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HomeMy WebLinkAboutUtility Customer Service RepresentativePage 1 of 2 City of Georgetown JOB DESCRIPTION Job Title: Utility Customer Service Representative (UCSR) Effective Date: 10/01/2012 FLSA Category: Non-exempt Revision Date: 06/20/2014 SUMMARY: Processes utility payments and revenue received primarily via the mail, walk-in utility customers and Call Center. Collects and receipts revenue received from other city departments. Provides excellent customer service by addressing customer issues and complaints in an efficient and courteous manner; escalates complex issues to appropriate individual(s). ESSENTIAL FUNCTIONS: 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: • Collects and posts all utility and developer payments received from customers and developers, along with monies received from other departments, in the lobby, drive-thru, mail and night drop locations; reconciles cash drawer daily; uses proper internal cash controls. • Receives and prepares walk-in requests for connection, disconnection, and transfer of utility service. • Processes bank wire payments; posts Insite (web) payments; updates Daily Payment Reports. • Assists customers with Agua-messenger Program initiation and credit card draft maintenance. • Responds to customer questions regarding utility service, leak, and billing questions. • Maintains commercial refuse charges; provides reports to Contractor. • Makes decisions as to the accuracy of meter readings and charges on utility accounts, calculates adjustments, recalculates bills, and updates the records. • Prepares work orders for commercial and residential customers to initiate connects, disconnects, transfers of service, re-reads, along with any other service request, and bills the applicable fees. • Provides payment plans for customers, reviews payments histories and makes professional decisions as to the terms and duration of the contracts. • Prepares monthly reports. • Maintains a general understanding of department policies and processes, billing rate structures, and GUS operations and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns. • Provides information to customers regarding events experienced by the utility to inform and educate customers. • May be required to work in Call Center occasion to assist with unusually high call volume. • Performs other duties as assigned. MINIMUM QUALIFICATIONS: Education, training and Experience Guidelines UCSR - High School diploma or equivalent. Two years of full-time work experience in customer service and cash handling. OR Any equivalent combination of experience and training/educations that provided the required knowledge, skills and abilities. USCRS - High School diploma or equivalent. Three years of full-time work experience in customer service and cash handling. OR Any equivalent combination of experience and training/educations that provided the required knowledge, skills and abilities Knowledge of: • Effective customer relations practices. • Credit collection practices. • Basic accounting and billing procedures. • Federal, State and Local laws. • City practice, policy and procedures Page 2 of 2 Skill in: • Performing data entry; operate a 10-key calculator, • Using computer and related software. • Executing oral and written instructions and reports. • Communicating effectively, both orally and in writing. • Establishing and maintaining effective working relationships. • Working with utility rates, counting cash and giving correct change; balancing utility cash drawer. • Interpreting utility bills for customers and makes decisions as to their validity. • Analyzing data and problem solving. • Adding and balancing payments; figures utility bills, provides analytic review of trend analysis • Interpreting meter readings for customers • Adding and balancing payments; figures utility bills, provides analytic review of trend analysis • Interpreting meter readings for customers LICENSES AND CERTIFICATION REQUIREMENTS None PHYSICAL DEMANDS AND WORKING ENVIRONMENT Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching, crawling, bending, twisting, climbing, balancing, vision, hearing, talking, use of foot controls.