Customer Service Representative I

Clerical And Customer Service Support

This position is responsible for providing clerical and customer service support for department operations.

Essential functions include:

• Answers telephone and greet visitors; provide information and assistance; assists in resolving customer concerns and complaints.
• Receives and processes utility payments.
• Receives and processes utility account deposits.
• Processes payments for gas tap fees.
• Prepares service orders for various utilities.
• Processes cash, check, and credit card payments in person and by mail.
• Balances cash drawer and operates a POS System.
• Creates work orders based on account changes such as new services, new tenants, disconnects, transfers, etc.
• Updates account information related to mailing addresses, phone numbers, email addresses, deaths, primary contacts.
• Processes new account applications for service.
• Coordinates utility approvals from various government agencies with the distribution systems.
• Adds, deletes, and updates service charges for electric, natural gas, sanitation, and base fees.
• Evaluates customers for eligibility for discounts on sanitation.
• Adds, deletes, and updates bank draft information related to banking information.
• Processes property tax payments.
• Works with customers on coordinating sanitation services for large item pick-up, new carts, or cart replacements.
• Coordinates electric outage notices with the electric department.
• Coordinates electric streetlight applications with the electric department.
• Posts transactions.
• Performs related duties.

Knowledge, skills, and abilities required by the position include:

• Knowledge of modern office practices and procedures.
• Knowledge of city and department policies and procedures.
• Knowledge of computers and job-related software programs.
• Knowledge of customer service principles.
• Skills in prioritizing and organizing work.
• Skills in the provision of customer services.
• Skills in the maintenance of files and records.
• Skills in the use of such office equipment as a computer, scanner, fax machine, and copier.
• Skills in oral and written communication.
• Ability to read, write and perform mathematical calculations at a high school level.

Supervisory controls include the Customer Service Representative Supervisor assigning work in terms of general instructions and spot-checking completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

Guidelines include city and department policies and procedures, which are generally clear and specific but may require some interpretation in application.

The complexity/scope of work consists of related clerical and customer service duties with frequent interruptions contributing to the complexity of the position. Successful performance contributes to the efficiency and effectiveness of department operations.

Contacts are typically with co-workers, other city employees, and the general public to give or exchange information and provide services.

The physical demands/work environment typically involves sitting at a desk or table or intermittently sitting, standing, or stooping, with occasional lifting of light and heavy objects, and is performed in an office.

Supervisory and management responsibility is none.

Minimum qualifications include a high school diploma or GED and one to two years of experience or service.