Customer Service Representative

Customer Service Representative

Job Description

An employee in this class is responsible for providing reception, customer service, and accounts receivable work for the City. Work involves public contact functions and coordination with other departments within the Cityâ s organizational structure. Work also requires considerable knowledge of the Cityâ s utility customer service policies and field activities. Considerable tact and courtesy are required in these public contact functions. Work is performed under regular supervision and is evaluated through conferences, by review of appropriate records and reports, and the accuracy and thoroughness of assigned responsibilities. Works under the direction of the Finance Director.

Essential Duties and Tasks

Serves as telephone and visitor receptionist for City Hall Annex; directs visitors and calls to proper location.

Collects incoming revenue from utility customers, and other fees, solid waste, permitting, and other sources; inputs collections into computer system; collects revenues in person and through the mail; keys in account number; balances cash drawer.

Uploads and downloads handheld meter reading computers to create usage database; prints and reviews bill edit lists; prepares and reviews customer utility service disconnection lists and coordinates with field staff; prints and mails utility bills.

Assists customers with establishing utility accounts; describes and assists customers with utility, solid waste and other municipal services; establishes customer account data base; coordinates connection and disconnection of service with field staff; performs account close outs.

Trouble-shoots billing problems with customers, field staff, real estate agents, developers and others; prepares work orders for meter inspections, reading and changes; makes decisions on what and how to adjust accounts to correct errors, for broken lines, etc.; prepares final bills when customers move; maintains updated data base on meter numbers and locations.

Performs inquiry on accounts to solve customer billing and payment problems; coordinates with utility billing staff as needed.

Answers incoming calls for general City government; provides general information to citizens; forward calls to proper location; takes messages when necessary.

Maintains updated database for billing addresses; research as necessary to update billing database.

Explains processes and fees to customers.

Answers complaints from citizens, research problems, and renders decisions or answers to their questions; refers precedent setting issues to higher level management for advice and consultation.

Reconciles daily cash receipts with data entry by revenue account; prepares various logs and reports as needed.

Performs general office support work including typing, word processing, maintenance of various logs and manual records and files.

Additional Job Duties

Assists and backs up other staff.

Performs related duties as required.

May perform or assist with safety program and/or procedures.

May perform or assist with accounts receivable (AR) and