CUSTOMER SERVICE REPRESENTATIVE
DEFINITION
Provides a variety of customer service and office support functions; handles inquiries from the public via multiple forms of communication methods; receives/handles customer payments and maintains customer account records; performs related duties as required.
ESSENTIAL FUNCTIONS
Essential functions include, but are not limited to, the following:
- Provides information regarding water service to the public or to District staff that requires the use of judgment and the interpretation of policies, rules, or procedures
- Receives customer payments and other District monies and issues receipts; processes payments received by mail; explains online bill payment system; sets up and cancels service at customer’s request; processes new service applications and a variety of customer account documents and records
- Receives customer complaints and notifications of problems via telephone, face-to-face, and e-mail contact; determines nature of problem and gives information or dispatches to appropriate department
- Researches and assembles information from a variety of sources for the completion of forms or the preparation of reports
- Balances cash receipts and cash drawer; prepares bank deposits; performs related cashiering duties
- Researches billing issues at customer request; enters payments, charges, and other data into utility billing system; processes returned checks; processes and schedules cut offs for past due account
- Performs a variety of general office support work such as organizing and maintaining various files; completing and/or forming letters; and proofreading and checking materials for accuracy, completeness, and compliance with District policies and regulations
- Maintains confidentiality in regards to customer relations, accounts, and proprietary information
- Operates copiers and a variety of office equipment
- Performs duties in a professional manner and works well with others or in a team setting
- Establish and maintain cooperative working relationships with co-workers, outside agencies, and the public
- Regular attendance and adherence to prescribed work schedule to conduct job responsibilities
- Observes safe work practices and safety methods; performs other duties as assigned
QUALIFICATIONS GUIDELINES
Knowledge and Abilities
Knowledge of:
- Customer service techniques, including face-to-face, telephone/fax, and e-mail.
- Correct business English usage, including spelling, grammar, punctuations, and vocabulary
- Basic business data processing principles and the use of computer software and hardware
- Business arithmetic including percentages and decimals
- Office practices and procedures including filing and the operation of standard office equipment
- Policies and procedures related to billing and customer service
Ability to:
- Communicate clearly and concisely, both orally and in writing
- Write reports and keep accurate records
- Accurately count, record, and balance cash transactions and other monies received as well as perform mathematical computations
- Communicate effectively with a variety of personnel and establish/maintain effective working relationships with fellow employees and the public
- Explain and apply policies and procedures; understand and follow verbal and written directions
- Operate a computer and use a variety of computer software; type correspondence and forms; enter data for computer processing with speed and accuracy
- Operate a calculator and other common office machines
- Resolve customer service problems effectively and tactfully, occasionally in strained situations
- Use initiative and sound independent judgment within established guidelines
EDUCATION & EXPERIENCE
Any combination of education or experience that would likely provide the necessary knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be: high school graduation or equivalent.
- Familiarity with Microsoft Office Products (Word, Excel, Outlook) preferred
- Prior experience maintaining and balancing a cash drawer preferred
LICENSES, CERTIFICATES, AND SPECIAL REQUIREMENTS
- None required; however, position-related certificates and licenses will be noted
***PLEASE EMAIL ALL RESUMES TO john.lollis@westandersonwaterdistrict.us PLEASE INCLUDE “JOB POSTING” IN THE SUBJECT LINE***