Customer Service Representative III

This position is working on-site.

Provides customer service and processes payments for utilities and other city services. Under limited supervision, performs higher level customer support work, providing accurate detailed information and interpretation of related city policy to all customers in person and over the telephone. Incumbents draw upon their knowledge of departmental functions, policies and procedures, etc., as well as precedent and past experience, to solve problems when interacting with the public.

Problems may require intermediate analysis and interpretation of data. Processes all utility billings and analyzes them in order to identify and troubleshoot related problems with customer use, equipment and/or system.

Perform customer service support work, providing accurate detailed information and relating company policy to all customers. Performs data entry with a high level of accuracy. Must possess excellent interpersonal skills both in person and over the telephone. Perform accurate cashiering functions. Must be able to work within deadlines in a professional manner.

Does not supervise, but may be asked to assist the supervisor by providing training or work direction to other support staff.

• Communicates and maintains working relationships with others in carrying out job functions.
• Greets visitors to the office and answers telephones; provides customer service to the general public;
• Frequently interacts with the public, vendors, others in the work unit, and across departments to exchange basic fact information as requested or as necessary; interactions occasionally involve the exchange of detailed and/or technical information where the ability to explain concepts is exercised;
• Responds to customer questions and complaints by providing information on water use, and billing policies, conducting research into the problem;
• Using knowledge of department operations and procedures, resolves most public informational requests without referring them to a supervisor or other staff; only the unusual cases, where there is no precedent established, are referred to a supervisor.
• May field escalated calls from less experienced staff;
• Refers issues and concerns to the appropriate party for resolution as necessary.
• Handles customer requests such as setting up auto pay information for customer accounts, setting up new accounts, processing moves, etc.; notifies other City departments of new accounts as necessary;
• Resolves billing discrepancies and payment disputes; makes any necessary adjustments;
• Schedules appointments and coordinates with Meter Department for meter repairs, changes, checks, turning service on or off, and other service requests.
• Process all City utility billings including, but not limited to, Water, Sewer, Forestry, Storm Sewer, Street Lighting, Solid Waste collection, mosquito spraying and maintains related customer accounts.
• Enters water meter readings from meter readers by uploading and downloading files to AS400 system and by hand keying;
• Maintains customers email address used for e-billing
• Generates reports and analyzes water use data for high or low consumption and stopped meters; sends letters to property owners and/or dispatches shop to correct problem;
• Generates utility bills and delinquent account statements on a monthly basis; may choose to do estimated water bills when problems are identified;
• Transmits billing files to contract billing firm;
• Reviews monthly billings for errors; identifies and corrects billing errors due to incorrect data or equipment or program errors;
• Processes customer payments for utility bills.
• Opens and sorts incoming mail, scans checks and stubs received; manually enter and post checks without stubs, researching account numbers;
• Processes and posts ACH payment;
• Takes credit card payments over the phone;
• Takes walk-in payments for parking tickets, special assessments, special permits and licenses as well as utility bills; posts all payments;
• Enters payments and billing information on utility billing summary spreadsheet.
• Monitors delinquent accounts and takes action to resolve.
• Makes payment arrangements with customers on past-due accounts and takes action as needed on NSF checks;
• When payment arrangements are not kept, takes necessary actions to get the account paid to current;
• Makes decisions to shutoff service and to refer account to collection agency.
• Provides general administrative office support to the department head and/or department.
• Prepares complex forms, listings, informational and statistical reports, documents, etc. by determining required data, gathering, receiving and compiling data from several sources; comparing information to verify accuracy and formatting data appropriately;
• Composes and/or types letters, forms, memoranda, and reports from abbreviated notes, tapes, and records;
• Prepares agenda items that pertain to the department for City Commission or other meetings
• Serves as a resource for department staff in use of office software.…