Customer Service Representative II - Public Utilities - R14461

Job Title

Performs a variety of complex clerical and technical customer service duties that require knowledge of complex billing procedures and varied rate structures for water/sewer customers and county citizens.

Responsible for the following customer service duties and functions:

Customer Service Internal & External:

Answers more complex customers concerns, billing questions and inquiries.

Demonstrates advanced ability to handle difficult customers/situations with utmost patience and professionalism.

Notates customer accounts and enters information into databases. Compiles and logs pertinent information. Codes customer accounts.

Responds appropriately to inquiries and provides accurate information to customers and staff.

Responds to correspondence on behalf of the Utility. Refers questions and issues to the appropriate unit or resource as needed.

Helps solve problems and contributes to improvements and guides information searches.

Works independently under minimal supervision.

Helps direct Customer Service Representative I and handles escalated issues and calls. Provides assistance and support to other team members.

Writes/edits FAQs.

Assist with Turn On/Off Board work orders.

Processes & Reports:

Prepares basic reports, conducts research, and coordinates special projects and assignments.

Contributes to the development of goals, policies, and guidelines for staff.

Presents instructional sessions and promotional materials to staff and/or customers.

Assists in scheduling work assignments and participates in performance evaluations of CSR I's.

Responds to work order emails and processes after-hours restoration forms.

Processes after-hours dispatch emails and handles weekly delinquency reports and delinquent accounts.

Manages bank correspondence. Processes internal adjustments. Researches missing payments.

Processes chargeback notifications, routes mail, processes IVR/H2O2GO
voids and returns.

Updates AR Box swap and or stop accounts. Processes EB/AR exception report and reapplies funds for write-off accounts.

Computer billing data retrieval and input, including processing daily payments.

Review audit adjustments turned in to management to ensure correct documentation is attached.

Responsible for reporting to Code enforcement officer Water Restriction Violations and filing of the appropriate paperwork and documenting account.

A High School Diploma or equivalent education and one-year experience in utilities or a call center customer service experience and proficiency in computer related to public response.

Note:

One year of college may substitute for one year of experience.

Intermediate to advanced computer skills with advanced knowledge of Outlook, Word, Excel, SharePoint, E-Net, HTE/Sunguard/Navaline proficiency, iSeries Navigator, Paymentus, Data Pros.

Starting pay is $15.00/hour