(1) Customer Service Rep I

Safety/Security Status:         None

SUMMARY Performs  utility account (electric, water, sewer and refuse) maintenance and research; processes all types of payments for utility service and general government; communicates with the public by performing the following duties.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Reporting relationships, work assignments, and work schedules may be subject to change in order to meet City needs or operational requirements.  Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position.  Other duties may be assigned.

 

Participates in the provision of customer service to approximately 30,000 combined utility customers, answering approximately 59,000 phone calls a year and the processing of approximately $129,000,000 in utility and general City payments each year.

Accepts, enters and balances payments and deposits monies.

 

Enters information in billing software.

 

Answers phone, email, and  in-person inquiries about utility accounts and general City information.

 

Operates and uses imaging software for archiving and research.

 

Researches customer complaints and comments, then communicates results to the customer.

 

Researches customer payments and determines if a payment has been misapplied.

 

Set-up, transfer and terminate utility services.

 

Notate accounts with pertinent information.

 

Review accounts to ensure qualified for extensions upon customer request and grant or deny extensions based on City policy.

 

Prepare adjustments to utility accounts.

 

Communicate by radio, in person, by phone and email with staff and customers.

Operates office machines.

 

Works in a safe manner.

 

Maintains various files.

 

Prepare various forms.

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Process returned mail.

 

SUPERVISORY RESPONSIBILITIES   None

 

QUALIFICATIONS  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

 

LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

 

MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

 

REASONING ABILITY Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

 

COMPUTER SKILLS  Must have demonstrated skills in Microsoft Word, Excel, Outlook or other similar software and have the ability to learn and operate in a variety of software programs.

CERTIFICATES, LICENSES, REGISTRATIONS Must be able to be bonded in the State of Arkansas.

 

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the em