Customer Service Representative ; A264115-3 Utility Billing

Overview

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.

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.
• Send 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.

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.

Physical Effort Requirements Position will have the following exposures

• Office or similar indoor environment, relatively free from unpleasant environmental conditions or hazards.
• Occasional exposure to unpleasant…