Customer Service Representative I-II

BERKELEY COUNTY PUBLIC SERVICE SEWER DISTRICT

Job Description

Customer Service Representative I/II

Reports to: Accounting Supervisor Department: Finance

Date: December 2021 Location: Administrative Office

Status: Support/Non-Exempt

JOB SUMMARY

Under close supervision, provides a variety of routine customer service and office support for assigned Customer Service functions; performs customer service duties which involve handling inquiries from the public, both in person, over the telephone and via email; receives customer payments an prepares and maintains customer account records relating to water and wastewater service; performs related duties as required.

Customer Service Representative I is the entry level class for the Customer Service Representative series. Initially under close supervision, incumbents learn office and District procedures. Incumbents will perform customer service-related functions. As experience is gained, there is greater independence of action within established guidelines.

Customer Service Representative II is the journey level class of this series, performing a variety of customer service and office support duties. All positions are characterized by the presence of clear guidelines from which to make decisions and the availability of supervision in nonroutine circumstances. This class is distinguished from the Customer Service Representative III, which performs bill processing and difficult customer service situations.

ESSENTIAL DUTIES AND FUNCTIONS

• Provides information regarding wastewater service to the public or to District staff that requires the use of judgment and the interpretation of policies, rules, and/or procedures;
• Receives customer payments and other District monies and issues receipts; processes payments received by mail; explains online bill payment system; sets up and cancels service at customer’s request; processes new service applications and a variety of customer account documents and records;
• Receives customer complaints and notifications of problems via telephone, face-to-face, and e-mail contact; determines nature of problem and gives information or dispatches to appropriate department; logs all complaints into District tracking system;
• Serves as District receptionist, answers and directs incoming telephone calls, screens inquiries, and provides information in a courteous and professional manner; reviews, routes, and responds to daily messages left during non-business hours;
• Unlocks and monitors lobby doors during business hours; locks lobby doors at close of business; greets customers and visitors; directs public to appropriate department;
• Researches and assembles information from a variety of sources for the completion of forms or the preparation of reports;
• Balances cash receipts and cash drawer; prepares bank deposits; performs related cashiering duties; prepares, sorts, and distributes incoming District mail;
• Researches billing issues at customer request; enters payments, charges, and other data into utility billing system; processes returned checks; processes and schedules terminations for non-payment;
• Performs a variety of general office support work, including but not limited to organizing and maintaining various files; completing form letters; and proofreading and checking materials for accuracy, completeness, and compliance with District policies and/or regulations;
• Operates copiers and a variety of office equipment;
• Performs duties in a professional manner and works well with others or in a team setting;
• Establishes and maintains cooperative working relationships with co-workers, outside agencies, and the public;
• Regular attendance and adherence to prescribed work schedule to conduct job responsibilities;
• Observes safe work practices and safety methods; performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Customer service techniques, including face-to-face, telephone, and e-mail;
• Correct business English usage, including spelling, grammar, punctuation, and vocabulary;
• Basic business data processing principles and the use of computer software and hardware;
• Business arithmetic including percentages and decimals;
• Multi-line telephone systems; basic mathematics; cash handling; basic record keeping methods;
• Office practices and procedures including filing and the operation of standard office equipment;
• Policies and procedures related to billing and customer service.

Ability to:

• Communicate clearly and concisely, both orally and in writing;
• Perform receptionist duties including answering the telephone and greeting visitors;
• Write reports and keep accurate records;
• Accurately count, record, and balance cash transactions and other monies received; perform mathematical computations accurately;
• Communicate effectively with a variety of personnel and establish/maintain effective working relationships with fellow employees and the public;
• Utilize the Microsoft Office Suite with a beginner to intermediate level of competency;
• Explain and apply policies and procedures; understand and follow verbal and written directions;
• Operate a computer and use a variety of computer software; type correspondence and forms; enter data for computer processing with speed and accuracy;
• Occasionally work after regular business hours;
• Understand and enforce basic security protocol for the District;
• Perform routine clerical and record keeping duties accurately;
• Operate a calculator and other common office machines;
• Resolve customer service problems effectively and tactfully, occasionally in strained situations;
• Use initiative and sound independent judgment within established guidelines.

EDUCATION AND EXPERIENCE

• High School Diploma or equivalent required; additional schooling, accounting, or customer service training, or certifications preferred;

Customer Service Representative I: one year experience performing customer service, receptionist, or cashier duties that required considerable contact with or explaining policies and procedures to the public.

Customer Service Representative II: three years of customer service, financial, clerical, or office assistant experience or three years of experience equivalent to the District's Customer Service Representative I.

WORKING CONDITIONS

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employees may be required to wear and/or use personal protective and other safety equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequently required to sit; talk or hear; use hands and fingers to grasp and feel objects, tools, or controls; and reach with hands and arms;
• Occasionally required to walk;
• Occasionally lift and/or move up to 25 pounds;
• Specific vision abilities required by this job include close vision and the ability to adjust focus;
• Frequently works in or around areas with minor amounts of dust;
• Some work done ladders up to 4 feet above ground;
• Noise level is usually quiet.

This BCPSSD job description is intended to describe the general nature and level of work being performed by the individual assigned to the above-listed position. Essential duties and functions are intended to describe those functions that are essential to the performance of this job. This job description does not state or imply that the listings are all-inclusive or that they are the only duties and responsibilities assigned to this position.