Customer Service Representative I

JOB Performs entry-level work accepting and processing payments for City utility customers. Answers multi-line telephone system, greets citizens and performs miscellaneous clerical responsibilities, including data entry. Provides excellent customer service by addressing customer issues/concerns/complaints in an efficient, professional and friendly manner. Generally, this position uses basic skills and works under close supervision, with minimal latitude for the use of initiative and independent judgment.

EXAMPLE OF DUTIES

Accept customer payments by cash, check, or credit card both in person and over the telephone.

Provide good customer service; ensure residents are aware of important dates to avoid service interruption.

Provide bilingual customer service, if bilingual.

Handle cash, collections, and balance cash drawer daily.

Process deposits, including remote deposits.

Download bank remittance files and process payments into the Incode computer system.

Maintain customer account confidentiality.

Answer telephone.

Navigate through billing system and account maintenance system.

Multitask by assisting multiple customers, entering payments, entering service orders.

Enter payments ensuring checks are filled out properly and credit card slips are signed correctly.

Complete service orders, new connect forms, change forms, etc.

Provide detailed billing information to Leander residents.

Enter new service orders and transfer forms.

Enter disconnects (utilities).Ensure detailed account maintenance.

Refer time-sensitive issues or unresolved complaints to supervisor.

Navigate through third party websites for customers.

Assist with notifying other city staff when their appointments come through the utility office.

Process night drop payments and mail payments and ensure each individual check is completely filled out properly.

Assist with questions regarding garbage/trash pick-up and direct customers with questions regarding city ordinances.

Other related duties as assigned.

Required Education and ExperienceHigh school graduate or its equivalent.

Minimum of one year of work experience in customer service. Minimum of six months experience with handling cash as part of your job. Required Certificate and LicensesNonePreferred Education, Experience, Certifications, and LicensesTwo or more years of customer service experience.

One or more years of experience handling cash as part of your job. Associate degree (A.A.) or equivalent from two-year college or technical school.

SUPPLEMENTAL INFORMATION

While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to handle and feel items, reach with hands and arms, climb or balance, stoop, kneel, talk, and hear. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position.