Customer Service Representative

SUMMARY:

Performs work in accordance with the direction of the Customer Service Supervisor. Engage in customer service activities such as processing service orders and providing quality and courteous service to customers. Furnishes general and detailed information to customers regarding water services, billing inquiries and account information. Receives and processes requests for service installations, connections, discontinuance or changes in service and issues appropriate work orders, discontinuance orders, and final bills using the database system. Completes contract forms, determines charges for services requested, prepares change of address records and ensures appropriate documentation is maintained. Adjusts and processes customer complaints; provides recommendations on resolutions of customer complaints on complex matters requiring timely resolutions. Computes rebates and adjustments on bills; operates mail extracting and mail posting equipment to receive and process customer bills and routes and receives general incoming mail. Performs other duties as assigned to support the department and its mission.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.
Interacts with customers primarily by phone and by appointments and receives orders for installation of new service, turn on, discontinuance or change in service and issue appropriate work orders, discontinuance orders, and/or final bills via database system maintenance.
Fills out contract forms, determines charges for service requested, prepares change of address records and issues appropriate work orders.
Adjusts and handles customer complaints concerning billing or service rendered, referring difficult complaints from customers to designated departments or supervisor for investigation.
Processes builder/contractor applications for water, sewer and fire services.
Computes rebates and/or adjustments on bills.
Furnishes general information to customers regarding water services and billing inquiries.
Performs a wide variety of administrative account-keeping and related tasks, to include Maximo, typing letters, reports and general correspondence.
Maintains daily log of activities and customer contacts.
Receives and responds to normal and/or escalated customer complaints and inquiries via telephone, in person and/or in writing. Explains division policies and procedures.
Evaluates minimum payment requirements based on departmental policies and procedures. Establishes delinquency arrangements or customer payment plans. Initiates appropriate work orders to terminate or restore service.
Completion of all user tasks on a daily basis.
May serve in capacity of cashier/receptionist in support of office operations.
Proficient in English language written and verbal.
Performs other related duties as required.
Required Knowledge, Skills and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bi-lingual Spanish preferred.

Language Skills. Ability to develop plans and programs and to evaluate and prioritize work accomplishments; ability to present facts and recommendations effectively in oral and written form.
Mathematical Skills. Ability to calculate figures and amounts such as proportions, percentages, area, circumference and volume.
Reasoning Ability. Ability to analyze, interpret and report research findings. Ability to establish and maintain effective working relationships with employees, official’s division and department managers and the public; tact and courtesy, good judgment, thoroughness and dependability. Ability to maintain confidentiality.

SUPERVISORY RESPONSIBILITIES:

None

EDUCATION AND/OR EXPERIENCE:
High school diploma or GED required. Associate’s degree or higher is preferred. Three years of progressively responsible experience in a Customer Services environment performing complex administrative and customer relations duties required. One year of Call Center experience required. Working experience and knowledge of database systems, Microsoft Office, Customer Information System or related software systems required. Must possess analytical and organizational skills and experience in the development and management of routine projects; possess strong interpersonal and communication skills both oral and written to present ideas and information in a clear, concise, professional, and courteous manner required. The ability to obtain Certification in Customer Service within one year of service preferred. Good knowledge of general office operations and procedures and must be able to operate general office equipment such as a copy machine, fax machine, and multi-key calculator required.

CERTIFICATES, LICENSES, REGISTRATIONS:
Must possess a valid drivers’ license.

PHYSICAL DEMANDS:

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. 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 regularly required to sit, use hands to finger, handle or feel objects, tools or controls, reach with hands and arms, and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here 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. The noise level in the work environment is usually moderate.

JOB ANNOUNCEMENT #: 24-24

PAY GRADE: 09