Customer Service Representative I

JOB SUMMARY

Under general supervision of the Director of Finance, the Customer Service Representative I serves as a representative of the Utility Billing Department. Required to greet and assist walk-in customers, offering excellent customer service. Receives, enters, and reconciles daily cash payments.

SUPERVISION

RECEIVES direct supervision from the Director of Finance.

EXERCISES no supervision.

ESSENTIAL JOB FUNCTIONS

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

Greet Public/Customer Service

• Greet the walk-in public with excellent customer service.
• Respond to general inquiries for information and directions.
• Answer, screen and direct telephone calls to appropriate department or individual.
• Responsible for answering questions concerning payments in a pleasant and friendly manner, under varied demanding and stressful situations.

Account Maintenance

• Create, update and maintain customer utility accounts.
• Process new service requests, transfers, disconnects, and reconnects.
• Review and explain utility charges and consumption data.
• Investigate billing discrepancies and coordinate corrections.
• Assist with mailings, notices, and public utility communications.

Receives Cash Payments

• Receive cash payments made to the City and issue all receipts.
• Empties payment boxes each morning for receipts.
• Receive payments made by walk-in traffic and through the mail.
• Allocate payments to correct accounts.
• Reconcile and balances cash drawer daily and prepares bank deposits.

Other Duties

• Performs other job-related duties as assigned.
• Performs other related duties as assigned by the Director of Finance.
• Regular and consistent attendance for the assigned work hours is essential.

MINIMUM QUALIFICATIONS

Education, Training and Experience Guidelines:

High School Diploma or equivalent is required. Cash handling experience is preferred. Prefer two years’ experience in an office environment.

Knowledge of:

• Effective customer service skills and public relations techniques with the ability to present the City in a positive and professional manner.
• Money handling policies and procedures.
• Operation of computerized cash register.
• City ordinances, policies, rules, and regulations regarding the payment of bills, late charges, extensions, etc.
• Collection, accounting, and submission of utility revenues.
• Time management techniques, with the ability to organize, schedule, assign, delegate, coordinate, and monitor the work to accomplish the most possible in the time available.
• Problem solving techniques for identifying problems, researching, and determining the most appropriate course of action for resolution.
• Radio dispatch procedures.
• Basic computer applications including proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook), and use of the Internet is required.

Skills and Abilities:

• Skill in effective oral and written communication.
• Calculate accurate payments due and provide receipts/change effectively and efficiently.
• Balance and reconcile daily receipts.
• Resolving customer complaints and concerns.
• Skill in establishing and maintaining effective working relationships.
• Be punctual and regular in attendance.

LICENSES AND/OR CERTIFICATIONS

Valid State of Texas Driver’s license.

PHYSICAL DEMANDS / ENVIRONMENTAL FACTORS AND CONDITIONS

• Work is performed in a standard office environment.
• May be subject to repetitive motion such as typing, data entry and vision to monitor.
• May require standing and sitting.
• May be subject to occasional lifting, carrying, bending, reaching, kneeling, pulling, crouching, and lifting.
• Must be able to sit for an extended period.
• Must be able to work in stressful situations.

Normal duty hours are 8:00 a.m. to 5:00 p.m., Monday - Friday in the office. Benefits include 100% employer paid employee only medical, dental, vision, and basic life insurance premiums. Paid vacation, holiday, and sick leave available. Participation in the Texas Municipal Retirement System is required, as well as Social Security deductions.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.