JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE
DEPARTMENT: UTILITY BILLING
CLASSIFICATION: GRADE 8
FLSA STATUS: NON-EXEMPT
RATE OF PAY: HOURLY $13.45
NATURE OF WORK
This is responsible office support work in the Utility Billing Division which involves responding to a high volume of customer inquiries/complaints regarding their utility accounts. Work requires responding courteously and effectively to customer inquiries, which are sometimes controversial or adversarial; work well under pressure, analyze customer needs, and provide exceptional customer service. Work includes explaining services, policies, and procedures, or directing customers to appropriate individuals, departments or agencies.
Work involves responsibility for responding to and follow-up on citizens' inquiries/complaints, accuracy in placing and answering calls and inquiries, remembering names and office locations of personnel to achieve satisfactory problem resolution and providing general receptionist services. Work requires public contact, mental alertness, tact, accuracy, discretion and confidentiality in handling delegated administrative details. Work is performed in accordance with established practices under the general supervision and review of the Utility Billing Supervisor and is subject to review by the Director of Utilities.
EXAMPLES OF WORK
Answers telephone calls and greets all office customers; responds to inquiries from walk-in customers regarding utility service-related questions. Provides information pertaining to utility account information, utility service activation and/or disconnection, and other utility billing services and procedures. Receives, reviews, and processes contracts for new utility service accounts; complete forms for terminations and mailing address changes; prepares and processes service orders for city services. Responds to difficult complaint calls relating to billing policies or procedures; responds to personal and written inquiries and complaints relating to billing policies or procedures, and directs those that cannot be resolved to the Utility Billing Supervisor.
Inputs, retrieves, and updates customer data related to utility billing accounts. Documents complaints using computerized records. Maintains file for service orders. Determines amounts of electric and water deposits; completes forms for banks for direct debit of customer accounts; completes forms for budget accounts; and completes forms for deposit agreements, and completes forms for senior water discounts. Performs additional related duties as assigned.
MINIMUM QUALIFICATIONS OF WORK
High school graduation (or the equivalent), supplemented by courses in accounting and three to five years experience in customer service, maintenance of financial or billing records, and billing procedures; or any equivalent combination of experience and training which provides the following knowledge, skills and abilities may be considered: Considerable knowledge of customer service and standard office methods, procedures and techniques, English grammar and punctuation. Considerable knowledge of departmental operations, policies, user fees, connection fees, and City codes and ordinances pertaining to billing operations, and delinquent accounts. Considerable use in operating a computer and word processing software to maintain complex records and files and to produce reports and routine correspondence.
Ability to respond courteously and effectively to customer inquiries, which are sometimes controversial or adversarial and work well under pressure. Ability to deal effectively with co
This is a full time position
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