Part-Time Customer Service Representative

Essential Job Functions

• Receives, verifies, and processes utility bill payments and other revenues.
• Edits and verifies receipts and charges for revenue accounts from other City Departments.
• Researches and responds to customer inquiries and complaints regarding charges, delinquencies, and deposit refunds.
• Prepares daily cash drawer summaries, balances monies received, and prepares deposit slips.
• Accurately inputs all transactions and payments into computer databases.
• Processes utility service orders including connects, transfers, and disconnects, and assists customers in completing forms.
• Collects deposits and verifies the accuracy of information.
• Explains utility billing policies and procedures to customers.
• Enters customer information into computer databases and answers questions regarding account status and makes adjustments when errors are found.
• Processes utility bills for various services provided by the City.
• Prepare adjustment and billing reports.
• Processes returned checks and collects associated service charges.
• Determines necessity of disconnecting electricity to expedite collections.
• Informs and negotiates payment of delinquent accounts and authorizes reconnection of power within established guidelines.
• Determines action to be taken for serious delinquencies including use of collection agency, court action or write off.

Knowledge, Skills, And Abilities

• Understanding of collection processes, enforcement techniques, available legal actions, and the ability to interpret complex statutes, procedures, regulations, and guidelines.
• Ability to administer utility policies in a professional manner including responding tactfully and courteously to customer inquiries and complaints utilizing proven skills in customer service principles and techniques.
• Ability to learn computer software programs used in utility billing and revenue collection processes.
• Ability to communicate effectively both verbally and in writing.

Qualifications

• High school diploma, GED, or equivalent.
• 1-2 years of experience in customer service.
• Must be bondable.
• Must be able to successfully pass a background check, a driving record check, and a pre-employment drug test.

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