Account Representative

Description

The Department of Utilities is seeking qualified candidates for an Account Representative in our Water Accounts Division. The person in this position will be providing quality customer service in a high volume inbound call center and customer lobby. They will be responsible for assisting customers with establishing/discontinuing service, billing and collections inquiries, high bill concerns, maintaining customer records, processing cash transactions and other related issues.

They will be required to compute and calculate fees, adjustments and daily rates with speed and accuracy. While the primary functions will be call and cash handling, they will also be tasked with face‑to‑face customer interactions, responding to online and faxed customer inquiries, completing work orders, customer‑response letters and performing dispatcher duties in communication with field personnel.

• Maintain/Establish/Terminate customer accounts by verifying and updating information and filing essential documents.
• Respond to customer inquiries regarding consumption and services billed via the telephone, in person or on the web.
• Perform financial duties by processing payments and cash transactions; performing calculations; entering data into multiple billing systems; reconciling and balancing cash drawers; verifying payments; and preparing reports.
• Complete requests for extensions and payment plans.
• Perform other essential duties including electronically submitting work orders, preparing and mailing written correspondences, tracking data in a variety of formats including Microsoft Excel, filing documents, processing various reports, compiling information, generating letters and keeping logs.
• Conduct research and analyze data.
• Interpret and follow written departmental and City policies and procedures.
• Effectively communicate with other support areas within and outside of the City in both oral and written form.
• Provide assistance to new employees by answering questions, and ensuring that policies and procedures are followed.
• Train new personnel on policies and procedures, rate charges and multiple computer databases, compiling information for delinquent accounts and assisting with administrative duties.
• Work with minimal ongoing instructions from supervisor and meet deadlines while handling multiple assignments.
• Stand, sit, bend, stoop, push, pull and perform tasks requiring manual dexterity.
• Possess strong interpersonal communication and organizational skills; follow verbal and written instructions; function in a high volume, busy work environment; successfully complete an initial training period; and meet established call‑center metrics.
• Adhere to a structured work environment for reporting on time, taking breaks, requesting leave, and following policies and procedures; while also being flexible to job responsibilities as dictated by the needs of the call center.

Work requires knowledge necessary to understand basic operational or technical office processes. Level of knowledge equivalent to four years of high school or equivalency.

One year of inbound call center customer service experience.

Work Location: 500 East Main Street, Norfolk

Work Hours: Monday – Friday, Between the hours of 7:30 a.m. – 5:00 p.m.

Essential Position: This position may be required to work extended, rotating, after‑hours, nights and/or weekends in response to emergencies and severe weather.

• Regular full‑time and permanent part‑time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long‑term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.
• Special project/grant employees are generally eligible for the same benefits as regular full‑time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.
• Temporary/seasonal and part‑time…