Utility Office Customer Service Representative

Position: Customer Service Representative (CSR)
Department: Utility Billing/Communications
Reports to: Utility Billing Manager
Status: Full-time (80 hours), Classified, Non-Exempt
Pay Grade: C-6 ($21.4773 - $29.0576)
Normal Working Hours: Monday – Saturday, 7:30 A.M. to 7:30 P.M. (Variable)

The City of Wadsworth has a robust utility service offering for a community of 24,000 residents. With our electric department, water and wastewater treatment plants, and sanitation services, we can provide cost-effective and highly reliable services to over 14,000 accounts. Our progressive communications service, CityLink, allows residents and businesses to subscribe to cable television, high-speed Internet (up to 1 Gig), and VoIP phone service. These services contribute to our City’s tagline…“A Community Unmatched.”

Job Summary: Under the general direction of the Utility Billing Manager, the CSR is responsible for handling information for our full-service communication offerings of Internet, cable, and phone known as ‘CityLink’ and our full-service utility offerings including electric, water, sewer, and trash under ‘Utility Billing.’ This will entail customer calls for information, establishing service, taking payments in cash, check and credit cards, and scheduling installation work regarding CATV, Internet, and all data communications for the Communications Department (CityLink). The CSR prepares and maintains customer files, work orders, trouble tickets, and database files for the Utility and Communications Department (CityLink). The CSR interacts with the public on a daily basis; in-person attendance is required.

The Customer Service Representatives are responsible for providing an efficient one-stop shop for these highly successful municipal service offerings. They can be the first interaction a new resident may have with the City, and we strive to provide “A Service Unmatched.” In 2020, the office facilitated sending out 183,598 bills for a total receivable amount of $47,819,242.

Essential Duties and Responsibilities:

• Processes all payment types for in-person, online, and over-the-phone transactions; receives applications for the service of all City of Wadsworth utilities and CityLink services and establishes new accounts.
• Describes and explains to customers water, sewer, sanitation, storm water rates, complicated time of use, electric rates, and tiered cable and internet rates.
• Assists customers who have been sent a disconnect notice or have been disconnected for non-payment. Offers and accepts customer commitments for account payments and pay arrangements.
• Responds to and resolves customer complaints for Utility and CityLink services.
• Calculates and collects fees from contractors (for new construction) and from established businesses for electric, water capacity/meter/tap-in fees, and security deposits.
• Works closely with the Finance department, reconciling daily batch totals and IVR, online, and ACH payments.
• Processes payments from City departments, including Building and planning, Engineering, Income Tax, Finance, and Administration.
• Balances cash drawers and completes deposits daily. Processes and protects customer-sensitive information, including social security numbers, interval usage data, and credit scores.
• Audits reports necessary for the monthly billing of accounts and delinquencies.
• Schedules work orders, service calls, final readings, rereads, line inspections, meter tests, etc., necessary for the day-to-day operation of the department.
• Promotes the City of Wadsworth services, including cable/internet/VOIP and commercial sanitation.
• Files utility paperwork using established filing systems (e.g., work orders, applications with leases, privacy policy forms, documentation on meter reads, and billing journals).
• Communicates with all field personnel to establish accounts and set up equipment.

Knowledge, Skills, and Abilities:

• Proficiency in using Microsoft Office applications Word and Excel
• Knowledge of applicable computer software (e.g., New World Systems, Excel, Check Scanning, Credit Reports, IEE, Fixed Network, Sonar)
• Knowledge of the online bill-paying process
• City Ordinances/Rules & Reg.
• Knowledge of clerical and office practices
• Able to operate office equipment and the associated software. (e.g., check scanner, envelope opener.)
• Ability to maintain records and prepare reports.
• Ability to understand, communicate clearly, and converse with customers regarding the utility and communication systems, local area networks, CATV systems, the Internet, and the operation of consumer and commercial network interfaces and other electronic equipment.
• Ability to handle multiple tasks simultaneously and to prioritize daily activities with minimal supervision.
• Ability to problem-solve and exercise independent judgment.
• Excellent communication skills.
• Ability to work under pressure of changing circumstances in scheduling and responding to customer needs.
• The duties of this position will be accomplished in a normal office environment.
• Ability to handle multiple tasks simultaneously and to prioritize daily activities with minimal supervision.
• Ability to lift 20 lbs.

Minimum Qualifications for Employment:

• Completion of the twelfth grade, including or supplemented by training and/or other experience, would have aided in gaining the computer skills illustrated above.
• Minimum of two (2) years of general office/retail experience involving considerable public contact.
• Possess a valid State of Ohio Motor Vehicle Operator’s License, remain insurable under the City’s vehicle insurance policy, and have an acceptable driving record as deemed by the City of Wadsworth.

Special Information:

Employment is contingent upon the successful completion of a criminal background check, employment reference checks, a physical examination and a pre-employment drug screen. The final applicant will be required to submit to urinalysis prior to the appointment to test for illegal drug use. An applicant with a positive test will not be appointed to the position.

Application Process:

Interested candidates should submit a detailed resume reflecting the nature of the work performed in current and prior employment. Emphasis should be given to work experience, training, and/or duties relevant to this position.

POSTING DATE: Tuesday, November 7, 2023

POSTING DEADLINE: Wednesday, November 29, 2023*

* Resumes must be received in Human Resources by 4:00 P.M. on the deadline date, regardless of the submission method. Late submissions will not be considered.

Job Type: Full-time

Pay: $21.47 - $29.05 per hour

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

Work Location: In person

Salary : $21 - $29