15355 - Customer Care Rep Senior

Job Code: 21120 Salary Grade: 8  Salary Range: $36,774 - $55, 999 FLSA: Nonexempt 

Department: Utility Customer Operations 

Essential Functions:
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Leads and coordinates daily work activities of assigned co-workers; confers with supervisor to obtain direction regarding work assignments and priorities; organizes tasks in order to complete assigned work; monitors status of work in progress and inspects completed work; confers with co-workers; assists with complex/problem situation; provides technical expertise; assists with training and instructing co-workers regarding operational procedures and proper use of equipment; and assists with supervision of co-workers by reporting employee problems and providing input on disciplinary action and employee performance evaluations.

Performs customer service functions; provides information/assistance regarding water, sewer, sanitation, or other services, procedures, documentation, fees, or other issues; distributes forms and documentation; responds to routine and complex questions or complaints; researches problems/complaints; and initiates problem resolution.

Analyzes customer accounts; receives and reviews billing charges, meter readings, and service issues; performs calculations to resolve seasonal billing questions, tiers, and consumption; identifies errors and problems; initiates problem resolution; and maintains and updates all files and accounts.

Enters new accounts, connections/disconnections, work orders, re-reads or other requests in department computer systems; assists customers in identifying needed services; provides information regarding services and fees; inputs data; and creates and updates work orders.


Minimum Qualifications:
High school diploma or GED required; three years of experience in customer service or related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Supplemental Information 

The UCO Disputes Resolution team handles and resolves executive level disputes and inquiries from county residents. 

Preferred skills and qualifications 

Intermediate proficiency in Microsoft Excel, including the use of basic formulas and data functions, with working knowledge of the full Microsoft Office Suite.

Demonstrated ability to work independently as a proactive self-starter in a regulated, public-service environment.

Team lead experience with a strong focus on initiative, accountability, and process improvement.

Ability to provide empathetic customer service while maintaining professional boundaries, emotional discipline, and sound judgment in compliance with government policies.

Strong research and analytical skills, with the ability to review utility records, billing data, service histories, and regulatory information accurately and thoroughly.