Customer Service Representative II

Customer Service Representative

This position is responsible for providing customer service for department operations.

Uploads meter read data; reviews and validates readings; calculates and reviews bill for accuracy; processes and prints utility bills; prepares bills for mailing.

Answers telephone and greets visitors; provides information and assistance; assists in resolving customer concerns and complaints.

Sets up new accounts and billing rates; bills contract water users.

Receives customer requests and prepares work orders.

Processes delinquent notices; processes work orders to discontinue services for non-payment.

Reviews and verifies automated payment accounts.

Receives and processes in-person payments; issues receipts.

Processes returned checks; notifies customers and follows-up for non-payment.

Reviews and processes billing adjustments.

Schedules repair appointments.

Processes bankruptcy and foreclosure notices.

Gathers information and prepares reports.

Maintains department files and records.

Performs related duties.

Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent.

Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship / internship or having had a similar position for one to two years.

Knowledge of modern office practices and procedures.

Knowledge of city and departmental policies and procedures.

Knowledge of computers and job-related software programs.

Knowledge of city utility billing policies and procedures.

Knowledge of customer service principles.

Skill in prioritizing and organizing work.

Skill in the provision of customer services.

Skill in the maintenance of files and records.

Skill in the use of such office equipment as a computer, scanner, fax machine, and copier.

Skill in oral and written communication.