Customer Service Representative

City of Myrtle Beach, South Carolina

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

The purpose of this position is toassist customers with all aspects of and inquiries regarding Public Works Services, utility connections, billing, and payments and to perform intermediate skilled clerical work involving the preparation and maintenance of fiscal or related records for utilities.

• Performs customer service functions in person or by telephone; provides information and assistance regarding City services, procedures, forms, fees, or other issues; responds to routine questions, complaints, or requests for service; initiates problem resolution; conducts research; recommends solutions; and conducts follow-up to ensure customer satisfaction.
• Processes payments for utilities; receives monies from customers by checks, cash, and credit card; documents payments received; balances cash drawer daily; prepares bank deposits; prepares daily report; reviews delinquent customer listings and schedules cut-offs; and researches and corrects errors in accounts.
• Creates new accounts; accepts deposits and fees; and provides information regarding utility systems policies, procedures and charges.
• Assists with customer complaints, questions, and requests regarding billing and payments; researches and resolves complaints; closes or corrects accounts; arranges payment plans; etc.
• Assists employees with problems when in the field; communicates with field employees.
• Maintains inventories of supplies, forms, and equipment; ensures availability of adequate supplies to complete work activities; prepares purchase requisitions for needed materials, equipment, and supplies; and receives/distributes incoming supply shipments.
• Maintains file system of various files/records; prepares files, organizes documentation, and files documents in designated order; retrieves/replaces files; scans records into computer; shreds/destroys confidential or obsolete documents; conducts records maintenance activities in compliance with guidelines governing record retention.
• Performs general office and clerical tasks; processes incoming and outgoing mail; types correspondence or other documents as requested.
• Prepares, types, proofreads, and/or completes various forms, reports, correspondence, newsletters, lists, directories, logs, notices, schedules, calendars, agendas, minutes, inventory records, charts, graphs, spreadsheets, or other documents.
• Receives various forms, reports, correspondence, logs, newsletters, policies, procedures, manuals, handbooks, directories, reference materials, or other documentation; reviews, completes, proofreads, processes, forwards or retains as appropriate.
• Operates a personal computer, telephone, general office equipment, or other equipment as necessary to complete essential functions, including the use of word processing, spreadsheet, database, or other system software.
• Prepares utility bills.
• Prepares, receives, files, logs, tracks and follows up on service request forms and other documents related to utility service, including re-reads, meter re-installations, meter tests, leak checks, turn-ons, and cut-offs; prepares and posts adjustments to accounts due to errors or leaks.
• Acts as receptionist; directs callers to proper person.
• Utilizes the City’s optical imaging system to scan, index, and retrieve new service applications and related utility service documents.

• Assists with special projects as assigned.
• Performs other related duties as assigned.

Requires a high school diploma or equivalent supplemented by some technical or vocational training in accounting; two (2) years of experience in customer service or general bookkeeping.

None.

None.

• Knowledge of bookkeeping.
• Knowledge of handling cash.
• Knowledge of customer service.
• Skill in…