Customer Service Representative

Primary Purpose of Job & Essential Duties/Responsibilities

Primary Purpose of Job

The primary purpose of this position is to provide customer service in the collection of payments received by mail or in person, to assist customers with utility services, and to respond to questions from customers about utility services and payment.

Under the direct supervision of the Budget/Treasury Officer, the employee works independently on assigned duties and responsibilities.

Essential Duties and Responsibilities

Serves as the primary, initial contact at the front counter of the payment office

Directs phone calls to appropriate departments

Processes payments received by mail or in person

Processes applications and work orders for utility accounts

Researches ambiguous and unreadable payments

Provides answers to or deals with complicated questions or problems regarding utility services or payments

Performs daily cash and check reconciliation

Secures revenue by verifying and posting receipts and resolving any discrepancies

Prepares insufficient check collection letters and pursues payment

Processes autopay batches for moorage accounts for each billing cycle

Performs other duties as assigned

Knowledge, Skills, & Abilities

Knowledge of:

General office practices and procedures

Skills in:

Operating a personal computer using standard software, such as Word, Excel, and Outlook, and customized financial, accounting, and auditing software

Organizing, maintaining, and managing a wide variety of records and files, including financial and legal records, both in paper and electronic form

Prioritizing work while focusing on multiple tasks that require meticulous attention to detail

Providing customer service including answering questions, handling payments, and dealing with routine problems

Ability to:

Recognize and maintain confidential information

Produce high quality work that has been self-reviewed for accuracy

Work independently based on general instruction and in compliance with policies and procedures

Communicate effectively with others, both orally and in writing, using both technical and non-technical language

Understand and follow oral and written policies, procedures and instructions

Use logical and creative thought processes to develop solutions according to written specifications and oral instructions

Perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines

Quickly learn and put to use newly acquired skills and knowledge

Minimum Qualifications & Other Job Requirements/Expectations

Minimum Qualifications

High school diploma or GED;

and

One year of experience in customer service, bookkeeping or accounting, or cash handling;

or

Any equivalent combination of experience, education, and training which provides the knowledge, skills, and abilities necessary to perform the work

Other Job Requirements or Expectations

None

Working Conditions & Physical Requirements

Working Conditions:

General office setting

Specific Physical Requirements:

Operating office equipment requiring repetitive hand movement and fine coordination using a computer and keyboard on a daily basis

Stand or sit for prolonged periods of time either in front of computer

Occasional bending, climbing, stooping, reaching, and twisting

Occasionally lift, carry, push, or pull objects up 50 pounds with or without the assistance of proper equipment

General Physical Requirements:

Sufficient clarity of speech and hearing or other communication capabilities which permits the employee to communicate well with other employees and the general public

Sufficient vision or other powers of observation which permits the employee to use a computer screen and process numeric data

Sufficient manual dexterity which permits the employee to operate a computer keyboard and access files

Sufficient personal mobility and physical reflexes which permits the employee to move about in an office environment