Customer Service Representative

• Base Pay $36,808.00 / Year
• Job Category Customer Service
• Employee Type Full Time Non-exempt
• Required Degree High school
• Manage Others No

• Phone

GENERAL

PURPOSE:

Coordinates and performs a variety of customer service functions; provides assistance to utility customers in person and via telephone; responds to customer inquiries and requests for service; prepares and issues work orders; coordinates with customers regarding the payment of past due accounts; updates and maintains customer account information; and performs other related duties as assigned.

PRIMARY
DUTIES AND RESPONSIBILITIES:

• Greets the public and provides customer service at the front counter and via telephone.
• Answers incoming calls; responds to customer inquiries and requests for service.
• Provides information regarding utility services, departmental policies, and account/billing matters.
• Establishes customer accounts; updates, maintains, and researches account information.
• Prepares, processes, and issues work orders for meter re-reads and the connection, disconnection, and reconnection of water services.
• Processes requests for after-hours service; prepares related charges; logs customer addresses for use by after-hours field personnel.
• Files and maintains service request/work order documentation.
• Monitors customer accounts for past due charges; establishes payment arrangements; grants payment extensions for past due accounts as warranted.
• Performs other related duties as assigned or required.
• Hours:
  
  Monday through Friday, 8:00 am to 5:00 pm.
• Regular and timely attendance is required.
• Other duties as assigned.

Education and Experience:

• High School Diploma or equivalent.
• One-year customer service experience; or an equivalent combination of education and experience.

Required Licenses or

Certifications:

• A valid Texas Driver License with a good driving record is required.
• Applicants with an out-of-state driver license must provide an original certified driving record from the state of driving licensure.
• Typing test required.
• Customer Service Certification/Training a plus.

Required Knowledge of:

• Utility Billing operations, policies, and procedures.
• Customer service standards and protocol.
• Departmental records, reports, and documentation.
• Records management principles and standards.
• General office equipment and standard computer software applications.

Required Skill in:

• Coordinating and conducting a variety of customer service functions.
• Responding to public inquiries and providing customer service to the City's utility customers.
• Performing accurate data entry and updating/maintaining customer account information.
• Processing work order requests and customer payments.
• Establishing and maintaining cooperative working relationships with other staff, City departments, outside agencies, and utility customers.

Physical Demands / Work Environment:

• Work is performed in a standard office environment.
• Subject to sitting for extended periods of time, standing, walking, bending, reaching, and lifting of objects up to 10 pounds.