Utilities Customer Service Representative - 03625

Job Description

Performs intermediate clerical and technical work providing customer and customer account services. Provides customer service support by answering a high volume of calls. This position assists customers to initiate or terminate services, receives and processes customer inquiries and complaints, and prepares and maintains customer service records. This position also prepares account adjustments. Does related work as required. Work is performed under regular supervision.

The hiring range for this position is from $18.55/hour to $25.51/hour based on experience.

The full salary range for this position is $18.55/hour to $32.47/hour to provide opportunity for growth and development.

Examples of Duties

• Answers phones and assists walk in customers;

• Opens and closes customer accounts, explains fees, charges, and payment procedures;

• Enters customer information into database and updates records as required;

• Reviews unusual bills and calculates adjustments if necessary;

• Receives complaints and service requests from Utilities customers;

• Attempts to resolve complaints or refers to field;

• Coordinates utility bills delinquency list with accounting department;

• Prepares utilities bill adjustments;

• Enters customer data into meter computers and re-loads completed data in computer system;

• Prepares work orders for new and discontinued service;

• Handles regular correspondence with customers;

• Uploads and downloads meter reading equipment;

• Enters new service addresses into database;

• Processes invoices and payments for availability and connection fees;

• Enters meter sets and meter replacements into database;

Performs related tasks as required

Knowledge, Skills and Abilities

• General knowledge of customer service procedures;

• General knowledge of the practices and procedures of the utility office and billing procedures;

• General knowledge of bookkeeping terminology and methods;

• General knowledge of standard office procedures, practices, and equipment;

• Knowledge of routine accounting principles;

• Ability to maintain financial records and to prepare reports and statements;

• Ability to build and maintain effective relationship with customers, co-workers, and the general public;

• Ability to exercise tact and diplomacy in dealing with the public;

• Ability to make arithmetical computations quickly and accurately;

• Ability to post accounts with speed and accuracy;

• Ability to operate efficiently a variety of office machines.

Education and Experience

Any combination of education and experience equivalent to graduation from high school supplemented by courses in bookkeeping, computer operations, and 1 to 2 years of experience in general accounting clerical work involving contact with the public.