Customer Service Associate III

This class is responsible for providing complex office or field support to department customers. Incumbents serve as lead to staff.

• Serve as a lead to staff to include assigning and monitoring work providing direction and ensuring work is completed correctly by lower-level staff members.
• Provides advanced customer service regarding department issues to include processing or completing work orders, processing applications, issuing permits, and investigating complaints.
• Updates, reviews, analyzes and prepares a variety of reports and logs and distributes to appropriate personnel.
• Reviews and researches complex customer account issues, which may include accessing GIS and/or tax records and notifies individuals regarding overdue balances and may discontinue service if needed.
• Updates accounts and maintains files and records.
• Oversee the training of lower-level staff on calculating and processing adjustments and the required paperwork, lost water procedures and other associated processes.
• Creates, updates and maintains accounts and records of billing, processes payments and permits to include balancing monies.
• Performs other duties of a similar nature or level.

Training and Experience (positions in this class require): High School Diploma, or G.E.D., and four years of general office or field customer service experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Licensing Requirements (positions in this class require):

• Valid Driver's License from state of residency.

Knowledge (position requirements at entry):

Knowledge of:

• Applicable federal, state, and local laws, rules, and regulations
• Advanced customer service principles
• Math and accounting
• Bookkeeping/accounts receivable principles
• General office procedures
• Meter reading principles
• Detailed commercial and residential billing procedures.

Skills (position requirements at entry):

Skill in:

• Using a computer and applicable software applications
• Providing customer service
• Leading staff
• Using general office equipment
• Maintaining records and files
• Handling cash transactions, balancing cash drawers, and preparing deposits
• Conducting work orders
• Prioritizing and assigning work
• Reading meters
• Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.

Positions in this class typically require: kneeling, crouching, reaching, standing, walking, fingering, grasping, feeling, talking, hearing, seeing and repetitive motions. Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.