What are the responsibilities and job description for the Utility Customer Service Representative position at City of Northport, AL?
JOB SUMMARY & ESSENTIAL JOB FUNCTIONS
Under general direction and within guidelines set by policies, rules, and regulations, this position is responsible for customer service and administrative support duties in the Utility Billing Office, including processing payments and providing day-to-day customer service needs.
ESSENTIAL JOB FUNCTIONS
- Rotates through all customer service and cashier roles/positions with sufficient frequency and duration to maintain specific knowledge of related computer software required to perform any role, function or task required for day-to-day operations relating to receipt of payments and customer account changes and/or information requests.
- Welcomes new customers, takes new service applications, collects deposits and tap fees, sets up new accounts, adds charges to accounts, issues service orders, coordinates with Business License division on commercial applications.
- Issue service orders, when necessary, to provide additional customer service and follow up with the customer about results of service order.
- Accurate daily balancing of payments received.
- Maintains a professional relationship and demeanor with all customers; provides all services with courtesy and patience.
- Receives and distributes incoming mail; prepares outgoing mail.
- Types and receives forms, memos, correspondence, payments, and documentation; processes, responds, copies/distributes, forwards, and maintains.
- Prepares reports, as directed by Utility Billing Office Superintendent.
- Performs other reasonable duties in a safe manner as assigned by immediate supervisor or other supervisors as required.
QUALIFICATIONS
Education and Experience:
High school diploma or equivalent with related work experience in handling large amounts of cash and in counting back change to customers; or an equivalent combination of education and experience.
Special Qualifications:
- Must be bondable.
- Must maintain regular attendance on the job.
- Must be able to work overtime as necessary.
- Possession of a valid, State of Alabama driver’s license to operate a motor vehicle. Requirement exists at the time of hire and as a condition of continued employment.
KNOWLEDGE, SKILLS & ABILITIES/PHYSICAL DEMANDS/WORK ENVIRONMENT
Knowledge, Skills and Abilities:
- Knowledge of basic accounting procedures.
- Knowledge of basic bookkeeping.
- Knowledge of City ordinances, policies, and procedures, with emphasis on those pertinent to the Utilities Department.
- Knowledge of modern office practices and procedures.
- Knowledge of Microsoft Office (Word, Excel, PowerPoint, and other similar programs).
- Skill in planning and organizing work.
- Skill in interpersonal relations; establish and maintain effective working relationships with fellow employees and the general public.
- Skill in verbal and written communication.
- Skill in the use of small office equipment, including copy machines or multi-line telephone systems.
- Skill in using computers for data entry, word processing, and/or accounting purposes.
- Ability to schedule one's own work and to work against deadlines.
- Ability to concentrate on tasks despite interruptions.
- Ability to maintain regular attendance on the job.
- Ability to work overtime as necessary.
- Ability to organize and communicate effectively.
- Ability to work independently with minimal supervision.
PHYSICAL DEMANDS
The work is light work which requires exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects. Additionally, the following physical abilities are required:
- Sitting: Particularly for sustained periods of time.
- Handling: Picking, holding, or otherwise working, primarily with the whole hand. Must have the ability to place records, files, and boxes weighing no more than 25 pounds on shelves about head level.
- Hearing 2: Ability to receive detailed information through oral communication, and to make the discrimination in sound. Must have the ability to hear well enough to carry on a normal conversation with clients both in person and on the telephone.
- Manual Dexterity: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling. Must have the ability to efficiently operate a computer, calculator, fax, copy machine and other related office machines.
- Visual Acuity 1: Have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading. Must have the ability to see well enough to interpret data on a computer monitor.
- Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another. Must have the ability to move freely about the office.
WORK ENVIRONMENT
Work is primarily performed indoors without exposure to harmful conditions.
DISCLAIMER
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.