Customer Service Representative

Position

Purpose:

Provides courteous and efficient customer service and answers basic customer inquiries. Provides routine administrative support to assigned group.

• Answers telephone calls and/or email regarding service, operation or maintenance. Answers basic questions and provides information. Processes customer complaints and forwards to proper department ensuring that accurate that messages are delivered in a timely manner.
• Receives payment and posts to proper account.
• Processes utility billing department requests and complaints. Examines meter reading schedules (to see if early reading increased billing period), meter read records, computer / accounting records, and other related sources to determine if correction is required of meter reading or billing error. Prepares forms required for correction of meter reading or billing errors.
• Sets up new customer accounts and prepares final bill refunds and transfers following established procedure.
• Processes customer requests for service or start/stop service. Explains procedures for starting service as necessary. Enters service‑related work orders into system.
• Performs clerical and administrative duties including processing regulatory reports, performing code updates for sewer clients and updating inspection and testing results. Composes and initiates routine correspondence and memoranda such as leak letters and back flow letters. Edits and proofs documents for grammar, spelling, and clarity of expression, organization, and conformance to company specifications.
• Creates, runs and distributes standard and customized periodic reports, to communicate follow‑up requirements and to summarize reports, etc.
• Maintains organized computer and/or hard copy files for easy identification and retrieval. Assists field service crews by maintaining efficient filing of customer account information.

• Spends most of time in an office environment with normal noise levels.
• Occasional visits to plant areas.
• Hours, days and shifts may vary in order to cover 24‑hour customer service function.
• Possible Work Hazards:
  
  Must take care in moving or lifting office supplies. Infrequent exposure to plant hazards including noise, heavy equipment, chemicals and fumes.

• High School Diploma/GED is required.
• At least one year internal or related experience with basic knowledge of departmental function and terminology.

• Clear understanding of general math (ability to add, subtract, multiple and divide in all units of measure, using whole numbers, common fractions and decimals.
• Must demonstrate the ability to read, write and comprehend written and verbal English.
• Knowledge of general office practices and procedures and ability to use all office machines.
• Must demonstrate effective oral and written communication skills with good vocabulary, good grammar and the ability to independently compose routine written internal or customer communications.
• Good telephone etiquette.
• Accurate typing speed of 50 words per minute, PC skills with good working knowledge of MS Word, MS Excel and exposure to departmental software programs.
• Ability to maintain spreadsheets and modify formats in order to complete assignments.
• Must demonstrate ability to pay close attention to details, and present good planning, organization, and time management skills.
• Must be able to work effectively with interruptions and meet or exceed production and quality goals.
• Ability to handle confidential or sensitive information or issues.
• Must demonstrate ability to work in a team environment and willingness to assume additional or new responsibilities readily.
• Must be able to work varying shifts if required.