Customer Service Representative - PT

Customer Service Representative I
- Part-Time

The Customer Service Representative I
- Part-Time is a full performance level position in the customer service field requiring considerable knowledge of customer relations, techniques, and problem solving; under direction, receives customer inquiries related to water and sewer service and investigates and resolves customer inquiries and complaints via email, mail, in person, and/or over the phone. Collects monies, performs data entry, and issues receipts for Utility Billing payments to the City.

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.

Customer Service

• Provides high-level customer service by assisting customers with a range of service complaints and discrepancies regarding their utility bills.
• Responds to customer inquiries via telephone, email, and in person interaction.
• Receive and process in-person New Service and Termination applications.
• Processes delinquent account information and records service terminations and restorations.
• Composes and prepares customer correspondence using word processing software.
• Provides accurate billing software documents to customers upon request.
• Composes and enters memos on customer accounts.
• Maintains accurate documentation of phone calls.
• Completes contract forms such as change of address records or enrollment in automatic payment methods.

Cash Management

• Collects monies, performs data entry, and issues receipts for utility payments.
• Processes credit card transactions by phone and in person.
• Scans checks for electronic transmission to bank.
• Maintains a cash drawer and is responsible for daily balancing of several cash receipt batches.
• Performs all related duties.
• Other duties as assigned.

• High School Diploma or General Education Degree (GED)
• Two years employment interacting with public in a customer service environment.
• Two years work experience utilizing personal computer and word processing software.
• 1-3 years cash handling experience required

Knowledge of:

• General office practices and departmental policies
• Microsoft Office Suite
• English grammar, spelling, and punctuation
• Basic math and general accounting principles and practices
• Cash drawer procedures and basic clerical office practices
• City utility operations including water/sewer billing

Skill in:

• Troubleshooting and problem solving
• Establishing priorities and organizing work
• Public and interpersonal relations
• Oral and written communication
• Handling monetary transactions
• Data entry
• Operation of standard office equipment.

Ability to:

• Communicate effectively in both verbal and written form
• Interact in a calm, professional manner with the public
• Excel in a fast-paced environment