Under the direction of the Senior Customer Service Representative, the Customer Service Representative performs assigned functions related to the day-to-day operations of customer service and utility billing. Duties include collecting and recording customer payments; initiating and processing customer accounts; initiating and tracking customer service work orders; processing bills; researching accounts; performing credit and collection activities; and providing customer service. This position also assists with document archiving; coordinates the dispatch of meter service and field repair teams; handles emergency calls; and performs related duties as assigned. Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to the following: Establishes water, sewer, and trash utility accounts, including verifying legal and supporting documentation. Performs cashiering duties and maintains accurate cash records, including balancing the cash drawer daily and preparing daily summaries of payments received and services completed. Computes and records daily receipts using a computer and multiple software applications. Verifies data from a wide variety of source documents, including legal documents. Initiates, reconnects, and disconnects utility service orders for non-payment, as needed. Prepares service orders for new service, pressure checks, and repairs. Generates customer notifications. Compiles documentation for nonsufficient funds processing. Operates 10-key calculators, printers, scanners, copiers, and other office equipment. Processes service turn-offs, payment plans, and collection submissions, as needed. Provides information regarding utility service activities and account information to customers and the public. Provides customer service to the public by telephone and in person. Assists customers in resolving difficult or complex account-related inquiries. Maintains accurate files, including account records and supporting documents. Maintains confidentiality of customer and City information. Researches and determines the existence and status of business licenses for rental properties. Processes invoices and manages related documentation to ensure timely and accurate payments. Assists with the sale of various bus passes for VVTA.
Education and Experience:
High school diploma or GED, supplemented by college-level coursework, and a minimum of two (2) years of experience in a utility, professional office, or customer service-related environment, including at least one (1) year of experience performing cashiering duties. License(s)/
Certifications:
None required.
Knowledge of:
Procedures, methods, and practices of utility billing and customer account record-keeping, and practices of front office and customer service operations. Procedures, policies, rules, and practices related to utility billing. Utility billing software. Data processing methods and basic software programs, including Microsoft Office. General policies, rules, procedures, and regulations related to establishing customer accounts, customer billing, and account collections. Modern office practices, procedures, and equipment, including software and database programs. English usage, spelling, grammar, punctuation, and basic mathematical principles. City policies and procedures. General cash-handling procedures. Using a 10-key calculator. Organization and department operations, services, policies, and procedures.
Skill and Ability to:
Provide professional and efficient customer service. Communicate clearly and effectively, both verbally and in writing. Organize work, prioritize assignments, and exercise independent judgment, common sense, initiative and sound decision-making. Thoroughly carry out oral and written instructions. Exercise good judgment when dealing with customer accounts. Maintain records, gather data, and prepare accurate reports. Meet with members of the public under normal and adverse conditions. Examine source documents and printouts and identify errors and discrepancies. Make calculations quickly and accurately. Enter and verify data. Adapt to and learn new software and computer skills. Understand and explain ordinances, policies, procedures, and services. Work effectively in a fast-paced environment while multitasking. Establish and maintain effective working relationships with those contacted in the course of work, including City and other government officials, community groups, and the public. Define problems, establish facts, and draw valid conclusions. Manage situations requiring diplomacy, fairness, firmness, and sound judgment. Apply safe work practices. Assist customers in resolving issues. Perform cashiering duties and maintain cash records. (Must be performed with or without reasonable accommodations.) This position works primarily in an indoor office environment and in close proximity to other workers. Incumbents may be exposed to conditions normally encountered in an office environment. Physical demands are light to moderate and consist primarily of sitting, standing, walking, lifting, carrying boxes weighing up to 50 pounds, and/or using a hand dolly. Positions in this class typically require balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, talking, hearing, seeing, and performing repetitive motions.
Medium Work:
Exerting 20 to 50 pounds of force occasionally (up to 1/3 of the workday), and/or 10 to 25 pounds of force frequently (1/3 to 2/3 of the workday), and/or greater than negligible up to 10 pounds of force constantly (2/3 or more of the workday) to move objects. Physical Demand requirements are in excess of those for Light Work. Incumbents must be able to see and hear within the normal range, with or without correction, and communicate verbally and in written form with great facility and must be able to be understood. Incumbents must have the stamina to work extended hours and overtime, if assigned, and must be willing to work an irregular schedule, which may include weekends, holidays, evenings, and/or varying shifts.
