility billing department. Ability to establish successful working relationships, to work under pressure, and/or with frequent interruptions; ability to work with angry or difficult customers and deal with the public requiring courtesy and tact; ability to follow instructions both written and verbal; ability to handle confidential information in a responsible manner; ability to perform simple mathematical computations. Ability to multi-task and operate typical office machinery. Must be able to accommodate the telephone calls and front counter as scheduled. Ability to plan, schedule and coordinate assigned work, analyze and determine office needs, maintain accurate records, express oneself clearly and concisely both orally and in writing, prepare clear and concise reports and correspondence, screen, obtain, and provide information, establish and maintain a records management system, compose, compile and organize information, explain policies, procedures, rules, regulations, and ordinances both inside and outside the organization.

Other Requirements

Valid driver's license required. Must have and maintain a good driving record in accordance with the driving standards as established by the City of Rowlett. Must report all traffic citations to his/her departmental Director or his/her designee within two working days of receipt.

Works primarily in climate-controlled office environment. Position requires some lifting (occasionally required to lift boxes, copy paper and garbage sacks weighing 35 lbs.) Physical demands are sedentary in nature but include walking, standing, reaching, and bending. Work may cause light fatigue of eyes and fingers because of routine use of motor senses.