Customer Service Representative

Job Description

Provide customer service support for department operations and receipting payments. This role will serve as the first point of contact for customers and visitors, managing inquiries, resolving payment and account issues, and maintaining accurate records.

• Answer telephone calls and greet visitors.
• Provide information and assistance, resolving customer concerns and complaints.
• Identify account errors on submitted payments, provide corrections, and take steps to ensure proper payments.
• Contact customers to correct payment issues.
• Receive customer requests and generate work orders.
• Monitor customer accounts for zero water usage as an early indicator of potential meter repairs.
• Maintain accurate bank drafting (ACH) files.
• Process returned checks, notify customers, and follow up for non-payment.
• Assist customers in understanding Water Analytics tools available to monitor and understand their water usage.
• Schedule repair appointments.
• Collect information and prepare reports.
• Maintain department files and records, including customer account records in the Customer Information System (CIS) software.
• Perform related duties as assigned.

• Ability to read, write, and perform basic mathematical calculations at a high‑school level.
• Experience that demonstrates an understanding of the basic principles such as an apprenticeship, internship, or 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 maintaining files and records.
• Skill in using office equipment such as computer, scanner, fax machine, and copier.
• Skill in oral and written communication.