Customer Service Representative ; B272931-4 Animal Control

Provides customer service by answering phones and assisting with resolving customer issues. Tracks customer calls and resolutions into database, coordinates schedules and appointments, and relays messages between departments as needed.

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 for call-tracking and resolution reporting.
• Processes payments and maintains inventory control.
• Will be required to drive a City vehicle for City business use.
• Performs other duties as assigned.

• Initiates process for utility bills to be generated and produced in accordance to their billing cycle.
• Prints out utility reports which include reverse payment update, adjustment update, refund credit listing, cash update listing, payment update listing, trail balance, GMBA report and balance sheet.
• Reviews delinquent accounts scheduled for disconnection.
• Verifies that all accounts with underlying issues arising from the results submitted by field staff are addressed and corrected in a timely manner.
• Researches account histories utilizing different software and exception reports to resolve issues with inaccurate water meter readings and make corrections necessary.
• Distributes reports to the appropriate personnel.
• Prints out utility bills in accordance to the daily schedule of the 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 accounts; calculates adjustments to either credit or debit accounts regarding charges, coding consumption, and makes recommendation to Assistant Superintendent regarding the adjustment to be implemented.
• 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.

• Answers, screens, and routes department telephone calls to appropriate destination; greets and replies in person, by telephone, or by correspondence to inquiries from customers.
• Initiates process for account cut-offs to be generated and produced in accordance to their billing cycle.
• Prints out utility reports which include work order listings and tracking of billing cycles.
• Assists with daily meter reading processing.
• Performs delinquency notices process.
• Executes the liquid waste tracking and bill production.
• Performs research on databases.
• Distributes reports to the appropriate personnel.
• Prepares work orders for additional work required at a location; completes and processes work orders to terminate customer accounts.
• 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.

• Provides customers with information regarding their water utility bill in relation to charges for water, sewer, and…