Posting Number 3482P Position Title Utility Customer Service Representative I Department Utilities Job Code 01216 FLSA Status Non-Exempt Union Code/Affiliation Unrepresented Division UTILITY CUSTOMER SERVICE Job Description Summary

The purpose of this job is to assist utility customers with billing questions and serve as the first point of contact for those requesting financial assistance.

Essential Duties and Responsibilities - The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description

* Delivers customer service; responds to and resolves customer inquiries and concerns via phone, email, online apps, and in person.

* Processes applications; and updates parties as appropriate.

* Maintains accurate records.

* Explains utility services, rates, and rules to customers.

* Regular attendance is a necessary and essential function.

* Performs other duties as assigned.

Supervisory Responsibilities

* Job has no responsibility for the direction or supervision of others.

Human Collaboration and Job Impact - This area describes the personal interaction with others outside direct reporting relationships as well as the impact the job has on organization, the department or unit objectives, the output of services, or employee or public satisfaction

* Work requires regular interaction involving the exchange and receipt of information.

* Interactions have significant impact on the organization in terms of time, money, or public/employee relations.

Fiscal Responsibility

* Position has no fiscal responsibility.

Education and Experience - An equivalent combination of education, training and experience will be considered

Education and Experience

* High School diploma or equivalent.

* Less than 1 year of experience in customer service, accounting, billing, or administrative support.

Licenses or Certifications

* None.

Knowledge, Skills and Abilities which may be representative, but not all-inclusive of those commonly associated with this position

Knowledge of:

* General office practices, administrative procedures, records management, and administration techniques and procedures.

* Common business software applications such as Microsoft Office and Google Docs.

Skill in:

* Applying active listening and asking questions for understanding.

* Communicating verbally and in writing to meet the needs of the audience.

* Utilizing relevant software to research and access information.

* Typing and/or data entry with minimal errors.

* Maintaining detailed and accurate records.

Ability to:

* Learn and retain city ordinances related to service and billing.

* Provide high levels of effective customer service.

* Handle difficult and stressful situations with professional composure and maintain effective interpersonal relationships.

* Regularly use a computer, software, phone, and related office equipment.

* Focus on tasks.

Work Environment - Environmental or atmospheric conditions commonly associated with the performance of the functions of this job

Work Environment:

Office or similar indoor environment - Frequently/Often

Exposures:

Individuals who are hostile or irate - Sometimes

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

* This position is relatively free from unpleasant environmental conditions or hazards and is generally sedentary.

* Incumbents may be required to exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Hours/Days

40 hours per week. Office hours are 7:30 am - 5:30 pm Monday - Friday.

Starting Salary $16.54 - $20.34 per hour; Commensurate with training and experience Pay Grade 103 Number of Positions Available 1 Deadline to Apply 05/06/2024 Open Until Filled No Special Instructions to Applicants Notice to Applicants

Individuals needing accommodation to apply may call 573.874.CITY (2489)

TTY: 711 (MO RELAY)

THE CITY OF COLUMBIA IS A MERIT, AFFIRMATIVE ACTION, EQUAL OPPORTUNITY EMPLOYER: MALE / FEMALE

THE CITY OF COLUMBIA REQUIRES PRE-EMPLOYMENT DRUG TESTING

The City of Columbia participates in the federal E-Verify work authorization program