Customer Service Representative Trainee (fast-paced call center)

SUMMARY:  Under general supervision, is responsible for assisting, resolving and responding to customer concerns in person and over the phone.  Duties include opening, maintaining, closing and establishing customer accounts and records, generating, distributing, and completing work orders and communicating via two-way radio with construction and field crews.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include but are not limited to:

• Provides complete and accurate information including balance, due date and cutoff dates.
• Finalizes service as requested.
• Performs adjustments such as leak, flushing and billing changes as needed.
• Receives and responds to customer calls concerning general questions and customer concerns ensuring that customers are treated in a timely and professional manner. Conducts collection procedures as needed.
• Receives payments through Munis and Resident Access.
• Performs ends of service, move in/move out and auto moves with ease.
• Performs other duties as required within the scope of responsibility.

MINIMUM QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: 

• Requires a high school diploma or equivalent with vocation or technical school training in accounting, bookkeeping, customer service, or related area.  
• Minimum 2 years’ experience in an accounting, cash handling, customer service or administrative position dealing with customers, or any equivalent combination of education and experience that provides the required knowledge, skills and abilities preferred. 
• Possess proficiency with computer applications, must be able to operate a two-way radio, printers, copiers, facsimiles, 10-key calculator and postage meter. 
• Possess excellent telephone and oral communication skills.  
• Ability to perform routine arithmetic calculations.  
• Must be able to type 35 wpm.

CERTIFICATES, LICENSES, REGISTRATIONS: None

TRANSPORTATION: Must have reliable transportation to and from work.

Data Conception: Requires the ability to compare and or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things. 

Interpersonal Communications: Requires the ability of speaking and/or signaling people to convey or exchange information. Includes the receiving of information and instructions from supervisor

Language Ability: Requires the ability to read a variety of documents, reports, and other materials; must be able to type and/or prepare various documents and reports using the proper format, punctuation, spelling and grammar. Requires the ability to communicate with co-workers, supervisors, customers, etc. with poise, voice control, and confidence. 

Intelligence: Has the ability to apply principles of rational systems such as customer service or accounting to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form. 

Verbal Aptitude: Requires the ability to record and deliver information and to follow verbal and written instructions. 

Numerical Aptitude: Requires the ability to utilize mathematical formulas; add and subtract totals; multiply and divide; determine percentages and decimals; and determine time and weight. 

Interpersonal Temperament: Requires the ability to deal with people beyond receiving instructions. Must be adaptable to performing under minimal stress when confronted with an emergency. 

Physical Communications: Requires the ability to talk and/or hear (talking - expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear.)