Senior Utilities Customer Service Representative

Job Title

Salary: $22.50 - $28.13

Job Description: Under general supervision, mentors and leads employees involved in the Call Center, Cashiering, and Remittance Processing mailroom. Provides customer service assistance to customers regarding wide array of topics including but not limited to education on programs and resources, as well as activation, closing and transferring water utility accounts. This position is also responsible for handling financial transactions on a daily basis and creating and processing work orders for field crews.

Essential Job Functions

Will monitor and lead employees involved in the Call Center, Cashiering, and Remittance Processing mailroom; ability to assist employees and communicate with customers in Call Center and Cashiering and resolve the more complex complaints/issues; schedule coverage in Call Center & Cashiering including breaks and lunches and perform the duties of sorting through payments.

Responsible for providing assistance to customers regarding a broad range of information in a timely and courteous manner including but not limited to activating, closing or transferring water utility accounts for new/existing customers.

Responsible for all department cashiering functions such as balancing cash drawers, preparing associated deposits daily and conducting daily reconciliation.

Will accept and process payments for multiple services from walk-in customers, customers over the phone, night depository and mailed-in payment information and enter into CIS system for immediate posting and provide receipts or confirmation numbers to customers.

Shall analyze customer inquiries and conduct research including but not limited to contacting citizens, various internal and external sources to obtain accurate information to assist customers.

Responsible for answering questions and providing accurate information to customers regarding billings, payment schedules and other services provided and identify appropriate documentation necessary to complete various processes.

Other Job Functions

Will plan, direct, monitor and provide management oversight for Water Treatment, Laboratory Services, and Water Resource Services activities. Manages staff activities, including hiring, performance evaluations, discipline, safety assurance, and other duties supporting a team environment.

Plans, directs and monitors preparation and implementation of annual operating budget and capital improvement projects for Water Treatment, Laboratory Services, and Water Resource Services

Plans and implements actions that ensure meeting all regulatory requirements for water treatment, production, pretreatment, watershed management, and laboratory services.

Minimum Qualifications

Knowledge, Skills and Abilities Required

Knowledge of proper telephone etiquette.

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 handling/management protocol.

Skill to operate such software applications such as CIS billing system, bill/payment website, payment processing application, Advanced Metering Infrastructure (AMI), identification validation service, and etc.

Skill in providing quality customer service, especially in high conflict situations. Ability to multitask.

Skill in the investigation and determination of facts.

Skill in accurately entering data and properly coding data to achieve desired results.

Skill in typing 35 wpm.

Ability to calculate complex utility billing and adjustments.

Ability to provide accurate information and assist customers via multiple points of contact (Call Center ACD call queue, email, web, fax, and in person)

Ability to open and sort payments received by mail and check amounts for irregularities.

Ability to understand, utilize and decipher computer software applications such as CIS billing system, Advanced Metering Infrastructure (AMI), e-bill/payment website, payment processing application, remittance payment processor software application and personal identification verification system.

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 listen and communicate over radio transmitters.

Ability to organize and relay detailed information; including billing/payment records and delinquency process.

Ability to understand oral and written instructions.

Ability to perform a variety of physical skills including, but not limited to bending, hearing, seeing, and writing by hand.

Ability to operate a variety of office equipment including, but not limited to multi-channel radio, PC, keyboard along with various software, telephone, facsimile, copier, shredder, printer, mail opener, remittance processor, cash register and calculator.

Ability to file and process mail.

Ability to establish and maintain effective working relationships with work associates and the public.

Ability to read and interpret general correspondence, City codes, ordinances, policies and manuals.

Qualifying Education and Experience

A high school education or GED

Three (3) years Call Center, Cash Handling, Customer Services and general office work experience.

Years of experience must include lead and/or supervisory responsibilities.

Employment Screenings Required: Criminal background check

City of Arlington is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace that is free from discrimination. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable federal, state, or local laws.