Customer Service Representative I/II

About the role

A Customer Service Representative I/II provides a variety of information and assistance to residential and business customers, resolves a variety of service and billing issues, and processes and maintains billing records and accounts. This is a flexibly staffed series, and employees typically enter at the Customer Service Representative I level.

Responsibilities

• Researches, responds to, and resolves customer concerns and issues related to billing statements, water conservation, water budgets, water service, and water quality over the phone, in person, by mail, and via the computer;
• Educates customers on water conservation and water budgets;
• Explains District policies and procedures;
• Assesses situations; determines appropriate action to defuse potentially difficult situations with customers within established guidelines; refers most difficult issues to higher-level customer service staff for resolution as appropriate;
• Prepares and generates water and sewer billings including but not limited to batching customer accounts in preparation for billing; reviewing accounts and data transferred from field customer service activities for completeness and accuracy; computing and posting adjustments and corrections; and researching and generating specialized reports;
• Schedules and coordinates inspections with field and construction crews for possible water leaks, high bills concerns, issues involving pressure; notifies field crews of main line water/sewer breaks and emergency shutdowns by way of two-way radio system or cell phone; prepares customer service orders for non-pay accounts, return checks, and verification or transfer of service, as well as other customer service issues;
• Updates and closes service orders once work is complete updating the customer records and if necessary communicating the finding to the customer;
• Processes and posts payments received at the counter, through the mail, by electronic funds transfer (EFT) or credit card transactions, prepares deposits; balances the cash register; reviews customer accounts making debit and credit adjustments as needed; runs and verifies all related reports; checks for accuracy of billing statements and payments made; prepares documents and records for filing;
• Reviews and makes appropriate notifications or takes action concerning leakage adjustments, misread or stuck meters, nonpayment of bills, returned checks, late fees and door tag fees; posts any fees or adjustments as required;
• May assist field personnel in making on-site notifications to business and residential customers concerning non-payment; advises customers of actions being taken on-site to discontinue service and methods for reinstating same; works closely with standby personnel for any issues that may arise after-hours;
• Verifies account balances on closed accounts status report; transfers balances to open accounts when appropriate; refers accounts to pre-collection agency; posts payments received and updates agency as needed; communicates actions taken to customers, collection agencies, and accounting department;
• Notes accounts with bankruptcy/foreclosure information and follows-up process until complete, making any necessary adjustments to customer accounts;
• Reviews data transferred from meter reading and customer service input to assure accuracy.

Requirements

• DEMONSTRATED KNOWLEDGE OF AND PERFORMANCE IN THE FOLLOWING AREAS:
• Principles, practices, methods and techniques used to provide and maintain a satisfactory level of customer service;
• Basic accounting and record keeping practices and methods used to develop and maintain accurate billing records;
• Principles and practices of data collection and report preparation;
• Principles and procedures of records management;
• District policies, procedures, programs, and activities pertinent to the customer service function;
• State and federal laws and regulations relevant to the customer service function;
• District meter reading and billing codes, procedures, practices, cycles and related software programs.

Qualifications

• Ability To Effectively diffuse conflicts; resolve customer service concerns and issues;
• Learn, explain and apply District policies and procedures related to billing and collection programs and other District programs and activities;
• Understand technical water terminology, practices, and procedures; interpret and communicate complex, technical information to business owners and residents;
• Operate office equipment, including computers and supporting word processing, spreadsheet, email, database applications, and the customer information system (CIS);
• Input, generate, and maintain accurate billing and related databases and reports;
• Prepare letters, memos, and forms;
• Communicate clearly and concisely, orally and in writing, using appropriate grammar, spelling, punctuation, and business vocabulary;
• Establish and maintain effective working relationships with those contacted in the performance of assigned duties;
• Research and identify potential billing inaccuracies resulting from misreads, billing estimates, and meter changes;
• Calculate and make accurate adjustments to accounts and records.

Physical And Sensory Requirements

• Sufficient eyesight to read fine statistical reports and standard text and data on computer terminal screens;
• Ability to speak and hear at normal conversational levels in person and over the telephone;
• Manual dexterity to write legibly and to use calculators, computer terminals, two-way radio, postage machine, and other general office machines;
• Ability to lift and carry approximately ten pounds;
• To reach, bend, or crouch to use files and records;
• The ability to work with regular distractions and interruptions from phones and customers at the counter;
• To work under deadline pressures;
• To effectively communicate with irate customers and/or their legal representatives under adverse conditions.