Water Customer Service Representative

Performs day-to-day operations of the Village’s utility billing system. Responsible for servicing water accounts by answering inquiries and responding to customer complaints both in person and by telephone; data entry and retrieval to produce daily and monthly reports; generating water bills and final notices; and performing records maintenance on all new and existing accounts. Frequent contact with the public demands a strong dedication to customer service and serving the community.

25 hours per week – 5 hours per day, 12:00p to 5:00p, Monday through Friday.

Skills testing and interview required.

• Receives inquiries over the phone and in person regarding account status, consumption, and meter equipment failures; prepares work trouble reports; maintains trouble report files. (Daily – 65%)
• Responds to water billing complaints regarding current water bills, past due bills, high water usage and shut-offs; explains related ordinances and procedures and expedites the collection of delinquent accounts. (Daily – 45%)
• Prepares water bills. Calculates, runs, sorts, and mails water bills and shut‑off notices; loads and unloads water meter reading guns with necessary account data; exports readings from water meter reading guns to the water billing computer system; posts readings to accounts. (Daily – 25%)
• Prepares final water bills – inputs account information from Trouble Reports, manually calculates final bills, makes copies, presents bill to customer for payment. (Daily – 40%)
• Reviews monthly reports for errors and inconsistencies and corrects when necessary. (Monthly – 5‑10%)
• Posts account adjustments (potentially to all accounts) and account usage (primarily to commercial accounts) into the computer from meter reading books. (Weekly – 10%)
• Updates water filing system, performs routine filing, simple keyboarding and processes incoming mail for the Water Billing Division; enters new resident information into the computer system; establishes computer/files for accounts pertaining to new construction. (Daily – 65%)
• Operates and properly maintains all tools and equipment needed to perform the essential job functions while adhering to all safety rules and practices. (Daily)

• Prepares files for storage.
• Performs other duties, tasks, and responsibilities as assigned.

None required.

• High school diploma or General Education Development (GED) required.
• No prior experience or training required.

• Data entry and processing.
• Word processing.
• Spreadsheet software.
• Specialized accounting software.

• Basic English reading, writing, listening, and speaking skills sufficient to follow instructions, write routine correspondence, and communicate with customers and coworkers.

• Type 35 words per minute (corrected); 7,000 characters per hour for alpha/numeric data entry; 8,000 characters per hour for numeric/ten‑key data entry.
• Perform mathematical calculations accurately and quickly.
• Accurately enter data.
• Quickly analyze data to respond to inquiries.
• Set priorities and meet deadlines in a fast‑paced environment with frequent interruptions.
• Maintain routine filing systems.
• Learn repetitive tasks in a reasonable length of time.
• Communicate effectively verbally and in writing.
• Respond to and interact with customers, employees, and others within and outside the organization in a courteous and professional manner.
• Establish successful working relationships with other employees, supervisors, and other departments.
• Read, write, speak, and comprehend the English language.