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Customer Service Representative

2 months ago

American Fork, United States American Fork City Full time $20
Job DescriptionJob DescriptionProvides effective customer service for all internal and external customers by using excellent, in-depth knowledge of utility billing and business licensing processing. Provides general accounting and clerical duties for administration. Works under the general supervision of the Utility Billing Supervisor.

Hours: 20-25, Monday through Friday.


  1. Provides timely and accurate information to incoming customers regarding utility billings. Under the supervision of the Utility Billing Supervisor, handles all billing, collections, account maintenance, and customer inquiries related to utility accounts, all with great attention to detail and exceptional customer service.
  2. Monitors timeliness of payments received and applies penalties for late payments. Issues shut-off notices for deposit delinquent accounts, generates shut-off lists and reviews for accuracy and mails shut-off notices.
  3. Receives and processes applications for business licensing, assists in sending renewals and maintaining the business license database, research new businesses and notifies them of licensing requirements and application materials.
  4. Understands the adopted fee schedule, accepts and processes payments at the front counter, over the phone, and by mail, in cash, by check, or by credit card and maintains cash drawer as appropriate, balances payments and posts transactions in the accounting system daily to proper accounts and monitors daily cash balances.
  5. Independently prepares and processes a variety of accounting documents and transactions.
  6. Handles incoming requests from customers and ensures that issues are resolved both promptly and thoroughly.
  7. Provides quality service and support in a variety of areas for billing, utility, and business license questions. Gathers customer information, accesses and fulfills customer needs, educates the customer regarding customer account information, and documents customer interactions through contact tracking.
  8. Troubleshoots customer issues over the phone. Use a multi-line telephone, answers and appropriately route all incoming calls on the City's general line.
  9. Maintains a balance between City policy and customer benefit in decision making. Handles issues in the best interest of both customer and City.
  10. Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer's experience. Compiles and generates reports as they relate to utility billing.
  11. Performs other general clerical duties for administration.

MINIMUM QUALIFICATIONS

Education & Experience:

High School Diploma or equivalent.

One (1) year of customer service and administrative experience; OR an equivalent combination of training and experience.

Qualifications: Honest, dependable, patient, cooperates with others, and pleasant to customers.

Strong computer skills. Excellent phone skills.

Applicants should have knowledge of internal control procedures related to financial transactions & record keeping, bookkeeping and general accounting techniques most appropriate to computerized systems, MS Excel and Office, standard office equipment including phone transactions and transfers.

Applicants must be able to work under pressure of completing deadlines, communicate clearly and effectively, verbally and in writing, properly handle situations with difficult customers, handle multi-functions; work competently and effectively in a timely manner; problem-solving, work quickly and accurately with numbers, including addition, subtraction, multiplication and division in all units of measure using whole numbers, common fractions and decimals; compute rate, ratio and percentages, maintain strict confidentiality related to sensitive information and develop effective working relationships with supervisors, fellow employees and the public.



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