Customer Service Clerk I

Approved Title: Customer Service Clerk I                       Job Code:  38RN                              FLSA Classification: Non-exempt   

Working Job Title: Customer Service Clerk I                  Pay Grade: 13                                       Date Revised:  Augusta 3, 2022

Department: Utilities-4412                                                                                                   Original Date Prepared: August 25, 1997

Reports to: Customer Service Supervisor                                                                      

Does the Position Have Direct Reports? Yes  No

If Yes, What is the Title of the Position that Reports to this Position:

Is this Position Safety Sensitive? Yes  No  

                                                                                                               

General Summary: Processes payments for utility bills and assists customers with utility connections, billing and payment within the guidelines of Augusta-Richmond County ordinances and department policies and procedures. Reports to the Customer Service Supervisor or other designated person. Works with co-workers, the public, and employees to provide operational support.  Performs all other duties as assigned.

key responsibilities and performance standards

 

 

Percentages

TYPICAL CLASS ESSENTIAL DUTIES:    

30%

Processes payments for utilities, other fees and services. Receives monies from customers by check, cash, and credit card. Documents payments received, balances cash draws daily and prepares bank deposits.

30%

Performs customer service functions: provides information and assistance regarding utility billing, payments, or other issues. Responds to routine questions, complaints or requests for services. Initiates problem resolution, conducts research, recommends solutions and conducts follow-up to ensure customer satisfaction.

20%

Sets up new accounts, assists customers in identifying needed services, and provides information regarding services and fees. Inputs data into computer system database while creating and updating work orders.

20%

Serves as a primary contact for service related question, reviews status of work orders and resolves complaints regarding services.  Answers questions, responds to requests regarding billing/payments and troubleshoots meter reading problems and billing errors.

          As Required

Performs other duties of a similar nature or level.

100% Total:  100                                           (This section’s percentage must total 100%).

POSITION SPECIFIC RESPONSIBILITIES MIGHT INCLUDE:

• Provides customer service to walk-ins, processes payments and receives payments.
• Uses CIS billing software to research customer complaints.
• Handles large sums of money, preparing reports, and filing and maintaining financial records and accounts.
• Researches for amounts due and past due balances
• Corrects address changes on returned mail and re-mails to new address
• Scans account documents

Qualifications

Required minimum qualifications:

Education: High School diploma or GED    

Experience: One (1) year experience providing customer service, preferably to the public, both in-person and by telephone.

Preferred:  Cashiering experience in banking or credit union.

 

Knowledge/Skills/Abilities:

• Considerable knowledge of proper office and clerical proced