Job Details

Job Title: Customer Service Representative

Position Type: Full time, Hourly

Reports to: Customer Service Supervisor

Work Schedule: 7:30 AM to 4:30 PM, Monday through Friday with overtime as needed.

Revision Date: May 22, 2024

Summary/objective

To provide efficient service to customers and applicants for water and sewer service, promptly process applications for water and sewer service, perform efficient clerical work, and assist in other administrative duties. To receive payments for water and sewer accounts and to provide an efficient and accurate accounting for collections. To resolve customers' complaints and answer inquiries concerning water and sewer billings, payments, and other customer service. To promote and develop with the general public an understanding and acceptance of policies through courteous and efficient personal contact.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Prepares to meet customers by 8:00 AM. In preparation, counts working funds in cash drawer.
• Answers telephone, serves as radio operator, and handles personal communication with customers and employees.
• Explains installation procedures to new applicants, interprets policies, reads maps, initiates applications, completes necessary forms, and assigns control numbers for new service and billing.
• Process water and sewer payments along with other accounts receivable, received in the night depository, in the mail, or in person.
• Handles questions and requests such as printing bills and address changes.
• Monitors collections for accounts that the collector is working. Notifies collector immediately when accounts are paid.
• Reconciles record of each day's receipts with funds collected.
• After closing, counts out working funds and prepares the day's collections for deposit. Makes bank deposit. Locks funds in the safe daily.
• Answers billing complaints, in person and on the telephone, doing necessary research and correcting water and sewer bills as necessary.
• Process requests for water and sewer connects and disconnects, completes all necessary forms, collects appropriate fees and enters data into the computer system.
• Interprets polices to applicants and customers.
• Duties and work schedule may vary to include all facets of the water and sewer operations.
• Checks delinquent account files for any past due accounts before processing requests for service.
• Aid in formulation of the work plan and budget.
• Keeps general manager advised of any informality internal or external along with any overall personnel and customer problems or other needs within the organization.
• Keeps familiar with Environmental Protection Agency Right-to-Know regulations as they pertain to chemical substances, etc., found or used in the work area.
• Complies with traffic laws, regulations, and safe practices while operating any company vehicle.
• Other duties as assigned.

Competencies

• A knowledge of current office technology and the operation of a personal computer is a must.
• Must have knowledge of the billing and collection procedures.
• Must be thoroughly familiar with the policies.
• Must have working knowledge of Microsoft Office including Word and Excel.
• Should have a friendly and pleasant demeanor in dealing with people while performing detailed work under pressure.
• Must be able to organize work and be tolerant of interruptions from phone and walk-in customers.
• Should have the ability to calmly explain unpopular policy and procedures so as to make them acceptable to most customers.
• Must have keyboarding skills to access records on a personal computer quickly and efficiently.
• Must be able to use a calculator with speed and efficiency.
• Must have skill to reconcile reports with sums of money.
• Apply confidentiality to all areas of sensitive employee and customer information.
• Excellent verbal and written communication skills.

Reporting relationships

• Reports to: Customer Service Supervisor

Work environment

• Normal office conditions.
• Some overtime is required daily at closing time, during lunch, and during emergency operating conditions.
• Duties involve moderate to heavy workload.
• Interaction with difficult customers.
• Overtime required depending on workload and deadlines.

Physical demands

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift 15 pounds at times.

Travel required

Occasional travel to branch offices is required.

Education and experience

• High school graduate or equivalent.
• Additional education and training in office technology is desirable.
• Five years' experience in clerical and office work, including handling of monies, and meeting and dealing with people.

Additional eligibility requirements

• Must possess and maintain a valid driver's license.
• Must be willing to obtain First Aid/CPR certification upon employment.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.