Customer Service Representative

Job Summary

Responsible for assisting customers by telephone to resolve issues related to customer service requests in a timely manner. Issues service orders to connect, disconnect, change, or investigate utility services for residential and commercial customers, computes deposits for residential and commercial customers according to City policy.

• Assists customers in person and by telephone to resolve issues related to customer service requests in a timely and efficient manner; records and processes service requests; refers customers to appropriate personnel as needed.
• Issues service orders to connect, disconnect, change, or investigate utility services for residential and commercial customers, computes deposits for residential and commercial customers according to City policy.
• Evaluates and establishes payment arrangements for customers with outstanding balances based on City policies.
• Answers questions and aids concerning utility bills, tax bills and invoices; corrects or adjusts utility bills due to incorrect meter readings, billing errors, or equipment failure.
• Reviews utility accounts to ensure that customers are paying in a satisfactory manner; provides customers with courtesy notifications regarding late payments; prints disconnect orders; completes or cancels orders due to payment arrangements.
• Researches and analyzes account transactions and billing histories.
• Research information regarding City property taxes, assessments, miscellaneous invoices, loans, and employee health insurance premiums.
• Performs other related duties as assigned.

• High school diploma or equivalent.
• One (1) year’s experience in a related field of work.
• Or an equivalent combination of education and experience.

• Knowledge of utility rates, consumption, and fees.
• Knowledge of job-related computer operations.
• Knowledge of customer service principles.
• Knowledge of generally accepted accounting principles.
• Skill in analyzing problems and identifying solutions.
• Skill in preparing clear and accurate reports.
  
  Skill in establishing cooperative and productive working relationships.
• Skill in setting priorities for competing projects.
• Skill in performing mathematical calculations.
• Skill in operating computers and other standard office equipment.
• Skill in interpersonal relations.
• Skills in oral and written communication.

• None

The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Additionally, the following physical abilities are required:
Hearing:
Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination sound. Mental Acuity:
Ability to make rational decisions through sound logic and deductive processes. Speaking:
Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely. Standing:
Particularly for sustained periods of time. Talking:
Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. Visual Acuity:
Have close visual acuity to perform an activity like preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading. Visual Acuity 2:
Including color, depth perception, and field vision. Visual Acuity 3:
Visual Acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities or structures. Walking:
Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

• The work is typically performed in an office and outdoors. The employee is exposed to noise, dust, dirt, grease, and occasional cold or inclement weather. The work may require protective devices, such as masks, goggles, or gloves.

Benefit information can be found on the City’s website: