(1) Customer Service Rep I

Utility Account Service Representative

Performs utility account (electric, water, sewer and refuse) maintenance and research; processes all types of payments for utility service and general government; communicates with the public by performing the following duties.

Essential duties include the following. Reporting relationships, work assignments, and work schedules may be subject to change in order to meet City needs or operational requirements. Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position. Other duties may be assigned.

Participates in the provision of customer service to approximately 30,000 combined utility customers, answering approximately 59,000 phone calls a year and the processing of approximately $129,000,000 in utility and general City payments each year.

Accepts, enters and balances payments and deposits monies.

Enters information in billing software.

Answers phone, email, and in-person inquiries about utility accounts and general City information.

Operates and uses imaging software for archiving and research.

Researches customer complaints and comments, then communicates results to the customer.

Researches customer payments and determines if a payment has been misapplied.

Set-up, transfer and terminate utility services.

Notate accounts with pertinent information.

Review accounts to ensure qualified for extensions upon customer request and grant or deny extensions based on City policy.

Prepare adjustments to utility accounts.

Communicate by radio, in person, by phone and email with staff and customers.

Operates office machines.

Works in a safe manner.

Maintains various files.

Prepare various forms.

Process returned mail.

Supervisory responsibilities : none.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or experience : high school diploma or general education degree (GED); or one to three months related experience and / or training; or equivalent combination of education and experience.

Language skills : ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Bilingual preferred.

Mathematical skills : ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning ability : able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer skills : must have demonstrated skills in Microsoft Word, Excel, Outlook or other similar software and have the ability to learn and operate in a variety of software programs.

Certificates, licenses, registrations : must be able to be bonded in the State of Arkansas.

Physical demands : while performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and / or move up to 10 pounds, frequently lift and / or move up to 25 pounds, and occasionally lift and / or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work environment : the noise level in the work environment is usually moderate.

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.