Customer Service Specialist
2 weeks ago
Description
NATURE OF WORKThis classification involves the creation and maintenance of customer accounts for municipal gas, water, and wastewater services from the City. An employee in this position provides information to customers; opens and closes accounts; arranges for start, transfer, and disconnection of services; notifies utilities regarding repair needs; and assists with foreclosure related issues. This position also provides support for switchboard, dispatch, and cashier related activities.
Examples of Duties
ESSENTIAL JOB FUNCTIONS
Reviews and completes fax requests; responds to mail/email received; and follows-up ensuring timely completion of requests. Assists with foreclosure related questions including establishment of authorization by agents for establishing service for the banks; coordinates back office work relating to foreclosures as needed. Responds to customers making application for water or gas service connections via US mail, night drop, fax, or email; explains required deposits for new residents or commercial customers; and explains procedures involving transfer of accounts from one location to another and the need for new deposits. Receives requests to disconnect water and gas service; explains appropriate procedure for disconnecting or holding service for new moving-in party; receives request to turn on gas or water service after normal business hours and refers requests to the appropriate utility department; enters appropriate service orders to field crews using on-line service order system; opens and closes utility accounts on-line in utility billing system; and enters complete customer information and appropriate documentation. Receives reports of damaged gas or water meters or meter boxes; issues repair service orders to appropriate field staff; receives reports of low water pressure or water quality problems and refers to the appropriate utility; receives reports of water or gas leaks and immediately dispatches for service; and creates the appropriate service order. Opens and distributes mail as assigned; completes and mails payment receipts; posts records of requests for new service, disconnects, and other changes for report purposes. Enters field service orders into on-line service order system to accommodate needs and requests of customers, the public, or other City personnel. Prepares, issues, and processes adjustments to utility accounts in order to ensure proper billing. Organizes and maintains miscellaneous files, including service orders, adjustments, new customer paperwork, final account paperwork, customer correspondence, etc. Performs duties of telephone staff, as needed, to include processing return items, notices of deposit, and other duties as assigned. Performs cashiering duties including, but not limited to, opening/closing utility accounts, processing customer payments, and receipt reconciliation. Provide customers with organizations who can assist when in need of paying bill. Performs related work as required.
Requirements
EDUCATION
High school or vocational school diploma or GED. Some supplemental college course work in business or administrative practices desired. PROOF OF HIGHEST LEVEL OF COMPLETED EDUCATION MUST BE SUBMITTED AS AN ATTACHMENT WITH APPLICATION. (Applications without attached proof of education will not be processed for consideration.)EXPERIENCE
Two (2) years full-time (or equivalent) paid experience in customer service and clerical work in a computerized billing operation. One (1) year of full-time experience as a cashier required. Proficiency in Word and Excel preferred. Thirty (30) college credit hours may substitute for one (1) year experience PHYSICAL REQUIREMENTS: Physical : Light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials up to twenty (20) pounds. The position requires constant computer usage including data entry and/or eye strain. Work Environment: Work is performed primarily in a standard office environment or utility payment center, during day-shift hours. Tasks are regularly performed without exposure to adverse environmental conditions. Sensory: The ability to perceive and differentiate visual cues or signals. Tasks require the ability to communicate orally and in writing. Requires ability to adapt to frequent changes in workload and to adjust priorities quickly as circumstances dictate while completing tasks within established time frames. It also requires interaction with employees from all City departments/divisions, external auditors and suppliers.
Supplemental Information
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of ordinances, policies, and procedures pertaining to utility billing and customer service. Knowledge of department credit procedures, billing practices, and charges for service. Knowledge of business English, spelling, and arithmetic. Knowledge of office practices, procedures, and equipment. Knowledge of Microsoft Office applications such as Outlook, Excel, and Word. Knowledge of principles and practices of effective public relations. Knowledge of principles and methods of record maintenance. Knowledge of customer service principles, practices, and procedures. Skill in the operation of computer equipment and keyboard, including PC applications. Ability to deal effectively with utility customers on the telephone, in person, and through written contacts. Ability to maintain clerical records according to department requirements. Ability to make rapid and accurate arithmetic computations. Ability to work cooperatively in a team environment. Ability to understand and carry out complex oral and written instructions. Ability to express ideas clearly, concisely, and professionally, both verbally and in writing. Ability to establish and maintain effective working relationships with City officials, supervisors, associates, coworkers, other government agencies, and the general public. Ability to prioritize and maintain excellent time management skills. Ability to plan and organize workload to achieve stated objectives in a timely, efficient, and effective manner. Ability to deal with competing priorities and varied responsibilities. Ability to work efficiently and effectively to develop win-win solutions. Ability to evaluate the impact of alternative courses of action and evaluate circumstances of an innovative, new, or unprecedented nature.-
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