Customer Service Representative I

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.