Customer Service Representative I

Essential Functions: - Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. Essential duties and responsibilities may include, but are not limited to, the following:

• Answers telephone calls, receives the general public, and provides information or referrals regarding departmental and City services and operations.

• Explains, communicates, and relays departmental and City policies, procedures, and applicable rules and regulations to the public via personal contact, telephone conversation, or written correspondence.

• Receive, processes, and reviews applications for utility service, building permits, occupational licenses, or employment; interprets codes, regulations, and procedures to applicants and customers.

• Communicates and explains rates or fees, enters requests for service, and maintains accurate records and service files; creates and resolves a variety of service orders and repair issues for customers.

• Resolve billing problems, receives payments, and tenders receipts in office and field environments.

• Handles payments, credit card payments, and other cashiering tasks; verifies monies and maintains accurate cash drawer.

• Prepares receipts for deposit and connection fees; prepares and processes work orders and transfer forms; posts, checks or verifies data and corrects inaccuracies.

• Communicates with Utility customers to collect payments on delinquent accounts or makes necessary arrangements for repayment by telephone, written correspondence and/or in person.

• Examines, evaluates, and reviews accounts receivable and various computer data bases to determine if delinquent payments have been made; performs general collection work, delivers written delinquent notices, and discontinues services for nonpayment.

• Performs routine service connects and disconnects for water customers and gas customers; utilizes computer terminals to enter and receive data; maintains, coordinates, and organizes departmental records and files; enters parts for installation jobs and ensures all permits are attached and prepared.

• Compiles, drafts, and types bills and correspondence; audits, reviews, and monitors account records in response to customer requests or to track payment of accounts receivable.

• Screens, evaluates, and recommends applicants for employment, answers questions regarding position openings, and explains entrance examination procedures.

• Performs other duties as assigned.

• Modern office procedures, practices, and equipment

• Word processing, spreadsheet applications, and related automated office equipment

• Business English, arithmetic, and fundamentals of bookkeeping

• Customer service records, billing, payment processing, and account collections

• Water and gas meters

• Office practices, procedures, and equipment

• Record keeping, report preparation, filing methods, and records

• General office policies and procedures; computers and general office equipment

• City Ordinance

Skill in –

• Reading meters

• Interpreting City policies and procedures

• Using various tools and equipment to perform readings

• Communicating and engaging with the public; deescalating customer service situations

• Establishing and maintaining strong office relationships

• Operating a computer and related software