Customer Service Representative

Customer Service Representative

Water

FLSA: Non-Exempt

JOB SUMMARY
This position is responsible for providing customer service to water utility customers.

MAJOR DUTIES

• Greets visitors by telephone and in person; identifies and assesses customer needs in order to achieve
  customer satisfaction.
• Receives and processes payments received in person in the form of cash or check, by mail, through the drop box, and online.
  
• Creates new accounts and closes accounts as appropriate.
  
• Updates customer account information, including name and address changes.
  
• Coordinates the purchase and rental of water meters.
  
• Utilizes the work order management system to create, update, and close work orders related to meter
  installation and repair, leak investigation, service turn-ons and turn-offs, etc.
  
• Reviews meter readings and charges with customers; assists in the development of payment plans for
  overdue bills.
  
• Performs related duties.

KNOWLEDGE REQUIRED BY THE POSITION

• Knowledge of customer service principles and practices.
  
• Knowledge of city and departmental policies and procedures.
  
• Knowledge of computers and job-related software programs.
  
• Knowledge of customer account management principles.
  
• Skill in handling cash and balancing cash drawers.
• Skill in preparing reports.
  
• Skill in prioritizing and organizing work.
  
• Skill in the provision of customer services.
• Skill in oral and written communication.

SUPERVISORY CONTROLS
The Utility Customer Service Manager assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES
Guidelines include established fees and water rates, leak adjustment policies, and department and city policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY/SCOPE OF WORK

The work consists of related customer service duties. The unique needs of each customer contributes to the complexity of the position. Successful performance helps ensure the efficient and effective provision of services to Water Department customers.

CONTACTS

Contacts are typically with co-workers, customers, and the general public to exchange information, resolve problems, and provide services.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• The work is typically performed in an office while sitting at a desk or while intermittently sitting or standing. The employee is required to sit, stand, bend, reach and use hands and fingers to operate a computer, telephone, keyboard, or other office equipment.
• This position requires frequent verbal communication and active listening, including the ability to communicate clearly and effectively with customers, employees, and the public both in person and by telephone.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent; 1 to 2 years of customer service, cashiering, or related experience.