Water Customer Service Specialist II - Call Center

About the role

These positions are vital to the daily operations of the Water System. The Water Customer Service Specialist II processes the following:

• Provides customer service/assists customers;
• Provides account and general Water System information;
• Answers questions and concerns;
• Investigates and resolves issues and problems related to water accounts and billing in accordance with department procedures;
• Establishes and closes accounts and refers difficult questions to lead or supervisor for resolution.

Responsibilities

• Leads and coordinates daily work activities in the cash room:
• Opens cash room;
• Ensures cashiers have adequate change;
• Ensures cash room has adequate supplies;
• Balances cash drawers;
• Reviews and submits daily production reports for all cashiers;
• Works daily reports as assigned and resolves discrepancies;
• Assists with supervision of co-workers by reporting employee problems;
• Trains and instructs co-workers regarding operational procedures.

• Provides customer service:
• Assists customers;
• Provides account and general Water System information;
• Answers questions and concerns;
• Investigates and resolves issues and problems related to water accounts and billing in accordance with department procedures;
• Establishes and closes accounts, and refers difficult questions to lead or supervisor for resolution.

• Enters information into billing system to process transactions and update records:
• Applies charges and deposits;
• Determines if customer qualifies for a payment and sets up payment arrangements in billing system;
• Determines if customer qualifies for fee to be waived based-on department policies and waives fees;
• Updates customer information;
• Notates accounts.

• Enters service orders in billing system for gains, finals, service restoration, and verifying meter readings.

• Maintains accounts in billing system:
• Evaluates requests for leak adjustments and determines if customer qualifies for adjustment;
• Applies adjustments to accounts;
• Sends customer notifications regarding adjustment;
• Processes surety bonds;
• Marks billing exceptions;
• Enters special billings into billing system, such as industrial surcharges, water retainage, and municipal account charges;
• Updates accounts when meters are replaced.

• Closes out service orders completed by field staff:
• Reviews hard copy for completeness;
• Maintains service order records files;
• Enters service order data into billing system;
• Closes service order in billing system.

• Processes customer online requests to establish and final services:
• Including creating service order,
• Contacting customer to collect payment,
• Sending confirmation emails.

Qualifications

• High School Diploma or GED required;
• Supplemented by two years of experience in utility billing and collections.

Physical Abilities

• Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds).

Sensory Requirements

• Some tasks require the ability to hear and communicate orally.

Environmental Factors

• Performance of essential functions may require exposure to adverse environmental conditions, such as irate customers.

Pay

N/A

Schedule

N/A

Benefits

N/A