Customer Service Representative – Department OF Water Utilities Jobs

Overview

Position Title:Customer Service Representative

Company:City Of Abilene Texas

Location:South 1st St., TX

Job Description:

Under direction of the Division Manager of Water Utilities, to perform a variety of customer service duties involved in assisting water utility customers in handling customer inquiries and complaints. Work may involve customer service and collections as well as processing orders, payments, mail, and routine reports.   Work is performed under general supervision, but requires some independence consistent with established policies and procedure.

Responsibilities:

• Uses utility billing and other computer programs to research problems concerning customer account balances and water consumption.
• Acts as customer’s agent to resolve service problems, assist with payment concerns, and answer questions regarding water bills and consumption.
• Retrieves and opens mail from post office box.
• Validates, balances, and reconciles receipts daily.
• Processes mail payments and prepare remote deposit. Post payments made at off-site locations for utility bills and service fees.
• Processes orders for water taps from builders and contractors.
• Perform other job related duties and responsibilities as assigned.
• Communicates with other divisions of the utility and/or departments to obtain and process information.
• Performs clerical work as needed including typing correspondence, completing forms, filing, and contacting customers.
• Receives cash, check, credit card, and/or money order payments. Issues receipts for a variety of transactions including payment of utility bills, service fees, and deposits.
• Processes orders to reconnect water accounts in conjunction with payment receipt.
• Assists water utility customers in arranging for water service and transfer of accounts.

Requirements:

• Use a computer to process payments, customer inquiries, and service orders.
• Basic bookkeeping processes
• Two (2) years of continuous general clerical experience with heavy public contact is required.
• Use resourcefulness and tact when dealing with irate customers.
• Communicate clearly and concisely both orally and in writing.
• Essential duties require the following physical skills and work environment:
• This is an entry-level position and one (1) year of continuous general clerical experience involving heavy public contact is required.
• Perform basic clerical functions such as typing, filing, and data entry.
• Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and
• Excellence in All We Do.
• Perform mathematical computations and calculations with accuracy.
• Provide excellent customer service.
• With or without accommodation, ability to lift up to 35 pounds.
• Promptly and accurately receive payments, make change, and issue receipts.
• Operate a computer and other office equipment.
• Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
• The procedures, practices, and techniques of customer service
• A high school diploma or a GED is required.
• Learn, understand and apply policies, procedures, and practices to decisions.
• General office practices and procedures.
• Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:
• Effectively and calmly interact with a high volume of customers.