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Customer Service Representative
2 months ago
DEFINITION: An employee in this class performs a variety of accounting and specialized accounting duties, clerical work, with particular emphasis and extensive involvement assisting customers with service inquiries, minor complaints, payments, and applications for service. Work normally is accomplished in a 40-hour week in an office environment, but some overtime may be necessary. Work requires the exercise of initiative and some independent judgment. General supervision is provided by the Department and advice is available on unusual work problems. Employees respond to information requests pertaining to services, regulations, procedures, and billing; processes new service applications, discontinuation of existing service, payments for services; maintains and researches account records; assists in resolving customer service questions, problems, and processes work orders if needed to follow up on customers inquiry and/or complaint. Work is reviewed or checked in progress and upon completion for accuracy and adherence to department’s standards, policies, resolutions, and/or ordinances. Employees in this position have extensive public contact, both in person and through incoming or outgoing telephone calls. Tact, courtesy, and firmness are required. ESSENTIAL FUNCTIONS: The duties listed below represent the various types of work that may be performed. This is not a comprehensive listing of all functions and duties performed by incumbents. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following: HANDLES CUSTOMER INQUIRIES AND/OR REQUESTS: Communicates orally and in writing with customers about bills, water/sewer/solid waste rates, adjustments, credits, meters, meter readings, consumption, and/or all other billing questions. Prepares and processes incoming and outgoing customer correspondence by researching files for information related to specific inquiries or complaints, or other related requests. Uses computer and billing software to access customer accounts to review or for data entry for payments, update account information, adjustments, and/or service request (work orders). Reviews customer’s account, verifies balances, charges, and proceeds to submit requests for adjustments, refunds, billing errors and/or bill for missing charges to Accounting Specialist. Make decisions to correct billing errors within scope of work and adheres to department’s standards, policies, resolutions, and/or ordinances. Terminates Utility services by creating work orders to open and close utility accounts for new customer, customer moving out, delinquent accounts, and/or default on payment plan. Initiates and fills out forms for new services and completes the data entry into billing system. Includes creating new service account with a new meter install, applying all related fees, rates, and ensuring that all department’s standards, policies, and/or requirements are met. Explains to customers billing procedures, rates for service, fees, policies, regulations, process for new service applications, discontinuation of existing service, and payment methods. Coordinates all field work with related field and/or other department personnel. PROCESSES CUSTOMER PAYMENTS: Receives, verifies, sorts, and enter payments for walk-in customers, over the phone, from night drop box, and/or mailed in for utility bills, building permits, zoning fees, business licenses, miscellaneous invoices generated by other departments’ services such as park & recreation program/event fees, city auctions, police & fire special programs or services, and/or city clerk’s office. Ensures that all received utility bill payments are entered in system on daily basis for critical processing such as monthly shut off (suspension of service for non-payment) and/or penalty assessment (bill due date). Responsible for department’s cash handling procedures, standards, and policies as established and/or indicated by finance department. Balances cash drawer at end of day/shift to reconcile cash and check for all payments received and entered in system with systems report. MAINTAINS DEPARTMENT AND CITY RECORDS: Maintains and acts as custodian of all customer utility contracts by filing all completed files that may include customer related documents, correspondence, personal information and ensures confidentiality. Responsible for observing and following State’s record retention and disposal guidelines for all records generated. Ensures that all customer account information is appropriately updated as needed or as requested by customer within the established procedures, standards, and policies. PERFORMS OTHER RELATED WORK IN SUPPORT OF DEPARTMENT OR CITY FUNCTIONS: Provides customer assistance for special districts within or outside of city limits for water conversion applications, setting up accounts, exchanging documents between customer and water users’ association, placing and/or releasing property liens, collection for water conversion dues and/or loan. Inventory of office supplies and office equipment, placing order for supplies, office equipment repairs or replacements. Providing information reports as requested by other departments. Knowledge of: Experience, knowledge of principles and practices in customer service. Experience and knowledge in cash handling and accounting practices. Thorough knowledge of modern office procedures and practices, equipment, standard clerical techniques, filing, and records maintenance. Experience and knowledge in computer programs i.e. Word, Excel, PowerPoint, and Outlook. Required: High School Diploma or GED Equivalent. Minimum one year experience in cash handling, accounting practices, and customer service or an equivalent combination of education, training, and experience. Arizona State Driver’s License at the time of appointment and must be maintained throughout the work period. Residency within 25 miles of San Luis and within the US. Desired/Preferred: Bilingual in Spanish. San Luis residency. Governmental experience. PHYSICAL AND MENTAL DEMANDS: The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands: While performing the duties of this job, the employee is regularly required to sit, walk and stand; talk and hear; use hands to finger, handle, feel or operate objects, tools or controls; reach with hands and arms; and perform repetitive movements of hands or wrists. The employee is frequently required to lift up to 30 pounds unaided. Specific vision abilities required for this job include close vision and the ability to adjust focus. Mental Demands: While performing the duties of this class, an employee uses written and oral communication skills; reads and interprets data, information, and documents; analyzes and solves problems; uses math and mathematical reasoning; performs highly detailed work; deals with multiple concurrent tasks; and interacts with others encountered in the course of work, including frequent contact with customers and/or the public and dissatisfied/abusive individuals. Work Environment: The employee works in an office environment where the noise level is usually quiet. Certain positions within the classification may require availability to work flexible schedule. The City of San Luis is committed to Professional Growth and Career Development. “ Review of applications will begin 10 days after the posting date and if a pool of qualified applicants is determined, interviews will be conducted. If you are interested in this position, please apply promptly. ” #J-18808-Ljbffr
