Senior Customer Service Representative

General

Purpose:

Performs routine and complex supervisory, clerical, administrative, customer service and data processing work in the management and billing of utility and other public services.

Receives direct supervision from the Customer Service Representative (CSR) Supervisor.

In cooperation with senior management, exercises supervision over the customer service representatives.

Responsible for performing, supervising and coordinating the maintenance of accurate and accessible records for active and inactive utility service accounts, overseeing, mentoring, coaching and training customer service representatives, receipt of payments, and other related duties for the provision of excellent customer service and maintenance of good community relations, and proper accounting and posting of payments, billings and adjustments.

Develop billing expertise and provide back-up to billing support when necessary, customer service, payments, service orders, and work order requests amongst subordinates, utility customers and utility administration software/product vendors.

Develops and maintains expertise in all facets of Utility Administration operations, including work processes, multiple software systems (Incode, Neptune, etc.), and general operations (payment processing, adjustments, reconciliation, etc.). Trains and ensures cross-training of all subordinates.

Determines work procedures, prepares work schedules, and expedites workflow; studies and standardizes procedures to improve efficiency and effectiveness of operations.

Issues written and oral instructions and direction.

Assigns duties and examines work product, procedures and processes for accuracy and conformance to policies and procedures.

Studies, standardizes, and initiates procedures to improve efficiency of departmental operations and subordinate work flow.

Maintains harmony among workers , resolves grievance s and, in cooperation with the Utility Administration Manager and CSR Supervisor, addresses performance and disciplinary issues in a timely, consistent and professional manner in accordance with established City and departmental policies . Must have the ability to work professionally with all fellow employees, customers and all other internal and external stakeholders and maintain a professional and open attitude at all times.

Mentors, trains, and assists subordinates in performing customer service, payment collection, and complaint resolution duties . Addresses routine and complex customer service matters ensuring excellent customer service interactions.

Reviews billings for correctness and accuracy and recomputes and reissues bills that have been issued to customers incorrectly.

Works closely with billing technicians and meter technicians and coordinates meter readings and rereading of meters when necessary, including where there appears to be inconsistency with past readings.

Researches, reconciles, communicates, and adjusts billing errors and customer complaints.

Processes work orders for utility move-ins, move-outs, disconnections, reconnections , new orders, and other City service requests.

Maintains current and inactive customer account files; assists in reconciling utility billing activity with the general ledger working directly with the City's Finance department .

Maintains and develops knowledge regarding federal, state and local laws of general and specific applicability to local government and utility administration operations, including interpreting City ordinances relating to utility services and offering suggested updates to City ordinances and utility administration processes when necessary.

Fields telephone calls and customer visits concerning utility billings or services; handles routine questions and matters of a more complex nature.

Balances daily cash receipts and reconciles departmental records with control records. Prepares and coordinates the utility billing schedule with the Finance and other departments .

Compiles data and prepares a variety of routine and non-routine reports.

Assists in the development and implementation of annual department budget.

Performs other essential duties as determined by the Utility Administration Manager or CSR Supervisor to achieve successful operations of the department.

Regular and timely attendance (report to work on time, work scheduled hours, utilize leave responsibly ensuring sufficient coverage to maintain operations, etc.) is an essential job function.

May serve as a member on City or departmental committees, as assigned.

Other duties as assigned.

High school diploma or GED equivalent;

Two (2) to four (4) years' experience in municipal utilities and/or office management experience (including managerial);

Two (2) years of related college level training; or any equivalent combination of education and experience.

Must possess a Valid State class "C" Driver's License, or…