Customer Service Representative

Position Overview

Full performance level in customer service field requiring considerable knowledge of customer relations techniques and problem solving; under direction, receives customer inquiries related to water and sewer service and billing in a high volume call center environment, investigates and resolves customer inquiries and complaints.

Summary of Job Duties

Responds to customer telephone inquiries regarding water and sewer service and billing utilizing computer billing system and related software, retrieves related electronic or hard copy documents, reviews account information, answers customer questions related to account, responds to customer requests for changes to account information, bill corrections or payment arrangements, researches files for field investigations, waivers or adjustments, investigates and resolves account problems, refers account details as necessary to other parties to resolve complaints, performs account maintenance using billing software, schedules customer requested service orders, completes service orders using billing software as necessary, performs follow-up research, investigations, corrected bills or billing adjustments as necessary.

Processes delinquent account information, changes status of accounts using billing software, records service terminations and restorations, prepares and distributes daily reports, provides assistance to field personnel, monitors radio transmissions and provides meter and account information to field representatives.

Responds to walk-in customer inquiries, interprets complex account information, researches and investigates problem accounts, schedules appointments for service orders, makes payment arrangements with customers and enters payments and payment arrangements into billing software, refers account problems to more appropriate party when necessary. Occasionally serves as a backup for the cashier.

Composes and prepares customer correspondence using word processing software, provides billing software documents to customers upon request, composes and enters memos on customer accounts, uses billing system to generate automated letters, maintains accurate documentation of phone calls and prepares necessary documentation for Board of Appeals cases.

(Performs Related Duties As Required)

Minimum Qualifications and Requirements

Equivalent to high school diploma; two (2) years full time employment interacting with public in a customer service environment and two (2) years full time work experience utilizing a personal computer and word processing software. Work experience may occur simultaneously.

(Other Evidences May Be Substituted)