Customer Service Representative

Utilities Customer Service Representative

This is general customer service, clerical and light bookkeeping work in administration of utility billing. This work involves answering a large volume of phone calls from residents regarding utility billing inquiries and providing courteous customer service, opening/closing accounts, and processing billing adjustments/charges. Work is performed under the general supervision of the Supervisor assigned to.

The following duties are normal for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

• Responds to telephone and walk-in customer inquiries and complaints and provides detailed and accurate information regarding the utility billing process and requirements.
• Reviews and reconciles accounts for correct rates and services and adjusts accounts accordingly.
• Prepares correspondence in response to customer inquiries.
• Receive and process customer payments.
• Monitors illegal usage report; researches customer accounts to facilitate collection for unauthorized usage of water/sewer/garbage.
• Researches bad debts and initiates collection procedure; processes write-offs of bad debts; researches liens as needed for title search requests.
• Prepares payment agreements as needed; calculates and tracks compliance of payment arrangements made for customers who are having difficulty paying their bill.
• Performs various clerical duties; prepares daily deposit, data entry, processing work orders, researching returned mail, customer file maintenance, typing and filing.
• Validates cash and checks for utility billing payments, permits, MCR's, tap cards and other receipts and balances cash edits.
• Sells beach stickers.
• Processes NSF Checks.
• Fosters positive employee relations and employee morale on a City-wide basis.

High School graduation or possession of an acceptable equivalency diploma. Two (2) years of professional, verifiable general office experience. Cashier experience preferred. Requires demonstrated ability to effectively utilize personal computer and office software such as Microsoft Word, Microsoft Excel, and Microsoft Outlook. Knowledge of collection methods and procedures. Knowledge of the City's policies, procedures, and practices. Skill in effectively assisting customers. Ability to provide courteous customer service. Ability to enter and retrieve data accurately into the City's mainframe system or other required application. Ability to establish and maintain effective working relationships with employees and the general public. Ability to communicate effectively in oral and written form. Ability to manage and prioritize routine, specialized and complex assignments and problems utilizing knowledge acquired through prior education, training, and experience. Ability to adapt to an evolving and continually improving environment. Punctuality and regular attendance are essential functions of this position.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear, use hands to finger, handle, feel, or operate objects, tools, or controls, and reach with both hands and arms. The employee is occasionally required to walk and stand. The employee must occasionally lift and/or move up to 10lbs. Specific vision abilities required by this job include close vision and the ability to adjust focus. Ability to sit at a desk and view a display screen for extended periods of time. Ability to enter data at a prescribed rate of speed. Work inside in an office environment.