CUSTOMER SERVICE REPRESENTATIVE III

About the role

Under direction, to serve as a lead Customer Service Representative for the Customer Service & Marketing Division of Burbank Water and Power; to perform a variety of complex customer service duties; and perform related work as required.

Responsibilities

• Serves as a lead to other Customer Service Representatives in a customer care section including: billing, call center, cashiering, credit, collection, marketing, and field services;
• Manages customer interactions in person, via e-mail, fax, and telephone;
• Resolves complicated and escalated customer inquiries;
• Addresses customer concerns regarding their municipal services account, billing, programs, and City services;
• Calculates and processes adjustments and corrections to customer accounts;
• Understands system dependencies and relationships to determine cause and effect of issues;
• Accesses various databases and software applications to resolve customer service, billing, and payment issues;
• Accepts bill payments and issues receipts;
• Makes appropriate payment extensions;
• Accepts and prepares applications for utility services;
• Handles cash, balances a cash drawer, and prepares deposit slips of cash and checks;
• Coordinates with other departments for delivery of service;
• Responsible for complex and confidential clerical functions requiring discretion and specialized knowledge;
• Recommends procedural changes for operational improvements;
• Reviews and edits outgoing materials for clarity, correct spelling, punctuation and grammar, proper form, and completeness;
• Explains billing rates and difficult procedures;
• Interprets internal regulations;
• Promotes City programs and services;
• May supervise, train, and evaluate employees;
• Performs functions of Customer Service Representative I and II.

Requirements

• Knowledge of cash accounting procedures; principles of billing, credit, and collection; basic principles of customer service and utility services; basic research methods and analytical techniques; basic arithmetic; methods of receiving and accounting for payments; good customer relations practices; proper English usage, spelling, grammar, and punctuation.
• Skill in planning and organizing; accuracy and integrity in handling cash; handling conflict effectively; assisting customers with tact and empathy; prioritizing multiple tasks; utilizing computers and related software.
• Ability to lead and train others; work with frequent interruptions; organize and maintain record keeping systems; understand, interpret and explain a wide variety of oral and written technical procedures and policies; perform assigned office tasks; read and record figures accurately; make calculations rapidly and accurately; understand and explain utility rates; understand and carry out oral and written directions; conduct basic research and data analysis; perform basic mathematical computations; maintain confidentiality; communicate effectively, both orally and in writing; keep financial and statistical records; count cash rapidly and accurately; establish and maintain effective working relationships.

Qualifications

• Education & Training: High school graduation or equivalent and three years of recent experience in customer contact work, and one year of recent experience in operational technology, a call center, cashiering, or financial clerical work.
• License & Certificates: Type accurately from clear copy at a speed of 40 net words per minute.

Benefits

The City of Burbank offers excellent employee benefits. For additional information, see employee benefits and Benefit Summary Sheets.