1) Customer Service Rep I

Summary

Perform utility account maintenance and research; processes all types of payments for utility service and general government; communicates with the public by performing the following duties.

• Participate in the provision of customer service to approximately 30,000 combined utility customers, answering approximately 59,000 phone calls a year and processing approximately $ in utility and general City payments each year.
• Accept, enter and balance payments and deposit monies.
• Enter information in billing software.
• Answer phone, email and in‑person inquiries about utility accounts and general City information.
• Operate and use imaging software for archiving and research.
• Research customer complaints and comments, then communicate results to the customer.
• Research customer payments and determine if a payment has been misapplied.
• Set up, transfer and terminate utility services.
• Notate accounts with pertinent information.
• Review accounts to ensure qualification for extensions upon customer request and grant or deny extensions based on City policy.
• Prepare adjustments to utility accounts.
• Communicate by radio, in person, by phone and email with staff and customers.
• Operate office machines.
• Work in a safe manner.
• Maintain various files.
• Prepare various forms.
• Process returned mail.

None.

Education and/or

Experience:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language

Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Mathematical

Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer

Skills:

Demonstrated skills in Microsoft Word, Excel, Outlook or other similar software and ability to learn and operate a variety of software programs.

Certificates, Licenses, Registrations: Must be able to be bonded in the State of Arkansas.

Physical Demands: While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment: The noise level in the work environment is usually moderate.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.