What are the responsibilities and job description for the Customer Service Representative I position at City of Bismarck?
Job Description
This position is responsible for providing customer service support for department operations and receipting payments.
Examples of Duties
- Answers telephone and greets visitors; provides information and assistance; assists in resolving customer concerns and complaints.
- Identifies account errors with submitted payments, provides corrections and takes steps to resolve the issue to ensure proper payments.
- Contacts customers to correct payment issues.
- Receives customer requests and generates work orders.
- Monitors customer accounts for zero water usage as an indicator of potential need for meter repairs.
- Maintains accurate bank drafting (ACH) files.
- Processes returned checks; notifies customers and follows-up for non-payment.
- Assist customers in understanding Water Analytics tools available to monitor and understand their water usage.
- Schedules repair appointments.
- Gathers information and prepares reports.
- Maintains department files and records.
- Maintains customer account records, updates Customer Information System (CIS) software information as necessary.
- Performs related duties.
Minimum Qualifications
- Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent.
- Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.
Supplemental Information
- Knowledge of modern office practices and procedures.
- Knowledge of city and departmental policies and procedures.
- Knowledge of computers and job-related software programs.
- Knowledge of city utility billing policies and procedures.
- Knowledge of customer service principles.
- Skill in prioritizing and organizing work.
- Skill in the provision of customer services.
- Skill in the maintenance of files and records.
- Skill in the use of such office equipment as a computer, scanner, fax machine, and copier.
- Skill in oral and written communication.