Customer Service Technician

GENERAL PURPOSE

Performs a variety of full performance, routine and complex clerical duties as needed to expedite the billing, collection and processing of utility account transactions. Provides timely, accurate, and appropriate customer service, clerical, and/or accounting support to an assigned program, service, or department. Position involves competing demands, performing multiple tasks, working to deadlines, and responding to customer issues.

Works under the close to general supervision of the Customer Service Manager and Lead Customer Service Technician

None.

Interacts with customers to provide the appropriate level of response to inquiries, issues of concern, and requests for information, or explanation, regarding various services, processes, policies, and procedures. Refers matters requiring policy interpretation, or technical expertise to the appropriate staff for resolution. Assists to open and close utility accounts; makes entry by service order system; receives payments by phone, mail-in and over-the-counter.

Performs daily "start work" activities such as opening and preparing cash register and/or drawer, etc.; processes transactions, calculates and prepares credit and debit entries; posts utility payments and receipts transactions for various town revenues, i.e., licenses, fines, fees, tickets and related town services; follows established processes and procedures based upon department policies; balances receipts and cash drawer and prepares daily bank deposits.

Provides assistance to ensure the proper use and completion of forms and documents; enters data and related information into database, verifies accuracy of information, conducts research; handles inquiries related to utility accounts; initiates service orders to appropriate departments; assists customers with service changes; performs telephone follow up as needed; monitors changes in service; identifies action needed to update account records, such as name changes, ownership changes, change of address and other change requests.

Updates accounts, provides accurate documentation, creates and updates files, completes forms, enter and verifies data, and processes documents and transactions in various mediums and formats; utilizes installed software on a personal computer to provide consistent, accurate, and timely records and information.

Initiates collections activities for payments received with NSF checks; and processes monthly collection reports to appropriate department; prepares various accounting reports; including activity reports showing number and type of account transactions, number of connections and disconnections; prepare balancing report by comparing receipts with total daily revenue.

Reviews State of New Mexico application for Combined Reporting System (CRS) Numbers; issues CRS Numbers and mails original applications to the New Mexico Taxation & Revenue Dept.; dispatches meter reader to service call; assists in the monthly landfill billing process; mails follow-up billings and account reports requested by customers and perform telephone follow up as needed; prepares and completes service orders to appropriate departments internal and external;

assists on annual field audit on waste containers and customers’ accounts to assure accurate billing; assist in the processing of reports on delinquent accounts to legal department; prepares monthly reports to various departments internal and external.

May be responsible for the transportation of deposits to local banks or running errands using town vehicle. Performs related duties as required.

Education and Experience: Graduation from high school or GED AND Two (2) year of responsible experience related to above duties; OR An equivalent combination of education or experience.

Knowledge, Skills, and Abilities
:

Working knowledge of general office maintenance and practices; utility billing and collection procedures and processes; operation of computer terminal in utilizing various software programs (MS Word, Excel, Access) related to word and work processing, spreadsheet and data base management;…