Customer Service Representative II

Customer Service Representative

This position is responsible for providing customer service for department operations.

• Uploads meter read data; reviews and validates readings; calculates and reviews bill for accuracy; processes and prints utility bills; prepares bills for mailing.

• Answers telephone and greets visitors; provides information and assistance; assists in resolving customer concerns and complaints.

• Sets up new accounts and billing rates; bills contract water users.

• Receives customer requests and prepares work orders.

• Processes delinquent notices; processes work orders to discontinue services for non-payment.

• Reviews and verifies automated payment accounts.

• Receives and processes in-person payments; issues receipts.

• Processes returned checks; notifies customers and follows-up for non-payment.

• Reviews and processes billing adjustments.

• Schedules repair appointments.

• Processes bankruptcy and foreclosure notices.

• Gathers information and prepares reports.

• Maintains department files and records.

• Performs related duties.

• Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent.

• Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.

• Knowledge of modern office practices and procedures.

• Knowledge of city and departmental policies and procedures.

• Knowledge of computers and job-related software programs.

• Knowledge of city utility billing policies and procedures.

• Knowledge of customer service principles.

• Skill in prioritizing and organizing work.

• Skill in the provision of customer services.

• Skill in the maintenance of files and records.

• Skill in the use of such office equipment as a computer, scanner, fax machine, and copier.

• Skill in oral and written communication.