CUSTOMER ACCOUNT REPRESENTATIVE

_DUTIES _
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GENERAL DESCRIPTION

The essential function of the position within the organization is to provide advanced customer service and manage complex account records for the Utility Office. This position will assist the City Treasurer in posting all city revenue accounts to include cash collections. Employees of this classification have a high degree of customer contact.

PRIMARY DUTIES: This list represents the essential tasks performed by the position. Employees may be assigned additional duties by management as required.

• Use tact and diplomacy while serving as an informational resource to customers, or the general public;

• Answer questions or responding to complaints from citizens.

• Process various customer service requests including orders for initiation or disconnection of service, service orders, billing inquiries, and name and address changes. Establish a positive relationship with the public through courteous, responsive, and professional assistance.

• Review various documents for accuracy and completeness, making necessary corrections, and entering the data into Departmental computer systems;

• solving problems and/or directing customers to proper areas; assessing customer or client needs;

• Respond to customers over the telephone, by internet, in person, and in writing with information regarding their individual accounts. Issue, record, and follow up on payment arrangements, service order requests, and all related documentation on an individual customer account basis

• Interpret policy and protocol;

• Adjust account records to correct inaccuracies;

• Receive and process payments of water and sewer billings received via mail or in person, utilizing remittance processing equipment and software.

• Assist with updating the Procedures Manual, including development of new procedures.

• Operate all office equipment efficiently, including computer keyboard, personal computer with Word and Excel software, copier, calculator, scanner, various printers, and any automated machinery acquired in the future

• Provide clerical assistance; balancing ledgers, cash accounts, or daily receipts;

• Performing related duties as required and assigned.

EDUCATION REQUIREMENTS:

Requires High School diploma, GED and formal training, special courses or self- education that is equivalent to satisfactory completion of one year of college education or specialized advanced training.

EXPERIENCE REQUIREMENTS:

Requires one year of related experience.

_AMERICANS WITH DISABILITIES ACT COMPLIANCE _

The City of McAlester is an Equal Opportunity Employer. ADA requires the City to provide adequate accommodations to qualified persons with disabilities.
Prospective and current employees are encouraged to discuss ADA accommodations with management.

Job Type: Full-time

Pay: From $16.05 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Experience:

• Customer Service: 1 year (Required)
• Cash Handling: 1 year (Required)

Work Location: In person