Customer Service Representative ; A264115-3 Utility Billing

Position: Customer Service Representative I, (A264115-3), 202, Utility Billing
Provides customer service by answering phones and assisting with resolving customer issues. Relays messages between departments as needed.

For Utility Customer Service:
Handles all customer related issues and collects money daily.

ESSENTIAL DUTIES & RESPONSIBILITIES

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

* Serves as the initial point of contact to receive and address customer concerns, questions, or complaints.
Answers calls, responds to emails, and communicates in person with customers and guests; provides general information and/or forwards inquiry to the proper employee or department as appropriate.

* Creates, enters, and maintains records and customer call information in database.

* Processes payments.

* Will be required to drive a City vehicle for City business use.

* Performs other duties as assigned.

Duties under Utility Customer Service

* Provides customers with information regarding their water utility bill in relation to charges for water, sewer, and garbage services based on usage and calculation for consumption and rates.

* Answers, screens, and routes department telephone calls to appropriate destination; greets and replies in person, by telephone, or by correspondence to inquiries from customers.

* Calculates payment plans for those accounts with hardship cases and high bill amount due to illegal water usage, water leaks, and broken services.

* Assists customers with high bills by instructing them on how to check for water leaks on their property and also provides information on how to implement methods for water conservation.

* Sends emails to corresponding departments and divisions requesting approval status on street cuts or water availability charges, building and irrigation permits, and plats.

* Opens new customer accounts for initial services, transfer of services, and terminated accounts for disconnection, fire hydrant meters, irrigation meters, temporary construction meters, and new subdivision meters.

* Responsible for preparing Daily Cash Count sheet, balancing daily collections with account transactions, preparing deposit and sending it to the bank in order to account for those monetary transactions.

* Initiates process for utility bills to be generated and produced in accordance to their billing cycle.

* Prepares work orders to have meters rechecked for correct reading; completes and processes work order for initial readings, final readings, meter sets, location of services, costs of services and high bills and determines corrective action to be taken on account.

* Calculates adjustments to either credit or debit accounts regarding charges, coding consumption, and makes recommendation to division manager regarding the adjustment to be implemented.

* Assists customers with any complaints regarding their services and be able to assist irate customers.

* Assists customers with information or complaints on account balances, due dates, and cut off dates by phone or mail.

* Types letters, memos, notices, lists and other material that is required.

* Sorts and files correspondence and other related materials; prepares and maintains various reports and documents as required.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

* Knowledge of City ordinances, protocols, and policies.

* Knowledge of City services and departments.

* Knowledge of basic arithmetic.

* Knowledge of modern office procedures and methods including computers and applicable software, such as Microsoft Office, AS400, or FIS.

* Knowledge of English grammar, spelling, and punctuation.

Skills and Abilities:

* Skill in planning, organization, and time management.

* Skill in performing a variety of duties, often changing from one task to another of a different nature.

* Skill in critical thinking and logical reasoning.

* Skill in customer service delivery.

* Ability to build and maintain effective working relationships with others.

* Ability to communicate clearly and effectively both orally and in writing in English and Spanish Languages.

* Ability to maintain good planning and organizational skills.

* Ability to take and follow directions from supervisor.

* Ability to maintain a valid Texas Driver License and a good driving record.

* Ability to project a positive and professional image of the City of Laredo.

* Ability to effectively communicate both orally and in writing in the English language and orally in the Spanish language.

* Ability to comply with all City of Laredo's policies and procedures.

* Ability to maintain good health and physical condition sufficient to permit the full performance of the duties of this position.

WORK ENVIRONMENT/CONDITIONS AND PHYSICAL DEMANDS

Physical Effort Requirements Position will have the following exposures

* Office or similar indoor environment, relatively free from unpleasant…