Lead Customer Service Representative

About the role

The City of Fulton Finance Department is responsible for the administration of the city’s financial services. Its mission is to provide these services to our employees, management, and the citizens in a professional and timely manner.

Responsibilities

• Affords assistance with coordinating daily workflow within the customer service area.
• Affords assistance with training and guidance of customer service staff.
• Affords assistance with resolving escalated customer service and utility billing issues.
• Investigates and responds to customer inquiries.
• Generates work orders relating to customer requests for utility service ensuring accuracy, completeness and timeliness.
• Reviews and updates customer accounts from completed work orders for accuracy, completeness, and timeliness, and maintains files in an orderly fashion.
• Receives and applies customer payments for utilities and other miscellaneous receipts with accuracy.
• Reviews meter readings and billing register, ensuring completeness and accuracy.
• Serves as backup to the Utility Billing Supervisor as needed.
• Develops and maintains working knowledge of Utility Billing Supervisor duties.
• Provides back-up for other staff persons as needed, ensuring professionalism and thoroughness.
• Deals with the public and internal staff professionally and courteously.
• Responds to requests by immediate supervisor in an accurate, complete, and timely manner.
• Performs all duties assuring compliance with established City codes, ordinances, and policies, and other applicable laws and regulations.
• Maintains an awareness of safety issues, ensuring compliance with all safety procedures.

Requirements

• Ability to sit for extended periods while performing computer and customer service duties.
• Ability to stand, walk, bend, and reach occasionally throughout the workday.
• Frequent use of hands and fingers for keyboarding, data entry, and operation of standard office equipment, requiring manual and finger dexterity.
• Ability to communicate effectively in person, over the telephone, and through electronic communication.
• Ability to read, review, and prepare written documents, reports, and computer screens.
• Ability to occasionally lift, carry, or move items weighing up to 20 pounds, such as office supplies, files, or equipment.

Qualifications

• High school diploma or equivalent.
• One year of experience in a customer service role.
• Experience with utility billing systems.
• Strong organizational and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.

Skills

• Customer service skills.
• Utility billing knowledge.
• Computer literacy, including proficiency with Microsoft Office applications.
• Attention to detail.
• Ability to handle multiple tasks simultaneously.

Benefits

• City paid insurance premiums for the employee (Medical, Dental & Vision).
• Paid time off (Vacation, Sick Leave, Family Leave).
• 15 Paid Holidays.
• Voluntary Supplemental Insurance (Accident, Short-Term & Long-Term Disability).
• Free Legends Rec-Plex membership.
• Overtime (as needed).
• Lagers retirement with employer match.
• Nationwide retirement with employer match.
• Discounts for local restaurants.
• Plus, so much more...

Pay

Commensurate with experience.

Schedule

Varies.