Customer Service Representative

UTILITIES CUSTOMER SERVICES REPRESENTATIVE
JOB SUMMARY:
Under general supervision, answers questions and provides information to the public regarding water bills, payment schedules and other services provided; sets up water utility accounts for new customers; and creates work orders for field crews.
ESSENTIAL JOB FUNCTIONS:
1. Ability to set up water utility accounts for new customers; ability to create and process work orders for field
crews including meter maintenance, re-reads, leakage, etc.
2. Ability to answer questions and provide information to the public regarding billings, payment schedules and other services provided; ability to arrange payment agreements up to $300.
3. Ability to accept payments from walk-in customers, enter payment information into system for immediate posting and provide receipts to customers; ability to accept payments for other services such as specification book sales, plat review abatement charges, and 3-way city contract payments from other cities.
4. Ability to operate mail opening and remittance processing equipment to post payments received; ability to open and sort payments received by mail and check amounts for irregularities.
OTHER JOB FUNCTIONS:
5. Ability to balance cash drawers and prepare bank deposits; ability to research and prepare account audits; ability to process bank drafting requests.
6. Ability to perform related duties such as processing requests for sewer line repairs, processing charitable
contributions, handling returned mail, and other miscellaneous assignments.
MINIMUM QUALIFICATIONS:
Knowledge, Skills and Abilities Required:
Knowledge of proper English, spelling and punctuation.
Knowledge of automated systems for billing on accounts, on-line cashiering and work management.
Knowledge of computer applications, computer equipment usage, and cash management protocol.
Skill in the investigation and determination of facts.
Skill in processing multiple requests quickly.
Skill in accurately entering data and properly coding data to achieve desired results.
Skill in performing complex calculations involving fee and rate structures.
Skill in typing 30-35 wpm.
Ability to listen and ascertain customer needs.
Ability to determine equitable solutions for customers in need.
Ability to count money and give correct change.
Ability to organize detailed information.
Ability to perform a variety of physical skills including, but not limited to filing, hearing, seeing, and writing by hand.
Ability to operate a variety of office equipment including, but not limited to mainframe terminal/ PC, telephone,
calculator. May be assigned to position that operates a remittance processor, mail opener, and cash register.
Qualifying Education and Experience:
A high school education. A minimum of two years experience in customer service, cashier or general office work, or any equivalent combination of education and/or experience.